Cancellations and refunds

Scope

This policy applies to services contracted by consumers with Iglow Servicios Integrales S.L. through iglow.es and app.iglow.es. Tailored quotes and business contracts may include specific terms disclosed before acceptance.

Statutory right of withdrawal

If you contract remotely as a consumer, you generally have 14 calendar days from conclusion of the contract to withdraw without giving a reason or paying a penalty. Send an unequivocal statement to info@iglow.es with your name, booking reference and contract date. No particular form is required.

If you expressly request that the service start within those 14 days and then withdraw after part of it has been performed, you pay only the proportionate amount allowed by law. Once the service has been fully performed, the right of withdrawal may end if the requirements for express consent and prior information were met. Accepting the cancellation policy alone is not a waiver of withdrawal.

Model withdrawal notice

You may email info@iglow.es: “I hereby withdraw from the service contract [reference], concluded on [date]. Name: [name]. Date of this notice: [date].” Keep proof of sending.

Changes and cancellation of a confirmed booking

Outside the exercise of statutory withdrawal, the commercial policy accepted with the current booking allows free changes or cancellation more than 24 hours beforehand. The booking schedule states tiers of 30% with 24–12 hours’ notice, 60% with 12–2 hours’ notice, and 100% with 2 hours or less, always subject to the review and legal limits described below. No-shows and lack of access are assessed against the agreed scope and applicable consumer law. When a change is managed in the app, an estimate of the amount or pass hours affected is shown before confirmation.

These tiers do not replace statutory rights. Any cancellation charge is reviewed against services actually provided, demonstrable costs or losses, and applicable consumer law; 100% of an unperformed service is not charged automatically. If Iglow cancels, the customer is not charged and any payment is refunded.

Refunds and complaints

For a valid withdrawal, we refund amounts due without undue delay and within 14 calendar days of receiving notice, using the same payment method unless you expressly agree otherwise at no cost. For commercial cancellations, we calculate the refund under the accepted policy and communicate the result. Iglow processes the refund through Stripe to the original payment method; when the credit appears depends on the card issuer. Stripe's fees are not deducted from a refund legally owed to the customer.

For incidents, non-conforming services or refund requests, email info@iglow.es or call +34 613 59 14 26. We will handle the complaint and provide a written reply. You may also contact the competent consumer authorities.

Legal framework and payments

Withdrawal and refunds are governed by Spanish consumer law. Stripe processes payments and refunds, but does not determine customer rights or replace Iglow's responsibility.

Last updated

4 October 2026.