Cancellation & Refund Policy
This Cancellation & Refund Policy (hereinafter referred to as the “Policy”) shall govern the relationship between Costa del Soul Experience SLU, a company having its principal office address at Partida Cerro Donoso, Poligono 2, parcela 432, s/n, 29108 Guaro, Málaga, Spain, (hereinafter referred to the “Company” or “Costa del Soul” or “us” or “our” or “we”) and you (hereinafter referred to “you” or “your” or “user”) when you make payments for the services of the Service Providers on our website – www.costadelsoul.es (hereinafter referred to as the “Website” or “Site” or “Platform”).
Please read this Policy carefully, as it forms a binding agreement between you and Costa del Soul. If you do not accept this Policy in its entirety, then you may not book or pay on Costa del Soul.
This Policy shall be read in conjunction with our Terms of Use (if you are a client) or Retreat Organizer Terms (in case you are a Service Provider).
- 1. ACCEPTANCE OF THIS POLICY
By using our platform as a Service Provider, or by making payments for our services using the platform as a client, you hereby represent that you have read, understood, and agreed to be bound by this Policy, our Terms of Use/ Retreat Organizer Terms (as may be applicable to you), and any future updates and additions to these policies, as published from time to time at the website or as otherwise may be communicated to you.
All details in respect of the listings of the Service Provider, and in respect of their services, are provided by the respective Service Provider, and we in no way can confirm the same. Therefore, Costa del Soul does not warrant that such description or representation or photos will always be accurate, complete, reliable, current, relevant, helpful or error-free. The booking and payments shall only be made against the Service Provider’s services.
- 3. CANCELLATION AND REFUND
- a. No Cancellation or Refund is provided by us: Once you book the services of the Service Provider, all the terms and conditions of the respective Service Provider shall be applicable on such booking, including without limitation, cancellation, refunds, and their charges. We do not allow cancellations from our end, nor do we entertain any cancellation or refund request made by a user/client for any reason whatsoever. We recommend you to book the services of a well-known trusted Service Provider only. We also recommend you to check with the Service Provider about his/her availability and ability to offer you the services you require before proceeding to book and pay. We assume no responsibility with respect to any loss that you may suffer as a result of booking or paying through our Platform. All responsibilities in this respect shall lie with the respective Service Provider, as the case may be.
b. Cancellation Policy of Service Providers: The Service Providers set their own cancelation policy. The cancellation rules are published on each listing’s details on the web, and the client has to tick the box “I agree with cancelation policy” before the payment check out. The copy of the cancellation policy of the provider is included in the booking confirmation email. All refunds should be according to the cancelation policy of the Service Provider.
- c. Refund: If a client is entitled for refund after canceling, the Service Provider is responsible for providing the refund. The Service Providers shall bear the bank transaction costs associated with the refund. If the Service Provider wants to avoid bearing the transaction costs with the refunds, he/she must clearly specify the same in his own terms by stating the exact percentage of amount from the refund that will be used to cover the transaction costs.
- d. Refund of Costa del Soul commission: The Costa del Soul commission fee that was deducted from the Service Provider’s reservation payment on Costa del Soul’s bank account will be deposited back to the Service Provider’s bank account in case of refund by the Service Provider. In case of less than full refund by the Service Provider, the Costa del Soul commission will be calculated and refunded on a proportionate basis. For instance, if Costa del Soul commission was €50, and the Service Provider makes a 50% refund, in that case, Costa del Soul will hold 50% of its commission (amounting to €25), and the rest will be deposited back to the Service Provider’s bank account.
- e. Proof: The Service Provider shall be responsible for providing the necessary proof documents of the refund made to the client upon Costa del Soul’s request.
- f. Re-scheduling, Cancellation and Refund Policy of Service Provider: We are an intermediary which provides a platform where the customers can book the services of the Service Providers and make their payments. However, whenever you book the services or make the payments using our platform, the respective terms of the Service Provider shall be applicable with respect to the booking, cancellation, re-scheduling, charges for cancellation/rescheduling, etc. We advise you to familiarize yourself with such policy of the respective Service Provider before proceeding to book their services or make payments for the same. No compensation or refund or cancellation or rescheduling is provided by Costa del Soul. All responsibilities in this respect shall lie with the respective Service Provider, as the case may be.
- a. Process of Dispute Resolution: Once we have received a complaint, we will request you for all the relevant details to ascertain the genuineness of your complaint. If we find merit in your complaint, then we will get in touch with the concerned Service Provider, and provide him/her the reasonable opportunity to be heard. After hearing both the User and Service Provider, Costa del Soul will reach a decision in its sole discretion, after considering the facts and circumstances involved on a case-by-case basis. You can contact us at hola@costadelsoul.es.
- b. Outside Communication or Transaction: While deciding on any submitted dispute, Costa del Soul may not consider any communication or payment made outside of the Platform.
- c. Costa del Soul’s decision shall be final: We will take action based on our sole discretion. The decision reached by Costa del Soul in respect of the above dispute shall be the full and final, and shall be binding on both the User as well as the Service Provider. The said decision of Costa del Soul shall not be eligible for an appeal. Nothing mentioned in this section shall be deemed to limit the entitlement of the user under any applicable law.
- 5. GOVERNING LAW AND DISPUTE RESOLUTION
Unless provided by the relevant statute, rules or directives applicable to the jurisdiction in which you reside, in case of any claims, disputes or controversies arising out of or in relation to the services, or this Policy, the same shall be dealt with as per the Governing Law and Dispute Resolution clause as mentioned in the Terms of Use/ Retreat Organizer Terms (as the case may be).
- 6. UPDATES TO THIS POLICY
We may add to or change or update this Cancellation & Refund Policy at any time, from time to time, entirely at our own discretion, with or without any prior written notice. You are responsible for checking this Policy periodically. Your use of the Platform after any amendments to this Policy shall constitute your acceptance to such amendments.
Last updated on February 28, 2024
