This policy covers two distinct relationships:
- A. Your paid subscription with Ibiza Amigo (Digital Energy EOOD)
- B. Bookings you make with third-party partner businesses through the bot
A. Subscription cancellations and refunds
A.1 Cancel anytime
You may cancel your Amigo Pass or Season Pass at any time:
- Write "CANCEL" on WhatsApp, or
- Email hello@ibizamigo.com, or
- Manage your subscription in the partner portal (if applicable)
Cancellation takes effect at the end of the current billing period. You retain access until then.
A.2 No refund for the current period (subject to A.3)
Once a billing period has begun, we do not issue pro-rata refunds for the unused portion, except where required by law. This aligns with common practice for weekly/monthly digital subscriptions and does not override:
- The 14-day right of withdrawal (A.3)
- Statutory rights under Spanish consumer law (A.4)
A.3 14-day right of withdrawal (Directive 2011/83/EU + RDLeg 1/2007 Arts. 102–108)
For new subscribers, you may withdraw within 14 calendar days of purchase without reason.
Important: If you start using the Service (e.g. send messages beyond the free tier) during the 14-day window and you expressly acknowledged on subscribing that doing so would cause you to lose the withdrawal right, the right may be lost. Otherwise we refund pro-rata for usage prior to withdrawal (Art. 108 RDLeg 1/2007).
To withdraw: write "WITHDRAW" on WhatsApp or email privacy@ibizamigo.com within 14 days. Include your phone number and the statement: "I wish to withdraw from the subscription dated [•]."
Refund by original payment method within 14 days of receiving your request (Art. 107 RDLeg 1/2007).
A.4 Disputed charges / duplicate charges / wrong amounts
If you believe you have been charged incorrectly:
- Contact us first — hello@ibizamigo.com with the transaction date, amount and evidence. We investigate and, if the charge was wrong, refund within 10 business days.
- If unresolved, you may raise a chargeback with your bank. We recommend contacting us first because chargebacks can result in account suspension if abused.
A.5 Free tier
The free tier (10 messages / 24h) has no payment and therefore no refund applies. We may change free-tier limits with reasonable notice.
B. Partner bookings (restaurants, clubs, boats, transfers, villas, activities)
B.1 You contract directly with the partner
When Ibiza Amigo relays your booking request, the contract is between you and the partner business. The partner's own terms and cancellation policy apply. Ibiza Amigo is not a party to that contract.
B.2 Cancelling a booking
- We share partner cancellation terms at the time of booking where available
- To cancel, either (i) reply "CANCEL [booking reference]" on WhatsApp and we will relay, or (ii) contact the partner directly
Typical partner cancellation windows (indicative only — the partner's actual policy prevails):
| Category | Typical free-cancel window |
|---|---|
| Restaurants | Until a few hours before the reservation |
| Clubs / VIP tables | 24–48 hours before; deposits often non-refundable |
| Boat charters | 7–14 days before; deposits often non-refundable |
| Transfers | Free until 6 hours before pickup; within 6 hours, once a driver is assigned, 50%; no-show, the full fare |
| Villas | Depends on length / season; 30–60 days before is common |
| Activities | 24–48 hours before |
B.3 Deposits and no-show fees
Some partners require a deposit (paid to the partner, or via Stripe Connect when integrated). If you no-show or cancel outside the partner's window, the deposit may be non-refundable per the partner's rules.
Ibiza Amigo does not keep any part of a user-paid deposit. Commission to Ibiza Amigo is settled separately between Ibiza Amigo and the partner.
B.4 Partner cancels or doesn't deliver
If the partner cancels, overbooks, or fails to deliver the service you booked:
- Contact the partner first for refund
- If the partner refuses, contact us at hello@ibizamigo.com — we will mediate in good faith
- Without accepting any liability for the partner, Ibiza Amigo may, at its discretion, offer a goodwill credit on future subscription fees
Your statutory consumer rights against the partner are unaffected (RDLeg 1/2007, Art. 117 ff. — non-conformity).
B.5 Force majeure / weather / closure
Weather-related cancellations (especially for boats) are governed by the partner's force-majeure clause. Most partners reschedule or partially refund. Ibiza Amigo helps with the relay but cannot guarantee the outcome.
C. Chargebacks
Before raising a chargeback with your bank, please write to hello@ibizamigo.com — most disputes resolve within 48 hours. Unwarranted chargebacks may result in account suspension and are recorded as fraud for up to 6 years (Art. 6(1)(f) GDPR, aligned with tax-document retention).
