Refund policy

Booking cancellations

Guests can cancel a confirmed booking for free until the visit start time, if they have not already checked in. Details, including what happens after start or check-in, are in Terms of service, section 5.

When a free cancel succeeds: credits return to the guest wallet. Card pay-as-you-go bookings are not refunded to the card; the visit credit amount is added to the guest wallet instead. We do not keep a cancel fee on that free window.

Credits

Credits are prepaid value on KOPUNO. Packs are priced from about €0.70 per credit when you buy them. How many credits a stay costs depends on Basic, Standard, or Premium. Under the current policy purchased credits do not expire by calendar date and have no cash value outside the platform.

If you want a refund of an unused credit pack purchase, email info@kopuno.com with the account email and payment reference. We review unused balances case by case. Credits already used on bookings are not refundable as cash; cancel those bookings under section 5 if they are still eligible.

If we introduce an inactivity or maintenance fee on unused balances later, we will give advance notice and update the Terms before it applies.

Card charges

Pay-as-you-go bookings charged by card follow the same cancel window. On a free cancel, the card charge stays and the equivalent visit credits go to your wallet. Chargebacks should be a last resort; contact us first if something looks wrong.

Partner-caused changes

If a space cannot deliver a paid visit for reasons outside the guest's control, we will help rebook or reverse the payment on the original rail (credits or card). Write to info@kopuno.com.