Refund Policy

If you subscribe as a Consumer (a private individual, not acting for a trade, business or profession), you may withdraw within 14 days of the day you first subscribe, under Directive 2011/83/EU (in Romania, OUG 34/2014).

At checkout you ask us to start the Service immediately. If you withdraw within the 14 days, we therefore refund what you paid minus the days you already used, calculated per day of your billing period (monthly or yearly). For example, on the yearly Hotel plan (€490), withdrawing on day 5 refunds about €483.29. VAT is refunded in the same proportion.

To withdraw, email support@henoraguest.com with a clear statement that you are withdrawing. Your subscription ends when we process it.

After the 14 days, payments are non-refundable, except for the billing errors in Section 3.

If you subscribe for purposes related to your trade, business or profession (for example as a company, a sole trader or PFA, or a property-management agency), the consumer right of withdrawal does not apply. Payments are non-refundable, except for the billing errors in Section 3.

Whoever you are, we refund in full, usually within 5–10 business days, when:

• Duplicate charge: you were charged twice for the same plan and period because of a payment-processor or upgrade-flow issue;
• Charge after cancellation: your subscription renewed even though you had cancelled before the renewal date;
• Total service failure caused by us, e.g. a prolonged outage during a period you paid for and could not use the Service in any meaningful way.

Email us with the Stripe receipt and we’ll handle it.

• Unused time after a cancellation, monthly or yearly: your subscription stays active until the end of the paid period (except a consumer withdrawal under Section 1);
• Renewals (monthly or yearly), including renewals you forgot to cancel;
• Past billing periods in which the Service was available;
• Plan changes: when you switch plans or between monthly and yearly billing, Stripe adjusts the price for the time left (proration) instead of issuing a refund.

Email support@henoraguest.com with the subject Refund request, including:

• the email address on your Henora Guest account;
• the Stripe receipt or invoice number (forwarding the email works);
• a short note on the reason.

If you are withdrawing as a consumer, say so in the email. We aim to reply within two business days. Once approved, the refund is issued through Stripe to the original payment method. Most banks credit the amount within 5–10 business days.

Cancellation and refund are separate. You can cancel at any time from Settings → Manage subscription; that stops future renewals but does not refund past charges. Consumers withdrawing within the 14 days (Section 1) should email us instead.

If we decline a refund and you believe it’s due, you can:

• contact ANPC’s Alternative Dispute Resolution body, see Terms §15;
• open a chargeback with your card issuer (last resort, we’d rather you talk to us first).

We may update this policy; the current version with its date is published on the site. Material changes will be communicated to active subscribers in advance.

Questions about a charge or refund: support@henoraguest.com.