Cancellation & Refund Conditions

1. Purpose

These Cancellation & Refund Conditions explain how customers can cancel the Lolaresa services and when they can get a refund. They apply to taxi booking requests, the Personal Assistance Plan and the Magazine, and complete the Terms & Conditions and the Terms of Payment. Lolaresa is operated by Harborline Limited.

2. Booking request fee

The booking request fee is paid at checkout and pays for handling the request: checking availability with third-party transport providers and attempting the booking. The request is handled immediately after payment, so it cannot be cancelled once it has been submitted.

The fee is due whether or not a ride can be confirmed, and it is not refunded if no ride is available. It is refunded in full in the event of an error by Lolaresa, such as a duplicate charge or a request that was never handled.

Once a ride is confirmed, cancelling or changing the ride itself is subject to the conditions of the transport provider performing it. Harborline Limited does not set these conditions and does not collect any amount on behalf of the provider.

3. Cancelling the Personal Assistance Plan

The Personal Assistance Plan has no minimum term and can be cancelled at any time, free of charge.

If the customer cancels during the 3-day trial, no further amount is charged and the plan ends at the end of the trial. If the customer cancels after the trial, no further monthly charge is made and the plan stays available until the end of the month already paid.

To avoid the next charge, the cancellation must be made before the next renewal date. A reminder is sent by email the day before the end of the trial, with a link to cancel. No reminder is sent before the following monthly renewals.

4. Cancelling the Magazine

The Magazine has no minimum term and can be cancelled at any time, free of charge.

The first edition is free. If the customer cancels within the first 7 days after sign-up, nothing is charged. If the customer cancels later, no further monthly charge is made, and the editions already delivered remain available.

5. How to cancel

Customers are invited to use the chat as a priority for any request.

• via the cancellation form at the top of the Contact page,
• via the cancellation form on the Manage Plan page,
• via the chat on the Website.

Every cancellation is confirmed immediately on screen and by email, with the end-of-service date.

6. Effects of cancellation

No cancellation fee or penalty is ever charged. The Personal Assistance Plan and the Magazine are independent: cancelling one does not cancel the other. Cancelling the Personal Assistance Plan does not cancel any booking request already submitted.

7. Right of withdrawal

Consumers have a fourteen (14) day right of withdrawal, starting on the day after the purchase is confirmed, without giving any reason. To withdraw, the customer sends a clear statement of their decision by chat, from the user space, by email to contact@lolaresa.com, or using the withdrawal form annexed to the Terms & Conditions.

Booking requests are handled immediately after payment, at the customer's express request. Once a request has been handled, the right of withdrawal no longer applies to its booking request fee.

For the Personal Assistance Plan, if the customer asked for the plan to start during the withdrawal period, they remain liable for the share of the service already provided before withdrawal. For the Magazine, the right of withdrawal ends once delivery of an edition has started, if the customer gave express prior consent and acknowledged the loss of this right.

8. How refunds are paid

Accepted refunds, whether under the right of withdrawal or following an error by Lolaresa, are made within fourteen (14) days of the request, using the original payment method.

9. Contact

For any question about cancellations or refunds, customers are invited to use the chat as a priority, or to write to contact@lolaresa.com.