This policy regulates booking cancellations, returns and refunds managed through Lookinfy (operated by Lookinfy S.L.). It is an integral part of the Terms and conditions of use and applies to all bookings made on the Platform.
1. General principles
- Lookinfy acts as an intermediary and processes payments through Stripe and Stripe Connect.
- When booking, the total amount is authorized on the User's payment method but not charged until the booking is confirmed.
- For instant bookings, payment capture happens upon confirmation. For approval bookings, capture happens when the Host accepts the request.
- Refunds are returned to the same payment method used in the original booking. Crediting time depends on the issuing entity (usually 3 to 10 business days).
2. Cancellation by the User (renter)
Unless the Host has set more favourable particular conditions —which will be visible before confirming the booking—, the following standard scale applies:
- More than 7 days before the booking start: 100% refund of the amount paid (including Lookinfy's commission).
- Between 7 and 2 days before the start: 50% refund of the base amount. Platform commission is not refunded.
- Less than 48h before the start or no-show: no refund.
- Requests pending approval can be cancelled at any time at no cost as long as they have not been accepted, releasing the payment authorization.
3. Cancellation by the Host
- If the Host cancels a confirmed booking, the User will receive a full 100% refund, including Lookinfy's commission.
- Lookinfy may penalize the Host with temporary listing suspension or compensatory charges in case of repeated or unjustified cancellations.
- Requests pending approval not accepted within 7 days automatically expire and the payment authorization is released.
4. Cancellation due to force majeure
Force majeure includes any unforeseeable event beyond the parties' will that reasonably prevents the use of the space (natural disasters, administrative bans, prolonged service outages, etc.). In these cases, after documentary verification, Lookinfy may authorize:
- Full refund of the amount paid, or
- Rescheduling the booking at no additional cost.
5. Claims for breach or non-conformity
If the space does not match what is described in the listing, has serious habitability, hygiene or safety deficiencies, or the Host does not deliver access on time, the User must:
- Notify Lookinfy within the first 24h from the booking start, providing photographs and a description.
- Lookinfy will mediate between the parties within a maximum of 5 business days.
- If the claim is considered well-founded, a partial or total refund may be processed against the amounts pending settlement to the Host.
6. Right of withdrawal (consumers)
According to art. 103.l) of Royal Legislative Decree 1/2007 (TRLGDCU), the right of withdrawal does not apply to accommodation services or temporary assignment of spaces for specific dates, since these are services provided for a specific period. Cancellations are therefore governed by the previous sections.
7. Additional services and featured promotion
Complementary services contracted by Hosts (featured promotion, editorial services, etc.) are non-refundable once provided or started, except for defects attributable to Lookinfy.
8. How to request a cancellation or refund
Cancellations are managed from the My bookings panel (User) or Host dashboard. For refunds due to incidents or disputes, write to support@lookinfy.atlassian.net indicating the booking ID and the reason. We will resolve within a maximum of 10 business days.
9. Modifications
Lookinfy may update this policy at any time. The version applicable to a booking will be the one in force at the time of confirmation.