Cancellation, refund and incident-resolution policy
One hierarchy for cancellations, statutory rights, provider policies, refunds, evidence and incident handling.
Which rule applies
Mandatory law prevails. The service-specific policy displayed before confirmation and preserved in the transaction snapshot applies next; any provider option may be more favourable but cannot remove mandatory rights. General examples never replace the accepted booking or order conditions.
Service types and withdrawal
Accommodation for specific dates, leisure services for specific dates, digital content, subscriptions and goods can have different withdrawal and cancellation regimes. The checkout must identify the trader, service, date, price, policy and any lawful exception before the payment obligation is created.
Refund operation
A cancellation request records actor, time, reason, policy version and evidence. Refund calculations must use the immutable transaction amounts rather than current settings. Funds return through the original method where possible; provider transfers, reversals and processor states are reconciled before the case is closed.
Incidents and urgent risk
Safety emergencies must be directed first to local emergency services. Platform support records non-emergency incidents, communications, evidence, provider response, payment impact and resolution. Reporting an incident does not itself determine liability.