Refund and Cancellation Policy

Version 4.1 · Effective 2026-08-06

1. Scope and controlling terms

Refunds and cancellations may arise under mandatory consumer law, the supplier's disclosed policy, an organiser's event terms, a voluntary Findit protection or a payment-provider rule. The Listing and checkout must state the supplier and applicable policy before the customer commits. A voluntary rule cannot reduce statutory withdrawal, conformity, guarantee or complaint rights.

2. No universal non-refundable rule

A label such as non-refundable is effective only to the extent permitted by law and for the circumstance clearly disclosed before purchase. It does not override rights for non-performance, defective or non-conforming goods or services, unlawful terms, organiser cancellation or another mandatory remedy.

3. Customer cancellations

The customer may cancel through the method shown in the order or contact the supplier and Findit support. Any deadline, cancellation charge or retained amount must be disclosed, proportionate and lawful. The system should show the relevant time zone and preserve the submission time.

4. Provider cancellations and no-shows

A provider should cancel promptly when unable to perform, propose a lawful alternative where appropriate and not mark a transaction completed without evidence. If the provider or organiser cancels and no equivalent is accepted, amounts paid for the unperformed supply should be refunded subject to mandatory law. No-show decisions may consider messages, timestamps, attendance records and reasonable access difficulties.

5. Consumer withdrawal

A consumer contracting online with a trader generally has 14 days to withdraw, with the starting point and exceptions depending on the contract. Services started early require the legally required express request and information; the consumer may owe a proportionate amount for work supplied before withdrawal. The separate Right of Withdrawal document governs the process.

6. Category-specific treatment

Dated leisure events and certain accommodation, catering, transport or car-rental services may fall within statutory exceptions. Custom goods, sealed hygiene goods after unsealing, perishable food and fully performed services may also be treated differently where legal conditions are met. A category label alone is not enough; the supplier must provide the required pre-contract information.

7. Non-conformity and repeat performance

Withdrawal is separate from remedies for defective or non-conforming goods, digital elements or services. Depending on the contract and law, the customer may seek repair, replacement, repeat performance, price reduction, termination or damages. Findit may route evidence but the contractual supplier remains responsible unless Findit is the supplier.

8. Refund calculation

The refundable amount may include the price, applicable mandatory delivery reimbursement and refundable platform charges, less only lawful deductions such as diminished value or proportionate performance. The calculation and allocation between supplier and Platform must be recorded and explained to the affected parties.

9. Method and timing

An approved refund is normally sent through the original payment method unless the consumer expressly agrees otherwise and the law permits. Arrival depends on the payment provider and method. Findit does not guarantee an instant or fixed arrival date, but the responsible party must initiate the refund within the applicable statutory or contractual period.

10. Chargebacks and duplicate recovery

A customer may have card or payment-scheme rights. Users must not obtain duplicate recovery for the same loss. A chargeback may reverse funds and fees, and the provider may submit relevant evidence lawfully. A chargeback does not prevent statutory claims that remain unresolved.

11. Evidence, fraud and complaints

Findit and the supplier may preserve order records, messages, delivery or attendance evidence and refund decisions for the period necessary to resolve a claim and meet legal duties. Fabricated evidence, collusive cancellations and abusive repeated claims may lead to restriction, without prejudicing a genuine complaint or protected consumer right.

12. Digital content, access records and conformity

Where Findit or an identified trader supplies digital content or a digital service, checkout must state the supplier, functionality, compatibility, access method, price, duration and applicable withdrawal consequences. Early supply during the withdrawal period may begin only after the legally required express consent, acknowledgement and durable confirmation. Access, download or activation records may be retained as proportionate evidence but do not override a consumer remedy where the digital supply is defective, unsafe, unavailable or not as described.

A voluntary no-refund label does not remove statutory conformity rights. Depending on the contract and applicable law, the responsible trader may have to restore conformity, supply the content again, reduce the price or terminate and reimburse the contract. Findit routes the claim to the identified supplier and remains responsible for any digital product it supplies directly.