Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy explains your rights to cancel session bookings and receive refunds, including your statutory rights as a European consumer. Caliplaces is committed to providing fair and transparent terms for cancellations and refunds.

This policy is governed by the following applicable laws:

• Consumer Rights Directive 2011/83/EU (14-day withdrawal right)
• Czech Consumer Protection Act (Act No. 634/1992 Coll.)
• Czech Civil Code (Act No. 89/2012 Coll.)
• Caliplaces Terms of Service

2. EU Consumer Withdrawal Right (14 Days)

2.1 Your Right to Withdraw

If you are a consumer (a natural person contracting for purposes outside your business), you have a statutory right to withdraw from a distance contract within 14 days without giving any reason, in accordance with the Consumer Rights Directive 2011/83/EU and Czech law.

This right applies to most services contracted through Caliplaces, including:

• One-off training or coaching sessions
• Session packages or bundles
• Recurring session subscriptions (on a session-by-session basis)

2.2 The 14-Day Period

The 14-day withdrawal period begins on the date the service contract is concluded (i.e., when you book the session through Caliplaces). You do not need to provide a reason to exercise this right, and you will not be charged any penalty or administrative fees for withdrawing.

2.3 How to Count the 14 Days

The 14-day period is counted from the day the service contract is concluded. If the last day of the period falls on a weekend or public holiday, the period is extended to the next business day. Your withdrawal notice must be submitted before midnight on the 14th day to be valid.

3. Exceptions to the Withdrawal Right

3.1 Services Already Rendered

You do not have the right to withdraw from a contract if you have expressly agreed that the service should be performed before the end of the 14-day withdrawal period. Once a training or coaching session has been delivered or substantially commenced, your withdrawal right is forfeited.

For example:

• If you book and receive a session on the same day (with your prior express consent), you cannot withdraw from that specific session
• If a session has started or you have received a substantial portion of the service, you cannot withdraw
• If you have commenced use of the service with the Trainer's knowledge and consent, the withdrawal right is forfeited

3.2 Business Contracts

If you are contracting as a business or organization (not as a consumer for personal use), the 14-day withdrawal right does not apply. Business-to-business contracts are governed by the Caliplaces Marketplace Terms and Terms of Service.

3.3 Non-Consumer Purchases

The withdrawal right is limited to contracts with consumers. If you cannot demonstrate that you are a consumer (natural person acting for non-commercial purposes), the statutory withdrawal right will not apply, though other refund provisions in this policy may apply at Caliplaces' discretion.

4. How to Exercise Your Withdrawal Right

4.1 Withdrawal Notice

To withdraw from a service contract, you must send an unambiguous notice of withdrawal. This notice must be submitted before the end of the 14-day withdrawal period. You can withdraw by:

• Email: Send a withdrawal notice to support@caliplaces.com
• Platform messaging: Use the Caliplaces in-app messaging system to communicate your withdrawal request
• In writing: Mail a written withdrawal notice to Caliplaces s.r.o., Uralská 689/7, Bubeneč (Praha 6), 160 00 Praha

4.2 Information to Include

Your withdrawal notice should include:

• Your name and email address
• The booking or transaction ID
• The session date and trainer name
• A clear statement that you wish to withdraw

4.3 Proof of Timely Notice

It is your responsibility to ensure that your withdrawal notice is submitted before the end of the 14-day period. We recommend using email or the platform messaging system, which provides proof of submission with a timestamp. The time of submission is when your message is sent, not when we receive it.

4.4 Confirmation

Upon receipt of your valid withdrawal notice, we will send you a confirmation acknowledging your withdrawal. We will process your refund in accordance with Section 9 (Refund Process & Timing).

5. User Session Cancellation

5.1 Cancellation by the User

You may cancel a booked session at any time through the Caliplaces platform, subject to the following terms:

5.2 Cancellation Windows and Fees

5.3 Exceptions

Cancellations may be made without penalty outside of these windows if:

• The trainer has cancelled on their side (see Section 6)
• There is a force majeure event (see Section 13)
• You exercise your statutory withdrawal right (Section 2)
• Caliplaces has cancelled due to policy violation

5.4 How to Cancel

To cancel a session, you can:

• Use the "Cancel Booking" button in your Caliplaces dashboard or session details
• Contact the trainer directly through the platform messaging system
• Contact Caliplaces support at support@caliplaces.com

Cancellations are effective when the cancellation is processed in the platform. In-person requests or informal messages do not constitute cancellation until confirmed in the system.

