Cancellation Policy

1. Scope

This policy forms part of our Terms & Conditions and applies to all booked viewing and buyer-support services. It applies without prejudice to, and does not replace, any mandatory statutory consumer rights, including the right of withdrawal described in section 4.

2. Client cancellation (commercial policy)

Where a client cancels a confirmed booking, the following commercial refund scale applies, calculated from the scheduled start time of the viewing:

• More than 48 hours before the scheduled viewing: 100% refund.
• Between 24 and 48 hours before the scheduled viewing: 50% refund.
• Less than 24 hours before the scheduled viewing: no refund.
• Client no-show, or client unavailability where their participation is required (for example a live video viewing): no refund, where the service cannot reasonably be performed as a result.

3. Rescheduling by the client

Where a client asks to move a viewing more than 48 hours before the scheduled time, we will reschedule at no additional viewing-service charge, subject to availability and to the agent or seller offering a new appointment. Later rescheduling requests are treated under the scale in section 2 unless we agree otherwise in writing.

4. Statutory right of withdrawal

If you are a consumer entering into a distance contract for services, you may have a statutory right to withdraw within 14 calendar days from the day the contract is concluded, under applicable EU and Spanish consumer law.

To withdraw, send a clear statement to info@canaryislandsinvestments.com before the period expires. You may use the model withdrawal form provided by law, but you are not obliged to. We will confirm receipt and refund using the same payment method, without undue delay and normally within 14 days.

If you ask us to begin providing the service during the withdrawal period, we will ask you to give the express request required by law. At booking this is presented as a separate, unticked checkbox that you must actively select:

“I expressly request that Canary Islands Investments begin providing the booked service before the end of the applicable 14-day withdrawal period. I understand that, once the service has been fully performed, I may lose my statutory right of withdrawal in accordance with applicable law.”

This box is never pre-ticked. The exact wording accepted, together with the date and time of acceptance, is recorded with your booking and confirmed to you in writing.

If you validly withdraw after having expressly requested that performance begin, but before the service has been fully performed, you must pay an amount proportionate to what has been provided up to the moment you inform us of your withdrawal, calculated in relation to the full price of the contract. In that situation we apply the rules of applicable consumer law and refund the balance — we do not automatically apply the 24/48-hour percentages in section 2.

Once the service has been fully performed with your express prior consent and with your acknowledgement that you would lose your right of withdrawal, the statutory right of withdrawal no longer applies to that service.

5. Cancellation by the estate agent or seller

If the estate agent or seller cancels the appointment, fails to attend, or denies access to the property, this is not treated as a client cancellation and the scale in section 2 does not apply. In that case we will:

• Contact the client as soon as we know.
• Attempt to reschedule the viewing at no additional viewing-service charge, where reasonably possible.
• Where rescheduling is not reasonably possible, or the client does not wish to reschedule, provide an appropriate refund for the unperformed viewing service.

6. Partial access or refused photography

If access is granted but limited — for example some rooms cannot be seen, or photography or filming is not permitted — we will deliver the parts of the service that can be performed and record clearly in the report what could not be completed and why. Where a material element of the purchased package could not be delivered, we will agree a fair partial refund or a rescheduled visit with the client.

7. Cancellation by Canary Islands Investments

If we cannot perform a purchased service — for example due to illness, an emergency or circumstances beyond our control — we will contact the client immediately and offer an alternative date. If a suitable alternative cannot be agreed, we will refund the affected unperformed service in full.

8. How refunds are made

Refunds are made using the same payment method used for the booking, unless we agree otherwise, and are processed without undue delay after the refund has been agreed. Bank or card-provider processing times may add a few working days.

9. Contact

To cancel, reschedule or withdraw, write to info@canaryislandsinvestments.com or call +34 659 445 821, quoting your booking details.