Cancellation and Refund Policy

This Cancellation and Refund Policy sets out the terms under which a booking made through the AgroVino platform can be cancelled, and the cases in which the user is entitled to a full or partial refund of the amount paid.

This Policy forms an integral part of AgroVino’s Terms of Use and Booking and is made available to the user before the booking is completed. Each booking is governed by the version of the Cancellation and Refund Policy in force when it was made.

For each experience, the Provider decides whether free cancellation is offered. Where it is, free cancellation is available up to twenty-four (24) or forty-eight (48) hours before the scheduled start of the experience. Whether free cancellation is offered, and the deadline that applies to the experience, are made clear to the user before the booking is completed and form part of the terms of the booking.

The user can cancel a confirmed booking using the cancellation option provided on the platform or, where that is not available, by contacting AgroVino using the contact details shown on the platform.

If the booking is cancelled within the free cancellation deadline that applies to the experience, as made known to the user before the booking was completed, the user is entitled to a full refund of the amount paid for that booking.

If the booking is cancelled after the free cancellation deadline has passed, the amount paid is not refunded.

Within the same deadline, the user may, instead of cancelling, move the booking free of charge to another available date or time of the same experience. A move depends on the experience being available at the new date or time and does not count as a cancellation or give rise to a refund.

Where free cancellation is not offered for an experience, as stated clearly in its listing and made known to the user before the booking is completed, the amount paid is not refunded if the user cancels the booking, whenever the cancellation is made. In that case the booking also cannot be moved to another date or time. This does not affect the user’s rights under articles 4 to 6 of this Policy.

The time of cancellation is the time at which the cancellation is successfully recorded on the platform or, where it is made by another available means, the time at which the request reaches AgroVino.

If the user does not arrive for the experience on the scheduled date and time, without having first cancelled the booking in accordance with this Policy, the booking is treated as unused and the amount paid is not refunded.

If the user is running late, they should let the Provider or AgroVino know as soon as possible. Whether they can still take part depends on the nature, duration and format of the experience, and on whether they can join late without disrupting it.

If, because the user arrived late, they can no longer take part, or can take part in only some of the scheduled experience, this does not give rise to a right to a full or partial refund.

If the Provider cancels a confirmed booking or cannot hold the experience on the scheduled date and time, the user is informed as soon as possible and is entitled to a full refund of the amount paid for that booking.

Instead of a cancellation, the user may be offered a move of the booking to another available date or time. The booking is moved only if the user accepts. If they do not accept the proposed move, they are entitled to a full refund of the amount paid.

If, after the booking is confirmed, the Provider proposes a material change to a main feature of the experience, in particular its date, time, location or an essential part of its content, the user is informed without delay and may either accept the change or cancel the booking and receive a full refund of the amount paid.

Changes or adjustments that do not materially affect the nature, content or value of the experience and do not deprive the user of a main feature of the booking, such as small changes to the order or presentation of the stages of a tasting, do not in themselves give rise to a right to cancel or to a refund.

If the experience is not provided even though the user arrived as stated in the confirmed booking, the user is entitled to a full refund of the amount paid.

If the experience is provided but differs materially from the main features with which it was presented on the platform and agreed when booking, the user may submit a request to AgroVino, giving the booking details and describing the problem.

To look into the request, AgroVino may ask the user and the Provider for the information or evidence reasonably needed to establish the facts.

If a material shortfall is established, its nature and extent, the part of the experience that was delivered properly and the effect of the shortfall on the experience as a whole are taken into account in deciding on the appropriate remedy, which may, depending on the case, include a full or partial refund of the amount paid.

Mere subjective dissatisfaction with aspects of the experience that were delivered in line with the description and the booking terms does not, in itself, amount to improper provision and does not give rise to a right to a refund.

If the experience becomes impossible or unsafe to hold because of circumstances beyond the Provider’s influence and control, such as extreme weather, natural disasters, fire, bans or restrictions imposed by the competent authorities or other similar extraordinary events, the user is informed as soon as possible.

In that case the user may be offered a move of the booking to another available date or time. The booking is moved only if the user accepts.

If the experience is cancelled and the user does not accept a move of the booking to another date or time, the full amount paid for that booking is refunded.

Ordinary weather, or changes in the weather that do not make the experience objectively impossible or unsafe, are not in themselves a reason for cancellation with a full refund. If the user chooses not to take part for that reason, the general cancellation terms of article 2 of this Policy apply.

Refunds under this Policy are, as a rule, made to the same payment method used for the original transaction, unless that is not technically possible or something else is agreed with the user.

Where, under this Policy, the user is entitled to a full refund, the total amount paid for the booking is refunded, including the part corresponding to AgroVino’s commission.

Where a partial refund is provided for, the amount refunded corresponds to the part of the booking for which a right to a refund has been recognised under this Policy.

Refunds are processed through Stripe, the partner payment service provider. Once a refund has been started, the time it takes for the amount to reach the user’s account or payment method depends on the procedures of the payment service provider, the bank or the card issuer, and is not under AgroVino’s direct control.

To cancel a booking, request a refund or report a problem with how this Policy has been applied, the user can use the relevant options provided on the platform or, where needed, contact AgroVino using the contact details below.

When getting in touch, the user should give the details needed to identify the booking and, for a refund request about a problem during the experience, describe what happened and provide, where needed and possible, the evidence needed to look into it.

AgroVino contact details – Email: info@agro-vino.com