Refund, Cancellation & Returns Policy

This Refund, Cancellation & Returns Policy explains how cancellations, refunds, failed services, changes and other payment-related issues are handled on the Janded Platform.

Because Janded is a marketplace connecting Users with independent Providers, the applicable cancellation conditions may differ depending on the service purchased. The specific cancellation and refund conditions applicable to a booking will be displayed to the User before payment whenever applicable.

Janded does not apply one universal cancellation period to every service. Different products have different commercial and operational characteristics. For example:

Where a User wishes to cancel a booking, the User should do so through the Janded Platform or contact Janded customer support.

The amount refundable will depend on the cancellation conditions applicable to the specific booking:

• fully refundable and cancelled within the permitted period → Janded will process the applicable refund
• partially refundable → only the eligible amount will be refunded
• expressly non-refundable → no refund normally available except where required by law or where Janded / the Provider approves an exception

If a Provider cancels a confirmed booking, Janded may assist the User with:

• a full refund
• rescheduling
• an alternative service
• another appropriate remedy

The remedy will depend on the circumstances, the Provider's terms and applicable law.

Where a Provider cannot deliver a service substantially as described, Janded may investigate the matter and determine the appropriate assistance available under the applicable booking conditions and law.

If a User fails to attend a booked service without cancelling within the applicable cancellation period (“no-show”), the booking may be treated as non-refundable. This will depend on the specific Provider's terms disclosed before purchase.

Users are responsible for arriving at the required meeting point or check-in location on time.

Where late arrival results in the User missing a service, the booking may be treated as a no-show unless the Provider agrees otherwise.

Requests to change a booking are subject to availability and Provider conditions. Changes may result in:

• additional charges & fare differences
• administrative fees
• loss of eligibility for a refund

Janded will display or communicate applicable charges before confirming a change where reasonably possible.

Where a refund is approved, Janded will generally initiate the refund through the original payment method where technically and legally possible.

The time required for the refund to appear in the User's account may depend on:

• the payment provider & card network
• bank & payment method
• applicable processing times

Janded does not control the processing time of independent banks or payment institutions.

If a payment attempt fails but the User believes money has been deducted, the User should contact Janded promptly and provide the relevant transaction information.

Janded will investigate the transaction with the relevant payment provider. Where a transaction was not successfully completed but funds were temporarily reserved or debited, any applicable reversal or refund will be processed through the relevant payment infrastructure.

If a User believes they have been charged more than once for the same transaction, they should contact Janded immediately.

Janded will investigate the transaction records and, where a duplicate charge is confirmed, arrange the appropriate correction or refund.

If a User believes that an incorrect amount was charged, the User should contact Janded and provide the booking reference and transaction details.

Janded will investigate the matter and, where an error is confirmed, process the appropriate correction.

If a Provider substantially fails to provide a service in accordance with the confirmed booking, the User should:

• contact the Provider where reasonably possible
• contact Janded as soon as reasonably possible
• provide relevant evidence — photographs, documents or other information where appropriate

Janded may investigate the complaint and coordinate with the Provider. Any remedy will depend on the nature of the issue, the applicable booking conditions and applicable law.

Certain experiences are dependent on weather or other external circumstances.

Where a Provider cancels an experience because it is unsafe or impracticable to operate, the applicable Provider cancellation policy will determine whether the User receives a refund, an alternative date, or another remedy.

Where applicable law provides mandatory consumer rights, those rights prevail.

Janded may facilitate bookings involving airlines, ferries, buses, taxis, private transfers or other transportation providers.

Where a disruption is caused by the transportation provider, the relevant provider's terms and applicable law may determine the available refund or compensation. Janded will reasonably assist Users in communicating with the relevant Provider.

Accommodation cancellations and refunds are governed by the conditions displayed for the particular property and booking.

Non-refundable accommodation bookings may not be refundable except where required by applicable law or where the accommodation Provider approves an exception.

Unless otherwise required by law, approved refunds will normally be returned through the payment method used for the original transaction.

• Janded may request additional information where necessary to verify the transaction or prevent fraud
• Janded will not knowingly refund a transaction to an unrelated third party

Where a booking is cancelled, any Janded service or booking fee will be treated according to the specific booking terms displayed before purchase and applicable law.

Where Janded is required to provide a full refund under applicable law, the treatment of associated fees will comply with that legal requirement.

Janded may consider exceptional refund requests involving circumstances such as:

• serious emergencies & significant service disruption
• Provider failure & major travel restrictions
• other extraordinary circumstances

Refunds may be unavailable where:

• the User voluntarily purchases a non-refundable service
• the User fails to attend or arrives too late
• the User provides incorrect booking information or violates Provider rules
• the service was used or the applicable cancellation deadline has passed
• the User's circumstances fall outside the applicable refund conditions

These exclusions remain subject to mandatory consumer rights under applicable law.

If a User disagrees with a refund decision, the User may contact Janded customer support. Complaints should include:

• booking reference & date of transaction
• service concerned & reason for the complaint
• amount disputed & supporting documentation where available

Janded will review the complaint and respond within a reasonable period.

Users should contact Janded before initiating a payment dispute or chargeback where the issue can reasonably be resolved through Janded's support process.

Nothing in this provision prevents a User from exercising rights available under applicable law or the rules of the relevant payment provider. Janded reserves the right to investigate fraudulent or abusive chargeback activity.

Nothing in this Policy is intended to remove or restrict mandatory rights granted to consumers under applicable Cabo Verde law. Where a mandatory legal right provides a greater protection than this Policy, the applicable legal right will prevail.

For cancellation or refund requests: