Refund policy

Payments (tips and no-show charges) are collected via Stripe and paid directly into the business’s Stripe account. Kwibli does not hold that money: it only retains its commission. That is why most refunds are issued by the business, and we help you get them.

We will never ask for your full card number or banking passwords.

Tips are voluntary and final once completed. A refund applies in these cases:

• Duplicate payment, or an amount different from what you intended because of an obvious mistake.
• Use of your card without your authorisation.
• A technical error on the Platform.

Ask as soon as possible, ideally within 30 days of the payment, by emailing hello@kwibli.com. Because the payment settles directly into the business's Stripe account, the business is the one that executes the refund; we forward your request to it. Refunds go back to the same payment method; your bank may take 5 to 10 business days to show it.

These are only charged if you do not show up or cancel after the free-cancellation window you accepted when booking. We always email you when a charge is made.

If you think a charge is wrong (for example, you attended, cancelled in time, the business cancelled, or the amount differs from what you accepted):

• Step 1. Contact the business; you can reply to the charge notification email.
• Step 2. If it is not resolved within 7 days, email us at hello@kwibli.com. We will review the booking and consent record (date, time and text of the accepted policy) and share it with both parties.
• Step 3. If the charge does not match the accepted policy, we will ask the business to refund you and may suspend its use of the guarantee feature.

Kwibli does not currently take deposits or prepayments when you book: your card is only saved as a guarantee and is not charged except in the cases in section 3. If a business charges you an advance payment by other means, its refund is governed by that business’s own terms.

The 14-calendar-day right of withdrawal (arts. 102 et seq. TRLGDCU) applies to distance contracts between consumers and traders. On Kwibli:

• The Platform is free for Users: there is no paid contract with Kwibli to withdraw from.
• Restaurant bookings for a specific date are excluded from the right of withdrawal (art. 103.l TRLGDCU). You can still cancel free of charge within the window set by the business.
• Tips are voluntary payments carried out immediately at your request; they cannot be withdrawn from, but they are refunded in the cases in section 2.
• If you book another type of service where withdrawal does apply, the business, as the provider, must inform you and honour it.
• Partners contract as businesses or professionals, so they have no statutory right of withdrawal.

When a business refunds a tip or a no-show charge to a User, in full or in part, Kwibli’s commission on that transaction is not refunded. The same applies when a dispute or chargeback is decided in the User’s favour. The only exception is a refund or chargeback that results from an error by Kwibli (for example, a duplicate or wrong charge caused by the platform): in that case Kwibli refunds its commission on that transaction, in full or in proportion to the amount refunded, to the business’s Stripe account, and the refund is shown on the next commission invoice.

Stripe processing and dispute fees are governed by Stripe’s terms and are not refunded by Kwibli.

If you disagree with a commission invoice, contact us within 30 days of its issue; after that it is considered accepted, except for clerical errors.

You can always contact your bank to dispute a charge. We recommend following this procedure first, as it is usually faster. If you open a dispute, Stripe will handle it with the business, which may provide the record of your booking and consent.

Kwibli does not hold your payment or reverse it directly — we only charge a commission on each transaction. We still help: email us and we will forward your refund request to the relevant business.

Email hello@kwibli.com with:

• The name of the business.
• The date and amount of the payment.
• The email you booked with or that received the receipt.
• The reason for your request and, if available, screenshots or proof.

We will acknowledge your request and reply as soon as possible, and within 30 days at the latest.

If you are a consumer and are not satisfied, you can contact your regional consumer affairs services or ask the business for its official complaint form (hoja de reclamaciones).