Effective Date: 03.01.2025

This Policy governs the procedure for issuing refunds, canceling sessions, and resolving disputes between the Client and Tanero. It applies to all services provided via the tanero.men Platform.

1. Grounds for a Full Refund
A full refund is available in the following cases:

• The Client cancels the session at least 24 hours before the scheduled time;
• The session is canceled by Tanero less than 24 hours before the scheduled time;
• Tanero, through its own fault, fails to provide the service or violates the agreed conditions, and the Client declines to reschedule. The violation must be confirmed through Tanero’s internal review and/or a written statement from the Client describing the issue in detail.

Refunds are issued through the same payment channel used for the original transaction, within 7 business days from confirmation of the request, unless otherwise agreed.

2. Conditions for Cancellations and Rescheduling
The Client may cancel or reschedule a session no later than 24 hours before the scheduled time;

• If the session is canceled less than 24 hours in advance, the fee is non-refundable, and the session is considered completed;
• If Tanero cancels a session less than 24 hours in advance, the Client is entitled to one additional session free of charge.

All notifications of cancellations or schedule changes are only valid if sent via email or through the official communication channels listed on the Platform, including email and the WhatsApp support chat.

3. How to Submit a Refund or Reschedule Request
To request a refund or reschedule a session, the Client must contact Tanero support via the WhatsApp chat. If the chat is unavailable, the request may be sent by email (address listed on the Platform). The message must include:

• the name and email address used for booking;
• the date and time of the session;
• the reason for the request.

Requests are reviewed within 5 business days. Each case is considered individually based on the circumstances.

4. Conditions Under Which Refunds Are Not Issued
A refund will not be issued in the following cases:

• The Client cancels the session less than 24 hours in advance;
• The Client did not join the session and failed to notify Tanero at least 2 hours before the scheduled time. In this case, the session is considered completed and non-refundable. If prior notice is given, rescheduling may be offered;
• The Client declines the service after it has been provided, without a valid reason (e.g., technical failure, serious breach of terms, or inappropriate behavior by the specialist);
• The reason for the refund request is based on subjective opinion (expectations, communication style, personal preferences, etc.).

5. Dispute Resolution
Tanero seeks to resolve all disputes in good faith through open communication. If the Client is dissatisfied with a refund decision, they may submit a second request providing a detailed explanation. Tanero will review it within 14 calendar days.

If no agreement is reached, the parties may engage in mediation or bring the dispute before a court in the jurisdiction of Tanero’s registration — Alicante, Spain. The applicable law is the current legislation of Spain.

6. Changes to the Policy
Tanero reserves the right to modify this Policy at any time. The updated version becomes effective upon publication on the Platform. In the event of significant changes, Clients with active bookings will be notified by email. Continued use of the Platform constitutes acceptance of the revised Policy.