Refund Policy

This Refund Policy applies to payments made through EBENESAID, including platform service fees and payments for services provided by our verified partners (housing, food, and transport). It works together with our Terms and Conditions and with each partner’s own service terms shown at the point of booking.

If you are a consumer in the EU, you generally have 14 days to withdraw from a distance contract without giving a reason. Some exceptions apply by law, in particular:

• Services that you asked us to start, and which have been fully performed, during the withdrawal period, once you acknowledged you would lose the right of withdrawal on completion.
• Time-specific services such as a transport pickup booked for a particular date and time.
• Perishable goods such as prepared food, which cannot be returned for hygiene reasons.

Where the right of withdrawal applies, we will refund eligible amounts without undue delay.

A platform service fee may apply to certain accounts or actions. If you have paid a service fee and have not yet received the related service, you may request a refund within 14 days. If the service has already been delivered, the fee is generally non-refundable except where required by law.

Housing payments, holding fees, and deposits are subject to the specific cancellation terms shown on each listing before you confirm. Refund eligibility and any deductions depend on those terms and on how far in advance you cancel. Where EBENESAID has charged a commission on a cancelled booking that qualifies for a refund, that commission is refunded with the booking.

Because meals are perishable and prepared to order, food orders cannot be cancelled once preparation has begun and are not eligible for withdrawal. If an order arrives incorrect, incomplete, or not fit to eat, contact us within 24 hours with details and photos and we will arrange a refund or replacement where the complaint is verified.

Transport is a time-specific service. Cancellation and refund windows are shown on each service before you confirm. Cancellations made within the partner’s stated notice period are eligible for a refund; late cancellations or no-shows may not be refundable because the partner has reserved the vehicle and driver for you.

Some payments are made by mobile money (for example MTN or Orange), bank transfer (for example UBA), or by uploading proof of payment for review. Approved refunds for these methods are returned to the same account or number used for payment, once the original payment has been confirmed.

To request a refund, email [email protected] from the email on your account, with your name, the order or booking reference, the amount, the payment method, and the reason. You can also raise the request from the support section of your dashboard.

We aim to acknowledge refund requests within 3 business days. Approved refunds are usually processed within 5 to 10 business days, though the time to appear in your account depends on your payment provider.

Please contact us first so we can resolve the issue quickly. If you remain unhappy, you may have the right to refer the matter to the Latvian Consumer Rights Protection Centre (PTAC) or to use the EU Online Dispute Resolution platform.

We may update this policy from time to time; the "Last updated" date above shows the current version. For any questions, contact [email protected].