Refund & Cancellation Policy

2. Refund & Cancellation Policy

2.1 Scope

This Policy applies to VALERIA Access, Access Extensions and paid add-on services purchased as a consumer.

It does not reduce any mandatory statutory rights.

2.2 Statutory cancellation period

Where UK distance-contract cancellation rules apply to a service purchase, you generally have 14 days from the day after the contract is entered into to cancel without giving a reason.

Other mandatory consumer rules may apply depending on where you live.

2.3 Immediate service start

VALERIA is designed to activate promptly so you can begin shopping before your trip.

If you want Access or another service to begin before an applicable cancellation period has ended, we will ask you to expressly request immediate performance.

If you cancel after performance has begun, you may be required, where permitted by law, to pay a proportionate amount for services already supplied up to the time you cancel.

If a service is fully performed during the cancellation period, your cancellation right may end where the law allows this and where the necessary express consent and acknowledgement were obtained.

Merely logging in or viewing a dashboard does not automatically remove statutory rights.

2.4 How to cancel

You can request cancellation:

• through the cancellation/withdrawal function in your VALERIA account when available; or
• by emailing support@thisisvaleria.com.

You may use the model form below, but you do not have to use it if your message clearly states your decision to cancel.

2.5 Model cancellation form

To: VALERIA Email: support@thisisvaleria.com

I hereby give notice that I cancel my contract for the following service:

Service: Order/payment reference: Customer name: Customer email: Date ordered: Date:

2.6 Refund assessment

Where a refund is due, we will calculate it in accordance with applicable law.

Depending on the circumstances, this may take into account services already performed at your express request, such as receiving, inspection, return handling or other completed work, but only to the extent legally permitted.

We will not use a blanket "no refunds" rule to remove statutory rights.

2.7 Add-ons and extensions

Access Extensions and add-ons are separate service purchases and may have their own cancellation period.

Where an add-on has already been fully or partly performed at your request, the applicable legal rules on early performance apply.

2.8 Refund timing and method

Approved refunds will normally be made to the original payment method within the timeframe required by applicable law and payment-provider processing times.

2.9 Chargebacks

A card dispute or chargeback is not a substitute for contacting VALERIA about a service issue, but nothing in this Policy prevents you from using rights available through your card issuer.