# Refund policy Canonical: https://www.withequus.com/en/refund-policy If there is any discrepancy between versions, the Spanish version prevails and is the applicable version. Translations into other languages are provided solely to facilitate understanding. Scope Scope: applies to every booking managed through the WithEquus platform and is mandatory for every Provider operating on WithEquus. This policy unifies and harmonises the refund rules for all Providers working with WithEquus. 1. Extended definitions WithEquus:EQUUS THE HORSING APP, S.L., the technology platform that enables the promotion and booking of equestrian services, among others. Provider:the riding centre, organisation or professional directly responsible for delivering the contracted service. Customer / User:the person who books an activity or service through WithEquus. Booking:the hiring of a service validated through confirmation and payment. Refund request:the Customer’s formal request to obtain a total or partial refund of the amount paid for a Booking. Full refund:the return of 100% of the amount paid for the Booking. Partial refund:a proportional return of the amount, justified by the time or lack of service enjoyed or by costs incurred by the Provider. Refund order:instruction issued by the Provider to the banking gateway or payment platform to execute the refund. 2. Guiding principle and scope 2.1. Objective Objective: to standardise refund rules for Customers and Providers, ensuring clear and uniform criteria across all Providers operating on the platform. 2.2. Minimum standards Minimum standards: this document contains the minimum mandatory rules. Providers may add complementary conditions as long as they do not contradict the provisions herein or mandatory consumer regulations. 2.3. Responsibility Responsibility: WithEquus provides the technical and mediation channel but does not assume responsibility for the execution, processing or outcome of refunds. That responsibility lies entirely with the Provider. 3. Applicable principles Uniformity:homogeneous application for all Providers. Operational responsibility:the Provider is obliged to process and execute refunds. Agility and traceability:defined timeframes and mandatory supporting documentation in every process. Transparency and clear communication to the Customer on the service listing and booking confirmation. Record keeping and audit:every refund must leave documentary evidence for potential verification by WithEquus. 4. Refund rules (general rule — unchanged) 4.1. Requests with at least 48 hours’ notice Full refund (100%). 4.2. Requests within the 48 hours prior to the service Decision at the Provider’s discretion (full refund, partial refund or refusal with a reasoned explanation). 4.3. Rationale Balance between Customer rights and the Provider’s operating costs. 5. Timeframes, execution and associated costs 5.1. Maximum execution time When a refund is approved, the Provider must issue the refund order within a maximum of 24 hours from the formal receipt of the request. 5.2. Banking timeframe The refund order does not imply immediate settlement. Banking settlement may take between 1 and 14 business days depending on the gateway or bank, and this timeframe is not attributable to the Provider once the order has been issued. 5.3. Refund methods Preferably through the same payment method used by the Customer. If another method is agreed (bank transfer, Provider account credit, voucher), the Customer’s explicit consent must be recorded and no additional costs may be charged. 5.4. Fees and costs Unless otherwise agreed in writing, refund fees charged by the gateway or bank will be covered by the Provider. The Customer must not receive a lower net amount for this reason. 6. Rescheduling and alternatives to refunds 6.1. Rescheduling option When appropriate, the Provider may offer the Customer the possibility to reschedule the Booking within a reasonable period (for example, 3 months from the original date) while keeping the paid amount. 6.2. Credits or vouchers The Provider may offer a credit or voucher equal to the paid amount as an alternative to a refund. Acceptance is voluntary for the Customer and must be documented. 6.3. Partial conversion In cases of partial rescheduling (for example, a shortened session), a proportional refund or commercial adjustment agreed between Customer and Provider will apply. 7. Operational procedure (detailed flow) 7.1. Customer submission Via email to info@withequus.com (include booking code, email used for the booking, full name, date and contact phone number). 7.2. Acknowledgement of receipt The Provider will acknowledge receipt within a maximum of 24 hours from receiving the request. The acknowledgement must include an incident number and an estimated resolution timeframe. 