Cancellation Policy

This Cancellation Policy applies to all bookings made through the ALUNA Access platform. Please read it carefully before confirming your reservation.

1. Cancellation Window

Cancellations made more than 72 hours before the event or reservation time are eligible for a full refund of any deposit paid. The specific cancellation window may vary by venue and booking type and will be displayed clearly during checkout.

2. Late Cancellations

Cancellations made within 72 hours of the reservation but more than 24 hours before may be eligible for a partial refund or credit at ALUNA's discretion, depending on the venue's individual policy. The applicable terms will be shown at the time of booking.

3. Last-Minute Cancellations

Cancellations made within 24 hours of the reservation time are non-refundable. Any deposit or pre-authorisation held will be charged in full as a cancellation fee. This is to compensate the venue for the reserved capacity that cannot be reallocated at short notice.

4. Event Tickets

Event tickets are generally non-refundable once purchased, unless the event is cancelled or rescheduled by the organiser. If an event is cancelled, ALUNA will issue a full refund to the original payment method within 5–10 business days.

5. Guest List Bookings

Guest list spots can be cancelled at no charge up to 24 hours before the event. After this point, guest list bookings are non-refundable.

6. How to Cancel

To cancel a booking, open the ALUNA app, navigate to your booking, and select "Cancel Booking". Alternatively, contact our support team at support@aluna.es with your booking reference. Cancellation requests are only accepted via these channels.

7. Refund Processing

Approved refunds are returned to the original payment method within 5–10 business days. Processing times may vary depending on your card issuer or bank. ALUNA is not responsible for delays caused by third-party payment processors.

8. Venue-Initiated Cancellations

In the rare event that a venue cancels a confirmed reservation, ALUNA will notify you as soon as possible and issue a full refund of any amount paid. We will also make reasonable efforts to find an alternative booking at a comparable venue where possible.

9. Split Payment Cancellations

When a booking has been split between multiple group members and a cancellation occurs, refunds are issued to each member proportionally based on their individual payment. All group members must agree to cancellation via the app.

10. Disputes

If you believe a refund has been incorrectly refused or processed, contact support@aluna.es. We aim to resolve all disputes within 5 business days. Unresolved disputes may be escalated to the relevant consumer protection authority in your country of residence.

11. Contact

For any cancellation queries, contact us at support@aluna.es or through the in-app support chat.