1. Scope of this policy
This policy explains the general cancellation, statutory withdrawal and refund framework for services booked with Pineapple Costa Group. A specific service agreement or confirmed booking may contain additional terms, provided that mandatory consumer rights are not reduced.
2. Statutory withdrawal rights for consumers
Where a consumer enters into a qualifying distance contract for services, Spanish consumer law generally provides a 14-calendar-day withdrawal period from conclusion of the service contract, subject to statutory exceptions.
If the consumer asks PCG to begin a paid service during that withdrawal period, PCG should obtain the consumer's express request. If the consumer then withdraws after performance has begun but before the service has been fully completed, the consumer may be required to pay a proportionate amount for the service already supplied, as permitted by law.
Where a paid service has been fully performed after the consumer expressly requested early performance and acknowledged the legal consequence, the statutory right of withdrawal may cease once the service has been fully performed.
“I expressly request Pineapple Costa Group to begin providing the booked service before the end of the statutory 14-day withdrawal period. I understand that, once the service has been fully performed, I may lose my statutory right of withdrawal.”
3. Cleaning booking cancellations
PCG's commercial cancellation window for confirmed cleaning bookings must be stated clearly before payment or confirmation.
• 48 hours or more before the service: no cancellation charge / full refund of amounts paid for the cancelled service.
• Between 24 and 48 hours before the service: cancellation charge of 25% of the confirmed cleaning price.
• Less than 24 hours before the service: cancellation charge of 50% of the confirmed cleaning price.
• Same-day cancellation: cancellation charge of 50% of the confirmed cleaning price.
• Customer no-show or failed access caused by the customer: charge of 50% of the confirmed cleaning price.
Any commercial cancellation charge must remain consistent with mandatory consumer law and should reflect the circumstances and genuine costs associated with the cancellation.
Cleaning booking payment structure
PCG may require a 30% booking deposit to reserve a cleaning slot, with the remaining 70% payable no later than 48 hours before the confirmed service time or collected automatically where the customer has authorised the relevant payment method. The checkout or booking confirmation will state the exact payment schedule applicable to the booking.
4. No access or inability to perform the clean
If a cleaner attends at the agreed time but cannot enter because access information is incorrect, keys are unavailable, alarms prevent entry or another customer-controlled issue makes performance impossible, PCG may apply the confirmed no-access policy.
PCG should contact the customer where reasonably possible before treating a visit as failed.
5. Rescheduling
Where operationally possible, PCG may allow a booking to be moved to another available date. Rescheduling rules, price differences and any cut-off period should be disclosed before the booking is confirmed.
6. Cancellation by PCG
If PCG cannot provide a confirmed paid service and no acceptable replacement arrangement is agreed, the customer will be entitled to the appropriate refund for the unperformed service in accordance with applicable law and the relevant contract.
Where possible, PCG may first offer an alternative time, replacement service provider or rescheduled booking.
7. Ongoing Property Care and Property Management
Cancellation or termination of an ongoing Property Care subscription or Property Management relationship is governed by the applicable signed service agreement.
Property Management: intended initial minimum term of 6 months, followed by a rolling arrangement, terminable on 60 days' written notice, subject to the signed management agreement.
Terms for continuing consumer services should not impose disproportionate obstacles to ending the contract.
Existing bookings and amounts already earned
If PCG has generated or secured a guest booking before termination of a Property Management agreement, the management commission and any other amounts contractually earned in relation to that booking remain payable even where the guest stay occurs after the termination date, unless the signed agreement states otherwise.
Owner-directed cancellations
If an owner instructs PCG to withdraw a property, cancel an existing guest booking or otherwise causes a platform cancellation after a booking has been confirmed, any resulting guest refund, platform penalty, chargeback, relocation cost or similar third-party cost caused directly by that owner instruction is borne by the owner, except to the extent the loss was caused by PCG's own breach or fault.
Outstanding amounts
Termination does not cancel amounts already due, including unpaid service fees, approved contractor costs, materials, cleaning charges or other sums properly incurred before the termination date.
Emergency Property Care authority
Where specifically agreed in the Property Care contract, the owner may authorise PCG to incur emergency expenditure up to €150 without prior approval when immediate action is reasonably necessary to reduce the risk of further property damage and the owner cannot be reached in time. Any such expenditure must be documented and reported to the owner as soon as reasonably possible.
8. Refund method and timing
Where a refund is legally or contractually due, PCG will process it without undue delay using the same payment method used for the original transaction unless another lawful method is expressly agreed.
Statutory refund deadlines applicable to a consumer's valid exercise of the right of withdrawal will be respected.
9. Service problems and complaints
If you believe a service was not provided as agreed, contact PCG promptly at info@pineapplecostagroup.com with the booking details and a clear description of the issue. PCG may request photographs or other reasonable information needed to investigate.
Nothing in this policy restricts statutory consumer remedies that cannot legally be excluded.