COCOM CANCELLATION AND REFUND POLICY
COCOM APP
Last update: 02 March 2021
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This Cocom Cancellation and Refund Policy applies to any and all confirmed reservations of Services (as defined in the Cocom General Terms and Conditions, which can be consulted on www.cocom.be) with respect to the Cocom mobile software application (hereinafter the “Cocom App”) offered by The Space Behind BV, with registered office at Eduard Van Steenbergenlaan 48, box 2, 2100 Antwerp (Belgium), with company number 0733.609.812, RPR Antwerp, info@cocom.be (hereinafter “Cocom”).
- Cancelling a confirmed and paid reservation as a Guest
Prior to the start of the use of Services
1.1. If a Guest cancels a confirmed and paid reservation more than 7 days before the start of the use of Services, then such cancellation is subject to a cancellation fee of 15%. The balance will be rewired onto the Guest’s account.
1.2. Please note that a reservation is only confirmed after payment by the Guest. Cancelling a reservation prior to any payment is free of charge.
1.3. If a Guest cancels a confirmed and paid reservation less than 7 days but more than 48 hours before the start of the use of Services, then such cancellation is subject to a cancellation fee of 60%. The balance will be rewired onto the Guest’s account.
1.4. If a Guest cancels a confirmed and paid reservation less than 48 hours before the start of the use of Services, then such cancellation is non-refundable.
During the use of Services
1.5. If a cancellation during the use of Services is requested, and the reason for such cancellation is not attributable to the Host, then such cancellation is non-refundable.
1.6. If a cancellation during the use of Services is requested for a reason attributable to the Host, a refund may apply. Please contact our support team before formalising the cancellation so that Cocom can help the Guest to manage the situation and – where possible – find a solution. If the Guest nevertheless cancels its reservation, the Guest should in any case contact the Cocom support team within 24 hours after the start of the reservation at support@cocom.be. Non-compliance might result in a definite and non-refundable transaction.
- Cancelling a confirmed and paid reservation as a Host
1.7. If a Host cancels a confirmed and paid reservation more than 7 days prior to commencement of the booking, such cancellation is subject to a cancellation fee of €50, plus actually incurred costs related to the transaction (including the payment processing and refund fees charged by service providers). The total amount will be invoiced to the Host, and the Host agrees to pay the total amount within 15 days following receipt of the invoice. The Guest will receive a complete refund. The cancellation fee might be waived, at the sole discretion of Cocom, e.g. if the Host has completed at least 10 consecutive bookings without cancelling or in certain other circumstances.
1.8. Please note that a reservation is only confirmed after payment by the Guest. Cancelling a reservation prior to any payment is free of charge.
1.9. If a Host cancels a confirmed and paid reservation less than 7 days prior to commencement of the booking, such cancellation is subject to a cancellation fee of €100, plus actually incurred costs related to the transaction (including the payment processing and refund fees charged by service providers). The total amount will be invoiced to the Host, and the Host agrees to pay the total amount within 15 days following receipt of the invoice. The Guest will receive a complete refund. The cancellation fee might be waived, at the sole discretion of Cocom, e.g. if the Host has completed at least 10 consecutive bookings without cancelling or in certain other circumstances.
- Cocom Fees applicable to the Host in case of cancellations by the Guest
1.10. In case clause 1.1 of this Payment Policy applies, the 15% cancellation fee is payable to Cocom. The Host will not be entitled to any compensation.
1.11. In case clause 1.3 of this Payment Policy applies, the 60% cancellation fee is payable as follows. Cocom will charge its 15% Cocom Fee, and the balance of 45% is payable to the Host.
1.12. In case clause 1.4 or 1.5 of this Payment Policy applies, the 100% cancellation fee is payable as follows. Cocom will charge its 15% Cocom Fee, and the balance of 85% is payable to the Host.