Refund Policy (Services)

Right of Cancellation (Right of Withdrawal)

You have the right to cancel your service order within 30 days without providing any reason. This 30-day period starts from the date of your order (the conclusion of the service agreement). To exercise your right of cancellation, please inform us of your decision with a clear statement (for example, by email). You can send your request to: info@canaaria.com.

In the event of a valid cancellation, we will refund the due amount within 30 days of receiving your request. The refund will be made using the same payment method you used for the order, and you will not incur any fees for the refund.

General Terms for Cancellation and Refunds

As our services are intangible and personalized, the concept of a physical "return" does not apply. However, we have defined specific cancellation and refund terms for each of our three current services. Please refer to the relevant conditions below for the service you purchased.

1. Online Consultation

Pricing & Payment: The online consultation consists of a preliminary session billed at €75. This amount is due when booking the consultation (no 3-pay option for this service). There is no free trial period for the consultation.

Cancellation or Rescheduling: If you have booked an online consultation, you can cancel or reschedule it free of charge by notifying us at least 24 hours in advance. In this case, we will fully refund the €75. However, if you cancel less than 24 hours before the appointment (or fail to attend without notice), the session will be considered as due, and no refund will be issued for the missed consultation.

Satisfaction and Voucher: If, after your consultation, you decide to purchase one of our support packs (Essential Pack or Premium Pack), we will offer you a €75 discount voucher to use on the chosen pack. This voucher is equivalent to the amount already paid for the consultation, so you won’t pay twice for the initial phase. (Note: This €75 voucher is not redeemable for cash and can only be applied to a subsequent service pack purchase.)

2. Essential Pack

3-pay option: The Essential Pack can be paid in three installments at no extra cost (the 3-pay option is available, including PayPal 3x). The first payment is due when ordering the pack, which starts the service. The second payment is due after Phase 1 (initial diagnosis and analysis of your situation), once we have presented a customized action plan/strategy, and you have approved it. The third and final payment is due at the end of Phase 2, after the effective implementation of the recommended solutions. (There is no separate deposit: the first installment acts as a commitment and covers the first phase.)

Cancellation & Refund:

• If you cancel after Phase 1 (after receiving the diagnosis and initial recommendations): you will not be required to make further payments. The second and third installments will be canceled. However, the first payment already made is non-refundable, as it covers the first phase of service that has already been provided.

• If you cancel after Phase 2 (after receiving the strategic action plan, but before/after the start of implementation): the third and final payment will not be billed. The first and second payments will not be refunded, as they correspond to phases of service already completed (diagnosis/analysis and delivered action plan).

• If you cancel before the service starts (e.g., right after ordering the Essential Pack but before we begin Phase 1): you are entitled to a full refund of any amount already paid for the pack, since no part of the service has yet been provided. (This initial cancellation must be made within 30 days of ordering, in accordance with the right of withdrawal.)

No trial period: The Essential Pack is a personalized service and does not include a free trial. Once work has started (after the first payment and the beginning of Phase 1), the commitment is firm for the phase started. However, you retain the option to stop the following phases as described above and not be billed for the rest if you are not satisfied, in compliance with our 30-day cancellation period.

3. Premium Pack

3-pay option: The Premium Pack (our most comprehensive support offer) can also be paid in three installments at no extra cost. The process is the same: the first payment is due at order to start the service, the second payment after Phase 1 (in-depth diagnosis and detailed strategy proposal) once you validate the action plan, then the third payment after Phase 2 (implementation and installation of the agreed solutions).

Cancellation & Refund:

• If you cancel after Phase 1 (after receiving the initial diagnosis and recommendations of the Premium Pack): the remaining installments (second and third) will be canceled and not charged. The first payment is non-refundable, as the first phase has already been completed and delivered.

• If you cancel after Phase 2 (after receiving the complete strategic action plan, but before the completion of Phase 3): the third and final payment will not be charged. However, the first and second payments are non-refundable, as they correspond to phases of service already completed (analysis/strategy and delivery of the full plan).

• If you cancel before the Premium Pack begins (i.e., within 30 days of ordering and before the effective start of Phase 1): you are entitled to a full refund of the amount paid as the first installment, since no service has yet been provided.

Commitment and phases: As with the Essential Pack, there is no trial period or separate deposit for the Premium Pack. The initial payment triggers significant custom work. You are free to stop the project between phases without extra fees (by ceasing future payments) if you decide not to continue, but work already performed remains due and is covered by the payments already made. Our goal is your satisfaction, and we remain attentive at every stage to adjust the service if needed.

Limitations and Exceptions

Certain special conditions apply due to the nature of our services:

• Fully executed services: If a service has been fully performed (completed) before the 30-day period expires, after you have explicitly agreed to start the service without waiting, you will not be able to exercise the right of cancellation to claim a refund for that completed service. In other words, once the full service has been delivered, it cannot be “returned”.

• Custom services: Most of our services (consultations, support packs) are personalized and made to measure according to your needs. As such, once execution has started with your consent, we reserve the right to refuse a request for a full refund if the service has already been partially provided. We may, however, offer a fair solution, such as not charging for future unpaid phases, as detailed above.

• No physical product return: As no physical product is shipped for our services, you will not be asked to return an item for a refund. Cancellation is made by a simple written request from you, and if applicable, leads to the termination of the ongoing service and billing only for phases already completed.

• No free trial or refundable deposit: Our services do not include a free trial period, and we do not charge a separate deposit. The first payment for a service constitutes your commitment and triggers the provision of the service. Except within the 30-day right of withdrawal or commercial guarantees stated above, this first payment is not refundable once the service has started (except in case of our fault or exceptional commercial arrangement).

(Note: Nothing in this policy affects your statutory consumer rights. For example, if we fail to meet our contractual obligations or the service provided does not match what was agreed, you retain the right to seek a refund or compensation in accordance with applicable law.)

Procedure for Cancellation Requests

For any cancellation or refund request, please follow the procedure below:

• Contact us in writing: Send an email to info@canaaria.com stating your order number, the service concerned (consultation, Essential Pack, or Premium Pack), and a clear statement of your wish to cancel the service.

• Acknowledgement of receipt: We will confirm receipt of your cancellation request by email. If necessary, we may ask you for further details (e.g., to identify the phase at which you wish to stop the service).

• Confirmation and refund: Once your eligibility for a refund is verified under the above terms, we will send you confirmation of the cancellation. Where applicable, the relevant (partial or full) refund will be processed within 30 days from the date of confirmation. You will receive a notification email once the refund has been issued. (Refunds are made by the original payment method. Please note that bank processing times may vary depending on your financial institution.)

Contact

If you have any questions regarding our return and refund policy or the payment methods for our services, please contact us by email at info@canaaria.com. We are at your disposal for any additional information and to ensure a satisfactory experience with our services.