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 payments are refunded to the original method (banks often take a few business days). We do not keep a cancel fee on that free window.

Credits

Credits are prepaid value on KOPUNO, priced from €0.70 per credit when you buy a pack. Under the current policy they 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. Refunds go back through Stripe to the card you used. Chargebacks should be a last resort; contact us first so we can reverse a legitimate cancel faster.

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.