Legal Compliance by Category

1. General Principles

The Holistic Travel Plan (HTP) is a digital platform that connects Clients with independent Service Providers. HTP does not organize or directly execute the listed services and acts exclusively as a technological intermediary.

The cancellation and refund conditions are defined by the Service Provider, based on one of the standardized options provided by HTP or through their own policy, as long as it is clear, objective, and compliant with the law.

The applicable policy must be visible on the listing and is binding at the time the booking is confirmed. Refund rule:

The Service Provider is responsible for issuing the refund to the Client, in accordance with the applicable policy and defined deadlines, except when the payment was processed directly by HTP through a payment processor. In such cases, the refund may be executed by HTP based on the Provider’s instructions and the applicable policy.

Cancellations may be made directly through the Platform, with the refund automatically calculated and processed according to the active policy at the time of booking confirmation.

HTP is not responsible for policies that are ambiguous or incomplete, nor for discrepancies resulting from changes made after the booking confirmation.

2. Service Provider Configuration Options

2.1. Quick Configuration (Dashboard)

In the dashboard, the Service Provider may configure, for each service, in a simple and standardized manner:
a) Allow Client cancellations: Yes or No.

1. b) Advance notice window: 1, 2, 3, 4, or 5 days before the scheduled start time of the service.
2. c) Refund percentage: 25%, 50%, 75%, or 100% of the paid amount, when the cancellation occurs within the indicated timeframe.

The selected settings are automatically reflected on the service page and communicated to the Client at the time of booking.

2.2. Policy Hub (Predefined or Custom Policy)

As an alternative to the quick configuration, the Service Provider may access the ‘Policies and Conditions’ area (Policy Hub) within their dashboard, where they may:

1) Select one of the HTP Standard Policy Models (see section 6.2.3); and/or

2) Create their own Policy, based on the models, by adjusting deadlines, percentages, and specific conditions, provided that:

• it is clearly written and visible on the listing;

• it presents transparent and objective terms;

• it complies with applicable law and these Terms;

• it is applied consistently and without discrimination.

  Absence of a clear policy: If the Service Provider does not configure any option, or if their custom policy is ambiguous or incomplete, the Flexible Policy (6.2.3) will automatically apply.

2.3. HTP Standard Policy Models

Flexible Policy

• 100% refund if cancellation is made ≥ 24 hours in advance;

• 50% refund if cancellation is made less than 24 hours in advance;
• No refund in case of no-show.

  Moderate Policy

• 100% refund if cancellation is made ≥ 7 days in advance;

• 50% refund if cancellation is made between 3 and 6 days in advance;

• No refund if cancellation is made less than 72 hours before the start time or in case of no-show.

  Strict Policy

• 100% refund if cancellation is made ≥ 30 days in advance;

• 50% refund if cancellation is made between 15 and 29 days in advance;

• No refund if cancellation is made less than 14 days before the start time or in case of no-show.

  Very Strict Policy (Non-Refundable)

• No refund after booking confirmation;
• The Service Provider may, at their sole discretion and without obligation, offer credit or rescheduling.

2.4. Calculation of Timeframes

For cancellation purposes, a “day” corresponds to a 24-hour period before the scheduled start time of the reserved service.

Example:
If the service is scheduled to begin at 10:00 a.m. on July 10, a cancellation made “3 days in advance” must be submitted by 10:00 a.m. on July 7 (local time of the service).

The calculation always considers the actual start time of the service, not the time of booking. In case of doubt, the time indicated on the booking confirmation issued by the Platform shall prevail.

3. Minimum Number of Participants

Whenever the execution of a service depends on a minimum number of participants, the Service Provider must:

• Clearly indicate this requirement in the service listing;

• Define a clear deadline to reach that number (e.g., up to 7 days before the start date);

• Notify Clients in advance if the service is to be canceled due to failure to meet this requirement (a minimum notice period of 7 days is recommended).

In case of cancellation due to insufficient participants:

• The Client will be entitled to a full refund, including any commissions or fees paid on the Platform;

• The Provider may suggest alternative dates or rescheduling, but the Client is not obliged to accept them.

  Failure to comply with these obligations may result in direct liability of the Provider toward the Client, as well as penalties affecting visibility, reputation, or the continued operation of their account on the Platform.

4. Force Majeure and Exceptional Circumstances

HTP reserves the right to intervene and apply exceptions to the active cancellation policy when unforeseen events, beyond the control of the parties, make it impossible or manifestly impracticable to provide the contracted service.

