Cancellation, Returns and Refunds Policy
This Policy governs the conditions applicable to cancellations, returns and refunds in relation to the services and products offered by MV Esquel SL.
1. Right of withdrawal (physical products)
In the case of distance contracts, the customer has a period of fourteen (14) calendar days from receipt of the product to exercise their right of withdrawal, without having to provide justification.
To exercise this right, the customer must communicate their decision to withdraw by means of an unambiguous statement sent to the email address indicated in the provider's contact details.
The product must be returned in perfect condition, without having been used beyond what is necessary to establish its nature, characteristics and functioning.
The customer will bear the direct cost of returning the product, unless it has defects, damage or lacks conformity.
2. Defective products or lack of conformity
If the product has defects or damage, or does not conform to the contract, the customer is entitled to repair, replacement, a price reduction or termination of the contract, in accordance with applicable regulations.
In such cases, the provider will bear the costs of collecting or returning the product, as well as fully refunding the amounts paid where applicable.
3. Refunds
In the event of a valid withdrawal, the refund will be made using the same payment method used in the original transaction, unless expressly agreed otherwise.
The refund may be withheld until the goods have been received or until the customer has provided sufficient proof that they have been returned.
The maximum period for issuing the refund is fourteen (14) calendar days from receipt of the withdrawal request.
4. Exclusions from the right of withdrawal
The right of withdrawal does not apply in the cases provided for by applicable regulations, including, among others:
Customized products or products made to the customer's specifications.
Services that have been fully performed, where the customer has given prior consent and acknowledged the loss of the right of withdrawal.
Reservations for services on specific dates or during specific periods.
5. Cancellation of reservations or services
For service contracts or reservations, for example, appointments, use of facilities or provision of professional services, the following conditions may apply:
Cancellation must be made with the minimum notice indicated at the time of booking.
In the event of cancellation outside the established period or non-attendance ("no-show"), the provider may retain all or part of the amount paid.
6. Liability
Liability for products, services, cancellations and refunds rests exclusively with the service provider or seller.
The technology platform used to manage reservations or payments acts solely as an infrastructure provider and assumes no liability for the products or services offered.