7.3. Verification The Provider will verify the conditions (timing of the request, evidence or documentation if applicable) and communicate a decision. The resolution timeframe must never exceed 48 hours. 7.4. Execution If approved, the Provider will issue the refund order within 24 hours or less and will send proof to the Customer and WithEquus. 7.5. Record keeping The Provider will archive the request, the decision and the payment receipt in its internal records and, when integration allows, within the platform. 7.6. Mediation If disagreements arise, the Customer may request mediation from WithEquus. WithEquus will act as facilitator and may request documentation from either the Provider or the Customer. 8. Exceptional cases, force majeure and supporting documents 8.1. Force majeure and justified causes The Provider may accept refunds outside the standard timeframe for justified reasons (serious illness of the Customer, administrative closure, extreme weather conditions or objective impossibility). 8.2. Supporting documentation In these situations the Provider may request reasonable documentation (medical certificate, administrative notice, official weather report, etc.). Requests must be proportional and respect the Customer’s privacy. 8.3. Partial service fulfilment If the Customer requests a refund after voluntarily starting the service, a proportional refund for the unused portion will apply, calculated objectively (unused hours versus total service) or according to the Provider’s published valuation table. 9. Provider cancellations (Provider obligations) 9.1. Cancellations attributable to the Provider If the Provider cancels a Booking for reasons attributable to them (closure, unavailability, technical cause), they must immediately notify the Customer and WithEquus, offer a full refund or equivalent rescheduling, and issue the refund order within 24 hours when a refund is chosen. 9.2. Cancellations due to force majeure If the cancellation is due to force majeure, section 8 applies and the Provider must offer alternatives (rescheduling, voucher or refund) as appropriate. 10. Chargebacks, payment disputes and fraud 10.1. Notification The Provider must notify WithEquus immediately upon receiving notice of a chargeback or dispute from the Customer or payment issuer. 10.2. Cooperation The Provider will cooperate with WithEquus and the payment gateway by supplying documentation that proves service delivery (confirmations, attendance lists, dated photos, signatures, access logs, etc.). 10.3. Fraud liability If the dispute is resolved in favour of the Customer (chargeback accepted by the issuer), the amount will be considered refunded. Associated dispute fees (chargeback commissions) will, by default, be the Provider’s responsibility unless the platform’s negligence is proven. 10.4. Prevention Providers are encouraged to maintain robust attendance and check-in or check-out records to demonstrate service fulfilment. 11. KPIs, audits and penalties for non-compliance 11.1. Control indicators WithEquus may monitor metrics such as: average acknowledgement time (target 24 hours or less), average refund order issuance time (target 24 hours when applicable), policy compliance rate and number of incidents per Provider. 11.2. Audit WithEquus may request documentation to audit compliance. Providers must cooperate within no more than 48 hours. 11.3. Penalties Repeated non-compliance may result in measures including warnings, reduced visibility, temporary suspension or permanent removal after due process. 12. Privacy and data protection 12.1. Required data Processing refunds may require handling personal data (name, email, medical certificates). Processing will follow the WithEquus Privacy Policy and applicable regulations (GDPR). 12.2. Data minimisation principle The Provider will request only the documentation strictly necessary to justify the refund. 12.3. Retention Supporting documentation and communications related to refunds will be retained for the period indicated in section 11 of the general policy (at least 2 years) and according to applicable legal requirements. 13. Liability and disclaimer (verbatim — unchanged) WithEquus provides the technical channel and may mediate disputes. However, WithEquus does not assume any responsibility whatsoever for the execution, outcome or amount of refunds. Management and reimbursement obligations rest solely with the Provider. This Policy exists only to standardise criteria and improve the experience for Customers and Providers. 14. Appeal and escalation procedure 14.1. Customer appeal If the Customer disagrees with the Provider’s decision, they may escalate the claim to WithEquus by submitting supporting documentation within 30 days of the resolution. 14.2. Mediation timeframe WithEquus will propose a solution within a maximum of 7 business days from receiving the appeal. 