Examples of force majeure include:

• Natural disasters (e.g., earthquakes, floods, fires);

• Declared public health emergencies or epidemics;

• Legal, transport, or movement restrictions imposed by authorities;

• Serious civil instability or security events;

• Widespread interruption of essential services at the place of performance.

  In such cases:

• HTP may apply alternative refund, credit, or rescheduling policies, even if not provided for in the policy originally chosen by the Service Provider;

• Supporting documentation of the occurrence may be required;

• Each situation will be assessed individually, impartially, and reasonably.

In cases of impediment by the Service Provider:

If, for legitimate reasons (e.g., serious illness, death, or incapacity), the Provider cannot deliver the service, the Client may be offered:

• A rescheduling with the same Provider;

• A replacement by a qualified alternative Provider, with the Client’s prior consent;

• A full refund if no viable alternative exists or if the Client prefers to withdraw.

5. No-Show Policy

A no-show is considered to occur when the Client:

• Fails to appear at the location, date, and time scheduled for the start of the service;

• Does not inform the Provider or the Platform in advance of their absence;

• Does not formalize a cancellation through the proper functionality of the Platform.

In such cases:

The Client will not be entitled to any refund, unless the service listing expressly indicates otherwise;

The Provider may, at their sole discretion and without contractual obligation, offer one of the following options:

  o Partial credit for future use;
  o Rescheduling for a new date;
  o Discount on future bookings.

Any exception to the standard policy must be clearly stated in the listing or communicated through the Platform in a traceable manner.

6. Cancellations by the Service Provider

Whenever a Provider cancels a confirmed booking, the following conditions apply:

• The Client is entitled to a full refund, including any Platform commissions, unless a different written agreement exists between the parties;
• HTP may, where applicable, suggest viable alternatives to the Client, such as new times, dates, or equivalent Providers;
• The Provider must justify the reason for the cancellation and inform HTP as early as possible.

Providers with a record of frequent or unjustified cancellations may face the following consequences:

• Reduced visibility in search results;
• Official warning from HTP;
• Temporary or permanent account suspension, especially when last-minute cancellations negatively impact the Client’s experience.

If the Provider’s account is suspended, HTP may:

• Cancel future bookings associated with the account;

• Notify affected Clients and propose similar alternatives;

Clarify that the suspension does not terminate existing obligations, including refunds, compensations, or partial service deliveries already contracted.

7. Cancellation Procedure

All cancellations must be made exclusively through the Platform, using the dedicated feature available under “My Bookings.”

For Clients:

• The Client must formalize the cancellation within the deadlines defined in the active policy;

• HTP will automatically calculate and process the applicable refund amount, based on the policy in force at the time of booking;

• Clients are advised to notify the Provider as soon as possible, especially in cases of urgency or unforeseen events;

• Delays in notification may affect the right to refund or rescheduling.

Additional rules:

• Communication via email, social networks, or phone does not replace the formal cancellation made through the Platform;

• The cancellation system ensures traceability, contractual protection, and consistent treatment for both parties;

• Cancellations submitted outside the system will not be considered valid for automatic refund calculation purposes.

8. Refund Conditions

Refunds processed through HTP follow these criteria:

• They will be issued through the same payment method used for the booking (unless technically or legally impossible);

• Processing may take between 7 to 10 business days, with a maximum of 14 business days, depending on the bank or payment operator;

• Banking delays or currency fluctuations beyond HTP’s control may occur;

• Processing fees or Platform commissions may be deducted, provided they were clearly indicated at the time of booking;

The amount will be refunded in the currency used for the booking. In case of currency conversion, the rate applied by the payment processor will apply, and HTP will not be liable for any resulting differences.

Services with multiple sessions:

For services consisting of several sessions (e.g., packages, training, therapies), the refund will be proportional to the unused sessions, according to the conditions described in the applicable policy.

Non-refundable costs:

HTP may deduct from the refund any external non-refundable costs (e.g., venue rentals, insurance, third-party fees), provided such charges were previously indicated in the listing or booking confirmation.

9. Additional Scenarios

9.1. Multiple or Group Services

Services lasting several days or sessions are not, as a rule, divisible for refund purposes, unless expressly stated in the listing;

• Group bookings are treated as a single contractual unit;

• Partial participant cancellations will only be accepted if such a possibility is clearly indicated in the service listing.

9.2. Technical Errors

HTP assumes responsibility for cancellations caused by proven system failures, including calendar issues, payment errors, or confirmation failures;

In such cases, the Client will receive a full refund, and the Provider may be compensated at HTP’s discretion if demonstrably affected.