6. Trainer Cancellation

6.1 Trainer's Right to Cancel

Trainers may cancel sessions in limited circumstances:

• With at least 48 hours' notice (for medical, emergency, or personal reasons)
• Immediately if the user has violated the Acceptable Use Policy
• With 24 hours' notice if location or conditions have changed significantly
• As required by law or due to force majeure

6.2 User Refund in Case of Trainer Cancellation

If a trainer cancels a session, you are entitled to:

• Full refund (100%) of the session fee if cancelled 48+ hours in advance
• Full refund (100%) if cancelled with less than 48 hours' notice, plus a 10% credit toward future sessions (at Caliplaces' discretion)
• Option to reschedule the session at no additional cost (subject to availability)

6.3 Repeated Trainer Cancellations

If a trainer repeatedly cancels sessions without valid reason, Caliplaces reserves the right to suspend or terminate the trainer's account. Users affected by repeated cancellations may request additional credits or refunds at Caliplaces' discretion.

7. Platform Cancellation

7.1 Circumstances for Platform Cancellation

Caliplaces may cancel a session booking if:

• The user or trainer has violated the Acceptable Use Policy or Terms of Service
• The booking involves payment fraud or chargeback disputes
• There is a security or safety concern
• The user's account has been terminated
• Force majeure or circumstances beyond Caliplaces' control

7.2 Refunds for Platform Cancellation

Refund eligibility in case of platform cancellation depends on the reason:

• User violation: No refund (unless required by applicable law)
• Technical error or platform issue: Full refund (100%) + 5% credit
• Force majeure or external circumstances: Full refund (100%)
• Fraud or chargeback: No refund; may restrict future use

7.3 Notification

Caliplaces will notify both the user and trainer of platform cancellations with reason and refund information as soon as practical. In emergency cases, notification may occur after cancellation.

8. Subscription Cancellation

8.1 Caliplaces Direct Subscriptions

If you purchase a session package or subscription directly through Caliplaces:

• You may cancel anytime through your account settings
• Cancellation is effective at the end of the current billing cycle
• Unused sessions in prepaid packages are refundable on a pro-rata basis
• Cancellation requests must be submitted before your next billing date

8.2 RevenueCat and Payment Platform Subscriptions

If you subscribed through RevenueCat, Apple App Store, Google Play, or other payment platforms:

• Apple App Store:Manage subscriptions in Settings > [Your Name] > Subscriptions. Cancellation is effective at the end of the current billing period.
• Google Play:Manage subscriptions in the Google Play app > Account > Subscriptions. You may cancel up to 24 hours before the next billing date.
• RevenueCat: Subscriptions are managed directly by the payment platform. Please follow the cancellation instructions provided by your payment provider.

These platforms may have their own refund policies. Refund eligibility is governed by the payment platform's terms (Apple's return policy, Google Play's refund policy, etc.), not solely by this policy.

8.3 Cancellation of Subscriptions for Policy Violation

If your account is suspended or terminated due to Acceptable Use Policy violations, your subscription may be cancelled immediately without refund. In such cases, you must cancel any recurring subscriptions with your payment provider to prevent further charges.

9. Refund Process & Timing

9.1 Refund Methods

Refunds are processed as follows:

• Credit/Debit Card payments: Refund to the original payment method within 5-10 business days after approval
• Digital wallets (Apple Pay, Google Pay): Refunded to the associated payment method
• Bank transfers: Refunds within 10-15 business days (depending on banking processes)
• Caliplaces credits: At user request, refunds may be issued as platform credits (no expiration unless stated otherwise)

9.2 Processing Timeline

Once a refund is approved, processing times are as follows:

• Verification: 1-3 business days (to verify the refund request and eligibility)
• Processing: 5-10 business days for card payments; up to 15 business days for bank transfers
• Bank time: Additional 1-3 business days depending on your financial institution

Total time from refund request to receipt: typically 7-15 business days, though this depends on your bank. During peak periods (e.g., end of month, holidays), processing may take slightly longer.

9.3 Withholding Refunds

Caliplaces may delay or withhold refund processing if:

• The refund request appears fraudulent
• There is an active chargeback or payment dispute
• The account has an outstanding balance or other payments owed
• The refund is part of a pattern of abuse or gaming the system
• Legal investigations or claims are pending

In such cases, we will notify you of the reason for withholding and when the refund may be processed.

9.4 Currency and Exchange Rates

If the original payment was made in a currency different from your refund currency, the refund amount will be converted at the exchange rate applicable on the date of processing. Your financial institution may apply additional exchange fees.

