Cancellations and refunds
What happens if you cancel, and if the person offering the craft or experience cancels.
The rules are the same for everyone and written in advance, not decided afterwards. Here is what happens in each case.
If you cancel
Up to 72 hours before the start you can choose between a voucher of the same value, to spend on the platform, and a new date, depending on the availability of the person offering the craft or experience.
In the final 72 hours the booking is no longer refundable, except for force majeure or exceptional circumstances. It is the window in which the person expecting you has already bought the materials, kept the workshop free and turned down other requests.
If the person offering the craft or experience cancels
We’ll refund you everything: the price of the craft or experience, the ToBePolo service commission and any other amount charged. Always, with no time windows.
If they don’t confirm your request by the deadline, at most 6 hours, or if they decline it, the request lapses and we don’t charge you anything.
When the money arrives
Within 14 days from the cancellation, to the same payment method you used, unless otherwise agreed.
The right of withdrawal, when it applies
For crafts and experiences with a set date or period the right of withdrawal does not apply: the law excludes it for leisure services booked for a specific date. This does not affect the cancellation and refund rights described above.
For crafts and experiences without a set date you can withdraw within 14 days from the conclusion of the contract, by writing to info@tobepolo.com: we refund everything, fee included, within 14 days of your message.
Where to ask
Cancellations, changes and new dates can only be requested only through the platform or through the official channels. A private agreement with the person offering the craft or experience is not valid unless we confirm it in writing. It’s the same reason the chat stays inside ToBePolo: if there is no trace, we cannot step in.
If you buy from a hobbyist
When the person offering the craft or experience is a private individual without a VAT number, the contract is between two private individuals: the protections of the Consumer Code do not apply, including the right of withdrawal and the guarantee of conformity. It is also stated in the listing of the craft or experience, before you pay.
Summary of Terms and Conditions — Users section. If they differ, the Terms apply.