9.3. Third Parties Involved

• When the delivery of the service depends on external suppliers (e.g., venues, accommodations, guides), the refund policies of such third parties must be explicitly indicated in the listing;

• In the absence of this information, the Provider will be considered fully responsible for complying with the policy indicated to the Client.

9.4. Recurring Services

• For services contracted on a recurring basis (e.g., weekly classes, ongoing therapies), the Client may cancel only future sessions not yet used;

• The refund will be proportional, provided the minimum notice period set by the applicable cancellation policy is respected.

10. Dispute Resolution

In the event of a disagreement between the Client and the Provider regarding cancellation, refund, or the application of the active policy, HTP will act as an impartial mediator based on the following principles:

• HTP’s mediation is free of charge and non-binding: both parties are free to accept or reject the issued recommendation;

• The decision will be based on the analysis of communications recorded on the Platform, conduct history, and provided documentation;

• HTP may request additional evidence (e.g., proof of attendance, message records, statements) before issuing a recommendation.

Complementary mechanisms:

The parties may, if they wish, resort to private arbitration through HTP’s partner entities. In such cases:

• Arbitration costs will be shared between the parties, unless otherwise agreed;

• The arbitration decision will be binding under applicable law;

Resorting to judicial courts remains available at any time.

HTP reserves the right to consult the cancellation and refund history of both parties to support future decisions, promote transparency, and protect community integrity.

11. Responsibilities of the Service Provider

The Service Provider undertakes to:

• Immediately inform HTP in the event of any impediment affecting the delivery of the booked service;

• Strictly comply with the cancellation policy stated in their listing and applicable at the time of booking, including deadlines, refund percentages, and clear communication to the Client;

• Issue refunds through the Platform, or authorize their issuance when applicable, within the defined deadlines and in a transparent manner;

• Not charge additional cancellation fees that are not previously mentioned in the service description or communicated before the booking confirmation;

• Avoid unilateral and unjustified cancellations, except in cases of force majeure, failure to reach the minimum number of participants (if clearly stated), or relevant risk to the Client or to the Provider;

• Cooperate with mediation promoted by HTP, providing documentation or relevant information when requested.

Providers who repeatedly engage in unjustified cancellations, communication failures, or lack of cooperation during mediation processes may face the following measures:

• Reduced visibility of their services on the Platform;

• Temporary or permanent account suspension;

• Loss of access to promotional or preferential features.

12. Rights of the Platform

The Holistic Travel Plan (HTP) reserves the following rights regarding the management of cancellations and refunds:

• To unilaterally cancel bookings at any time when there is evidence of fraud, risk of harm to either party, abusive behavior, violation of the Platform’s Terms, or emergency situations;

• To update cancellation policy templates and their application criteria. Changes will only apply to new bookings made after the update, with prior notice displayed on the website and/or sent by email to Providers;

• To establish a period of 10 (ten) business days for Providers or Clients to contest policy changes. Lack of objection or continued use of the Platform after that period will be interpreted as tacit acceptance of the new conditions;

• To implement financial protection mechanisms, such as a Refund Guarantee Fund, applicable to specific service categories or situations, with previously defined rules;

• To maintain internal and confidential records of the cancellation, refund, complaint, and dispute history associated with each user (Client or Provider), in order to enhance security, credibility, and trust within the Platform;

• To apply gradual or immediate measures in response to negative behavioral patterns, including listing deactivation, temporary suspension, visibility downgrade, or account termination.

13. Legal Notice

This Cancellation Policy forms part of the Terms and Conditions of the Holistic Travel Plan (HTP) Platform and must be interpreted together with the other Platform regulations, including clauses on mediation, payments, contractual responsibilities, and dispute resolution;

In the event of any conflict between the provisions of this Policy and the applicable mandatory national legislation, the mandatory legal norms shall always prevail. For consumer Clients, the most favorable solution to the protected party shall apply, under the applicable consumer protection law;

HTP acts solely as a digital intermediary between Clients and independent Service Providers. It is not a party to the service agreement between them, except when expressly stated otherwise;

Bookings are governed by the cancellation policy selected at the time of confirmation and displayed on the service page. No retroactive changes shall apply to bookings already made;

HTP will make reasonable efforts to ensure traceability, transparency, and predictability in cancellation processes but assumes no liability for direct breaches by the parties, nor for collateral damages or loss of profit resulting from service cancellations;

The use of the Platform implies full and informed acceptance of this policy, including the standardized models, exception criteria, and described procedures, without prejudice to users’ full exercise of their legal rights.

Version History and Dates
• Version number: 00000001
• Creation Date: 02.10.2025
• Effective Date: 02.10.2025
• Last Update: 02.10.2025
• Next Scheduled Review: 02.10.2026