10. Non-Refundable Items

The following are generally non-refundable, except where required by law:

• Sessions completed: Once a session has been delivered and completed, no refund is available
• Late cancellation fees: Cancellation fees charged for sessions cancelled within 24 hours are non-refundable
• No-show sessions: If you do not appear for a scheduled session without cancelling, no refund applies
• Promotional credits or discounts: Credits applied as promotional offers are non-refundable and cannot be converted to cash
• Booking platform fees: Caliplaces platform service fees (if charged separately) are non-refundable
• Violation-related cancellations: Refunds are not available if your account is suspended or terminated due to policy violations

11. How to Request a Refund

11.1 Refund Request Process

To request a refund:

1. Log in to your Caliplaces account and navigate to "Bookings" or "Transaction History"
2. Find the relevant session or transaction
3. Click "Request Refund" or "Get Help" (availability depends on timing and refund eligibility)
4. Provide details explaining the reason for your refund request
5. Submit your request

Alternatively, you may contact support directly at support@caliplaces.com.

11.2 Information Needed

Please provide the following information with your refund request:

• Your name and email address associated with the account
• Booking ID or transaction ID
• Session date and trainer name
• Reason for the refund request
• Original payment method (if not obvious from account)
• Any supporting documentation (e.g., proof of withdrawal notice, trainer cancellation confirmation)

11.3 Response Timeline

Caliplaces will respond to refund requests within 5 business days, confirming:

• Whether the refund is approved or denied
• The refund amount (if approved)
• The expected processing timeline
• Reason for denial (if applicable)

11.4 Appeal Process

If your refund request is denied and you believe the decision is incorrect, you may appeal by:

• Responding to the Caliplaces email with additional information or documentation
• Contacting the customer support team at support@caliplaces.com
• Escalating to the management team if necessary

Appeals will be reviewed within 7 business days.

12. Chargebacks

12.1 What Is a Chargeback?

A chargeback occurs when you contact your bank or payment provider to reverse or dispute a transaction without first seeking resolution through Caliplaces. Chargebacks are a last resort available to consumers when disputes cannot be resolved through normal channels.

12.2 Caliplaces Chargeback Policy

While consumers have the right to dispute transactions with their bank, repeated chargebacks or chargebacks filed without first attempting resolution with Caliplaces may result in:

• Account suspension or termination
• Restriction on future bookings
• Being reported to payment processors and industry fraud databases
• Legal action to recover chargeback fees and damages

12.3 Before Filing a Chargeback

Please attempt to resolve the issue through Caliplaces first:

• Request a refund through the platform (Section 11)
• Contact customer support at support@caliplaces.com
• Allow 5-10 business days for a response

Only if Caliplaces has not resolved your dispute within a reasonable timeframe should you contact your bank.

12.4 Responding to Chargebacks

Caliplaces will defend itself against any chargeback by providing documentation of the booking, contract, and any prior communications. False or fraudulent chargebacks may result in legal action.

13. Force Majeure

13.1 What Constitutes Force Majeure

Force majeure events are extraordinary circumstances beyond the reasonable control of Caliplaces, the trainer, or the user, including but not limited to:

• Natural disasters (earthquakes, floods, severe weather)
• Pandemics, epidemics, or government-mandated lockdowns
• Wars, terrorism, or civil unrest
• Government action or policy changes
• Major utility outages or infrastructure failures
• Severe accidents or medical emergencies

13.2 Effect on Sessions

In the event of force majeure:

• In-person sessions: Sessions may be cancelled or rescheduled (e.g., if location is inaccessible). Full refunds or rescheduling at no additional cost apply.
• Virtual sessions: May be rescheduled if technology/connectivity is unavailable; refund or credit applies.
• Subscriptions: Payment may be suspended during extended force majeure; accrual of unused sessions applies.

13.3 Notification

Caliplaces will notify affected users and trainers of force majeure events and refund/rescheduling options as soon as practical.

14. Contact Information

For questions regarding this Refund & Cancellation Policy or to request a refund:

• Email: support@caliplaces.com
• Address: Caliplaces s.r.o., Uralská 689/7, Bubeneč (Praha 6), 160 00 Praha
• IČO: 23311207

For disputes regarding refunds or cancellations, EU consumers may also use the Online Dispute Resolution platform provided by the European Commission.

Supervisory Authority

Complaints regarding data processing or consumer rights violations may be directed to:

• Czech Trade Inspection Authority (Česká obchodní inspekce – ČOI)
  For consumer protection and unfair commercial practices
• Office for Personal Data Protection (Úřad pro ochranu osobních údajů – ÚOOÚ)
  For data protection complaints

Changes to This Policy

Caliplaces may update this Refund & Cancellation Policy from time to time. Changes will be posted on this page with an updated "Effective Date." Significant changes (such as reduction in refund periods or new non-refundable categories) will be communicated to users at least 30 days in advance.

Continued use of the Caliplaces platform following notice of changes constitutes acceptance of the updated policy. If you do not agree with changes, you may cancel active sessions or subscriptions before the changes take effect.

Governing Law

This Refund & Cancellation Policy is governed by the laws of the Czech Republic, the Consumer Rights Directive 2011/83/EU, and applicable European consumer protection law.