14.3. Final escalation If no agreement is reached, the parties may resort to the relevant administrative or judicial channels. 15. Record keeping confirmation The Provider will retain supporting documents and communications related to refund requests for at least 2 years for audit and dispute resolution purposes. Maintaining additional records (gateway logs, transaction IDs, receipts) is recommended to ensure traceability. 16. Acceptance and entry into force Adherence to this Policy is a prerequisite for operating on WithEquus. By keeping their profile active, the Provider accepts and undertakes to comply with the Policy in full. This Policy enters into force upon publication on the platform and is mandatory for every Provider operating on WithEquus. 17. Amendments and notifications WithEquus may amend this Policy for operational, legal or security reasons. Changes will be notified in advance and published on the platform. They will not affect refund requests already underway at the time of notification, unless the amendment results from a legal requirement with retroactive effect. Annexes — Practical versions and templates Annex A — Communication templates (copy and paste) A.1. Acknowledgement of receipt (automatic or manual) Subject: Acknowledgement of receipt – Refund request (Booking [CODE]) Body: We have received your refund request for Booking [CODE] dated [DATE]. Your case has been registered under number [INCIDENT Nº]. We will provide a resolution within a maximum of 24 hours. Kind regards, [Provider name] / WithEquus A.2. Resolution: refund approved Subject: Refund approved — Booking [CODE] Body: We have approved your refund request for Booking [CODE]. We have issued the refund order for [XX.XX €] via [payment method]. Order date: [DATE]. The funds may take between 1 and 14 business days to appear in your account depending on your bank. Proof of the transaction is attached. Kind regards, [Provider name] A.3. Resolution: refund denied (with justification) Subject: Refund request denied — Booking [CODE] Body: After reviewing your request [INCIDENT Nº], we have denied the refund for the following reason: [JUSTIFIED DESCRIPTION]. If you wish to appeal, you may send additional documentation to info@withequus.com within 30 days. Kind regards, [Provider name] A.4. Alternative offer (rescheduling or voucher) Subject: Alternative to refund — Booking [CODE] Body: The refund does not apply under the policy, but we can offer to reschedule your Booking at no additional cost until [DEADLINE] or issue a voucher worth [€]. Please let us know your preference by replying to this email. Kind regards, [Provider name] Annex B — Operational checklist (for the Provider’s internal panel) Publish a visible link to the Policy on the service listing and booking confirmation email. Configure an automatic acknowledgement template (24 hours or less). Appoint an internal refund owner (name and contact). Define the documentation verification process (what is requested and who validates it). Integrate with the payment gateway:refund order issuance workflow (owner, steps, logs). Prepare communication templates (approved, denied, alternative offer). Keep an incident and receipt register (store for at least 2 years). Establish a chargeback handling protocol (minimum required documentation). Train staff on the policy and target timeframes (24 hours). Provide a contact point (email) for mediation with WithEquus. Annex C — Minimum record for each refund (suggested fields) Incident number or booking code. Request date and time. Customer (name and contact). Provider (name and contact). Reason for the request. Documentation provided (yes or no, with details). Decision (approved, partial or denied). Amount refunded (if applicable). Date the refund order was issued. Refund method. Payment gateway receipt (transaction ID). Notes and responsible person’s signature. Short summary — service listing copy Refund policy: cancel at least 48 hours in advance to receive a 100% refund. Cancellations requested within the last 48 hours are subject to the Provider’s decision. Approved refunds will be issued by the Provider within a maximum of 24 hours from acceptance. Funds may take between 1 and 14 business days to reach your account depending on your bank. Example text for booking confirmation emails Refund policy: To guarantee consistent treatment, WithEquus applies a mandatory refund policy for every Provider. Cancel with at least 48 hours’ notice to receive a full refund (100%). If the cancellation is requested within the last 48 hours before the service starts, the refund decision lies with the Provider. Approved refunds will be issued by the Provider within a maximum of 24 hours; funds may take between 1 and 14 business days to settle.