D. Contact
General hello@ibizamigo.com — Privacy privacy@ibizamigo.com — WhatsApp: the number you already chat with.
Cubre dos relaciones distintas:
- A. Tu suscripción de pago con Ibiza Amigo (Digital Energy EOOD)
- B. Reservas que realizas con partners a través del bot
A. Cancelación y reembolso de suscripciones
A.1 Cancelación en cualquier momento
Puedes cancelar tu Amigo Pass o Season Pass cuando quieras:
- Escribiendo "CANCEL" por WhatsApp, o
- Correo a hello@ibizamigo.com, o
- Desde el portal de partners (si aplica)
La cancelación surte efecto al final del periodo de facturación en curso; mantienes el acceso hasta entonces.
A.2 No hay reembolso del periodo en curso (sujeto a A.3)
Una vez iniciado el periodo, no reembolsamos la parte no disfrutada, salvo por imperativo legal. Queda a salvo:
- El derecho de desistimiento de 14 días (A.3)
- Los derechos legales del consumidor en España (A.4)
A.3 Desistimiento de 14 días (Directiva 2011/83/UE + RDLeg 1/2007 Arts. 102–108)
Dispones de 14 días naturales desde la compra para desistir sin justificación.
Importante: si utilizas el Servicio dentro del plazo de desistimiento (por ejemplo, envías mensajes más allá del plan gratuito) y reconociste expresamente al suscribir que perdías el derecho por el inicio de la prestación, puedes perderlo. En otro caso, reembolsamos de forma proporcional por el uso previo al desistimiento (Art. 108 RDLeg 1/2007).
Para desistir: escribe "WITHDRAW" por WhatsApp o a privacy@ibizamigo.com en 14 días, indicando tu número y la frase: "Deseo desistir de la suscripción de fecha [•]."
Reembolso por el mismo medio de pago en 14 días (Art. 107 RDLeg 1/2007).
A.4 Cargos erróneos
Contáctanos primero en hello@ibizamigo.com con fecha, importe y prueba — si el cargo fue incorrecto, reembolsamos en 10 días hábiles. Si no se resuelve, puedes pedir contracargo al banco; el abuso puede derivar en suspensión.
A.5 Plan gratuito
Sin pago = sin reembolso. Los límites pueden modificarse con preaviso razonable.
B. Reservas con partners
B.1 El contrato es entre tú y el partner; Ibiza Amigo no es parte. Aplican los términos del partner.
B.2 Cancelación: responde "CANCEL [referencia]" por WhatsApp y lo trasladamos, o contacta al partner. Ventanas habituales (orientativas — prevalece la política del partner):
| Categoría | Plazo habitual |
|---|---|
| Restaurantes | Unas horas antes |
| Clubs / mesas VIP | 24–48 h antes; depósitos no reembolsables frecuentes |
| Barcos | 7–14 días antes; depósitos no reembolsables frecuentes |
| Transfers | Gratis hasta 6 h antes de la recogida; dentro de las 6 h, con conductor asignado, 50%; no presentación, el importe completo |
| Villas | 30–60 días antes (según temporada) |
| Actividades | 24–48 h antes |
B.3 Depósitos y no-show: los partners pueden exigir depósito; el no-show o cancelación fuera de plazo puede suponer pérdida del depósito. Ibiza Amigo no retiene parte del depósito; la comisión se liquida aparte.
B.4 Si el partner no presta el servicio: contacta al partner; si se niega, escríbenos y mediaremos de buena fe. Ibiza Amigo puede, a su discreción, ofrecer un crédito de cortesía en suscripciones. Tus derechos legales frente al partner se mantienen (RDLeg 1/2007, Art. 117 ss.).
B.5 Fuerza mayor / clima: cancelaciones por clima (barcos) se rigen por la cláusula del partner (reprogramación o reembolso parcial habitual).
C. Contracargos
Antes de un contracargo bancario, escríbenos a hello@ibizamigo.com — la mayoría se resuelven en 48 h. Los abusivos pueden derivar en suspensión y se conservan con fines antifraude hasta 6 años (Art. 6.1.f RGPD).
D. Contacto
General hello@ibizamigo.com — Privacidad privacy@ibizamigo.com — WhatsApp: el número con el que ya chateas.
- Draft the standardised withdrawal form (RDLeg 1/2007 Annex B)
- Consider whether "digital service subscription" qualifies as a "digital content" under Directive 2019/770 and adjust rights accordingly
- Align with Partner Agreement regarding pass-through of partner-policy cancellation disclosures