1. Overview

Kopiaste ("we", "us", "our") is committed to ensuring transparency and fairness in all booking transactions. This Refund & Cancellation Policy outlines the conditions under which cancellations and refunds are processed for experiences booked through our platform (kopiastecyprus.com).

By making a booking on Kopiaste, you agree to the terms of this policy. This policy supplements our Terms of Service and should be read in conjunction with them.

Kopiaste acts as an intermediary platform connecting Guests with experience providers ("Hosts" or "Partners"). While we facilitate the booking and payment process, the experience itself is delivered by the Host. Our cancellation and refund policies are designed to protect both Guests and Hosts.

2. Cancellation by Customer

If you need to cancel a booking, please do so as early as possible through your account or by contacting us. The refund you receive depends on how far in advance you cancel:

48 hours or more before the experience: Full refund of the booking amount - what you paid is what you get back.
24-48 hours before the experience: 50% refund of the booking amount. The remaining 50% is paid to the Host to compensate for lost booking opportunity.
Less than 24 hours before the experience: No refund. The full booking amount is paid to the Host. Exceptions may apply at the Host's discretion.

Cancellations must be submitted through your Kopiaste account or via email to info@kopiastecyprus.com. Verbal cancellations or messages to the Host alone are not sufficient.

3. Cancellation by Partner/Provider

If a Host cancels a confirmed booking, you are entitled to:

A full refund of the total booking amount, no deductions.
Priority rebooking on an alternative date or similar experience, subject to availability.
A credit voucher equal to 110% of the original booking value, redeemable within 12 months, if the cancellation occurs within 48 hours of the scheduled experience.
We will notify you promptly of any Host cancellation and assist you in finding a suitable alternative.

Hosts who repeatedly cancel confirmed bookings may face penalties, including reduced visibility on the platform, temporary suspension, or permanent removal.

4. No-Show Policy

A "no-show" occurs when a Guest fails to arrive for a confirmed booking without cancelling in advance. No-shows are not eligible for any refund.

We understand that unexpected circumstances can arise. If you experience an emergency that prevents you from attending:

Contact us within 24 hours of the missed experience with supporting documentation (e.g., medical certificate).
We will review each case individually and may offer a partial refund or credit at our sole discretion. Decisions are final.

5. Weather & Force Majeure

Some experiences are weather-dependent (e.g., boat trips, outdoor tours). In cases where weather or unforeseen circumstances prevent the experience from taking place:

If the Host cancels due to weather or safety concerns, you will receive a full refund or the option to reschedule at no extra cost.
If the experience proceeds but you choose not to attend due to weather conditions (and the Host has not cancelled), standard cancellation terms apply.
Force majeure events (natural disasters, pandemics, government restrictions, civil unrest, strikes, or other circumstances beyond our control) are handled on a case-by-case basis. We will make reasonable efforts to offer refunds or rescheduling where possible.

We strongly recommend purchasing travel insurance that covers cancellations due to unforeseen circumstances.

6. Refund Processing Time

Approved refunds are processed as follows:

Refunds are initiated within 2 business days of approval.
Processing to your original payment method may take 5-10 business days, depending on your bank or card issuer.
Refunds are always returned to the original payment method. We cannot redirect refunds to a different card or account.

If you have not received your refund after 10 business days, please contact us at info@kopiastecyprus.com with your booking reference number.

7. Booking Modifications

Need to change your booking rather than cancel? We allow the following modifications:

Date changes: Free of charge if requested more than 48 hours before the original experience date, subject to availability.
Guest count changes: Additional guests can be added if capacity permits. Reducing the guest count follows the cancellation policy for the removed portion.
Experience swaps: Changing to a different experience is treated as a cancellation + new booking. Standard cancellation terms apply to the original booking.

All modifications must be requested through your Kopiaste account or by emailing info@kopiastecyprus.com. Changes requested less than 24 hours before the experience may not be accommodated.

8. Gift Vouchers / Promo Codes

Gift vouchers and promotional codes are subject to the following terms:

Gift vouchers are non-refundable and cannot be exchanged for cash.
If a booking made with a gift voucher is cancelled by the Host, the voucher value will be re-credited to your account for future use.
Promo codes and discount codes are non-refundable. If a booking using a promo code is cancelled, only the amount you actually paid will be refunded.
Gift vouchers are valid for 12 months from the date of purchase unless otherwise stated.

9. Dispute Resolution

If you disagree with a cancellation or refund decision, you may dispute it as follows:

Contact our support team at info@kopiastecyprus.com within 14 days of the decision, providing your booking reference and reason for dispute.
We will investigate and respond within 14 business days.
If the dispute cannot be resolved through our internal process, you may submit a complaint to the Cyprus Consumer Protection Service or seek resolution through the courts of Limassol, Cyprus, as outlined in our Terms of Service.

We encourage you to contact us first - most disputes are resolved quickly through direct communication.

10. Contact & Complaints

For questions, cancellations, or complaints regarding this policy, please contact us:

Email: info@kopiastecyprus.com
Address: Limassol, Cyprus
Response time: We aim to respond to all enquiries within 2 business days.

You may also contact the Cyprus Consumer Protection Service for independent advice or to lodge a formal complaint.

Refund & Cancellation