Gustix Cancellation, Withdrawal and Refunds

1. Which rule applies to which transaction

1.1 Gustix carries three kinds of transaction. The order summary states which one you are confirming and who the seller is.

1.2 The Operator does not sell meals, seats or food. Refunds for a restaurant transaction are paid by the restaurant through the payment method used, or by the Operator on the restaurant's behalf only where the order summary identified the Operator as payment collector under a signed collection mandate (C02.2).

2. Restaurant cancellation, no-show and modification rules

2.1 The restaurant is the supplier of the service and the party to the booking contract. The booking is formed when the restaurant confirms availability through the platform or by the method stated on the listing.

2.2 Cancellation, no-show and modification rules are those of the restaurant shown on the listing at the time of booking; they apply instead of the statutory withdrawal right (C06.4).

2.3 Local taxes and service charges are shown separately and collected by the restaurant unless the booking summary states otherwise.

2.4 The restaurant's allergen, accessibility and house rules information is provided by the restaurant; the Operator transmits it without alteration.

2.5 The listing states, before you confirm: the free-cancellation deadline (if any), the deposit or no-show charge (if any) and how it is taken, the late-arrival grace period, and how to cancel or modify. A rule not shown on the listing at the time of booking cannot be applied against you.

2.6 You cancel or modify from the reservation or order page in your account, or by email to support@gustix.net quoting the order reference; the Operator transmits your notice to the restaurant immediately and records the time of your notice as the time of cancellation.

2.7 If the restaurant declines, cancels or cannot honour an accepted reservation or order, any deposit, prepayment or no-show guarantee is refunded in full within 14 days using the original payment method.

3. Statutory withdrawal and refunds (consumers)

3.1 Right of withdrawal. As a consumer you may withdraw from a distance contract within 14 calendar days from the day of conclusion (services and digital content) or from the day you receive the goods, without giving any reason, by sending an unambiguous statement to support@gustix.net or by using the model form published at /sv/legal/cancellations/withdrawal-form. Refunds are made within 14 days of receipt of your withdrawal using the original payment method.

3.2 Excluded contracts. The right of withdrawal does not apply to accommodation, transport, catering or leisure services with a specific date or period of performance, to goods made to your specification, or to other contracts excluded by Article 103 of Royal Legislative Decree 1/2007. A restaurant reservation for a specific date and time, and a food order for collection, delivery or table service at a specific time, are catering services with a specific date of performance. Where such an exclusion applies, the restaurant's cancellation policy shown at booking applies instead.

3.3 Services started during the period. If you ask for a service that is not excluded under 3.2 to start during the withdrawal period and later withdraw, you pay a proportionate amount for the service provided up to the date of withdrawal.

3.4 Legal guarantees. Nothing in these terms limits your statutory guarantees for conformity of goods, digital content and digital services. If a meal or order does not conform to what was ordered, the restaurant as seller owes you the statutory remedy (replacement, price reduction or refund); the Operator records your complaint on the order and forwards it under C15.

4. Model withdrawal form

To: the seller named on my order (restaurant name and address as shown on the order summary), via support@gustix.net

I hereby give notice that I withdraw from my contract for the following service: ______________________

Order reference: ______________________

Ordered on: ______________________

Name of consumer: ______________________

Address of consumer: ______________________

Signature of consumer (only if this form is notified on paper): ______________________

Date: ______________________

5. Business customers

5.1 No withdrawal right applies to a business order. Refunds and termination are governed solely by the Business Service Terms (CUS-03) and, where an SLA applies, its service-credit clause.

6. How refunds are paid

6.1 Refunds go to the original payment method through the payment service provider named at checkout, within 14 days of the event that triggers them. The Operator does not store full card numbers and does not pay refunds to a different account on an email-only instruction.

6.2 Where a chargeback is raised for a transaction already refunded, the Operator and the restaurant may provide the acceptance record and refund record to the payment provider.

7. Complaints

7.1 Complaints may be sent to support@gustix.net or submitted through /sv/legal/complaints. The Operator acknowledges within 2 business days and answers within 15 business days (one calendar month maximum under Spanish customer-service rules).

7.2 Consumers resident in Spain may use the consumer arbitration system (Sistema Arbitral de Consumo) or the consumer mediation services of their autonomous community. The The The EU Online Dispute Resolution platform has been discontinued and is not used.

7.3 Nothing in this clause prevents you from bringing a claim in court.

8. Governing law and forum

8.1 These terms are governed by Spanish law. You also benefit from any mandatory consumer protection provisions of the law of the country where you reside. Disputes are heard by the courts of your domicile; the Operator may bring proceedings in your domicile.