Refund & Cancellation Policy

Every transaction on SpareHolidays is protected by our escrow system, powered by Stripe. When a buyer completes a purchase, the payment is securely held in escrow and is not released to the seller until the transfer of the travel booking has been successfully completed and confirmed. This ensures that buyers are never left without recourse if a seller fails to deliver on their obligations.

The escrow system serves as the foundation of trust on the SpareHolidays marketplace. Funds are held securely by Stripe throughout the transfer process, and neither party can access the escrowed amount until the transaction reaches a defined resolution: either successful completion, cancellation, or dispute resolution. All buyers receive at least Basic Protection at no additional cost.

Basic Protection is included free of charge with every transaction on SpareHolidays. It provides the following safeguards: secure escrow holding of buyer funds throughout the transaction lifecycle; a structured transfer process with defined timelines and requirements for sellers; AI-powered verification of uploaded booking screenshots and transfer proof; and the ability to file a dispute within seven (7) days of transaction completion.

Under Basic Protection, if a seller fails to initiate the transfer within the required timeframe, the transaction is automatically cancelled and the escrowed funds are returned to the buyer. Buyers can also request cancellation at any time before the seller has submitted proof of transfer. Basic Protection provides a solid foundation of trust and security for standard marketplace transactions.

Premium Protection is available for an additional fee of three percent (3%) of the listing price, with a minimum charge of €2.00 and a maximum charge of €50.00. Premium Protection enhances the standard safeguards with additional benefits designed for higher-value transactions or buyers seeking extra peace of mind.

Premium Protection includes all Basic Protection features plus: an extended dispute filing window of fourteen (14) days (compared to seven (7) days under Basic Protection); faster dispute escalation with priority review by our support team; and automatic refund in the event of seller no-show, meaning if the seller fails to respond or initiate the transfer within the required timeframe, funds are automatically returned to the buyer without requiring a formal dispute filing.

The Premium Protection fee is charged at the time of purchase and is non-refundable, except in cases where the entire transaction is cancelled before the seller begins the transfer process. Premium Protection is selected during checkout and cannot be added retroactively after a purchase is completed.

Buyers may be eligible for a full or partial refund in the following circumstances: the travel booking was not transferred to the buyer within the required timeframe; the booking was found to be invalid, expired, or non-existent at the time of sale; the name change or transfer with the travel provider was not completed as required; or the booking received is materially different from what was described in the listing (e.g., different dates, route, class of service, or accommodation type).

To qualify for a refund, the buyer must file a dispute within the applicable dispute window (seven (7) days for Basic Protection, fourteen (14) days for Premium Protection) and provide supporting evidence such as screenshots, correspondence with the travel provider, or other documentation demonstrating the issue. SpareHolidays evaluates each refund request on a case-by-case basis, taking into account all available evidence from both parties.

Partial refunds may be issued where the delivered booking is substantially similar to what was listed but differs in minor, verifiable ways that reduce its value. The amount of any partial refund is determined at SpareHolidays's reasonable discretion based on the nature and impact of the discrepancy.

To initiate a refund request, the buyer must file a dispute through the Platform's dispute resolution center within the applicable window: seven (7) days from transaction completion for Basic Protection, or fourteen (14) days for Premium Protection. The dispute filing must include a description of the issue and any available supporting evidence.

Once a dispute is filed, the seller is notified and given an opportunity to respond and provide counter-evidence. SpareHolidays's review process consists of two stages: an AI-powered preliminary analysis that evaluates the submitted evidence for consistency, authenticity, and completeness, followed by a human administrator review for the final determination. Both parties may be contacted for additional information during the review process.

Possible dispute outcomes include: full refund to the buyer with the transaction reversed; partial refund to the buyer with the remainder released to the seller; release of full escrowed funds to the seller if the dispute is found to be unsubstantiated; or a mutually agreed resolution facilitated by SpareHolidays's support team. All parties are notified of the resolution via email and in-app notification.

Once a refund is approved through the dispute resolution process, the processing timeline is as follows: SpareHolidays initiates the refund through Stripe within two (2) business days of the resolution decision. Stripe processes the refund and releases the funds to the buyer's original payment method. Depending on the buyer's bank or card issuer, refunded amounts typically appear on the buyer's statement within five to ten (5-10) business days.

In rare cases involving international transactions or certain payment methods, refunds may take up to twenty (20) business days to fully process. If you have not received your refund within twenty (20) business days of the resolution notification, please contact our support team at support@spareholidays.com with your transaction reference number for assistance.

Refunds are issued to the original payment method used for the purchase. We are unable to issue refunds to alternative payment methods or bank accounts. If the original payment method is no longer valid (e.g., expired card), please contact your card issuer, as they can typically route refunds to your updated payment method.

The following situations are not eligible for a refund: buyer's remorse or change of mind after the transfer has been successfully completed and confirmed; the travel date has passed following a successful booking transfer, even if the buyer was unable to use the booking for personal reasons; disputes filed after the applicable dispute window has closed (seven (7) days for Basic Protection, fourteen (14) days for Premium Protection).

Additionally, refunds are not provided in cases where: the buyer provided incorrect personal information (e.g., misspelled name) that prevented or complicated the transfer; the travel provider changed its policies or cancelled the booking for reasons unrelated to the SpareHolidays transaction; or the buyer failed to meet the travel provider's separate check-in, documentation, or eligibility requirements.

SpareHolidays is a marketplace intermediary and is not liable for actions taken by third-party travel providers, including but not limited to flight cancellations, schedule changes, overbooking, or policy modifications that occur after a successful transfer. In such cases, the buyer should contact the travel provider directly for resolution under the provider's own policies.