Cancellation, return and refund policy
1. How to formalize the reservation
The reservation is confirmed with the payment of a 30% deposit of the accepted budget, through the enabled online payment system. The remainder is paid according to what the budget or reservation confirmation indicates.
2. Cancellation by the client
Cancellations must be communicated in writing to paellas@barcelonapaellas.com. Unless the budget provides for specific conditions, the following regime applies:
| Notice regarding the date of the event | Refund of the deposit |
|---|---|
| More than 60 calendar days | 100%, minus non-recoverable external expenses already incurred and justified |
| Between 60 and 31 calendar days | 50%, minus non-recoverable external expenses already incurred and justified |
| Between 30 and 8 calendar days | 0% (non-refundable deposit) |
| 7 calendar days or less | 0%, and in addition, non-recoverable external expenses effectively incurred and justified may be charged |
The amounts withheld always correspond to expenses or damages actually incurred and justifiable (vehicle reservation, purchase of perishable raw materials, hiring of collaborators, preparation hours). No penalties unrelated to actual damage will apply.
3. Postponement
If instead of canceling, the client requests to postpone the event, Popaella will try to offer a new date. The change is only confirmed if there is real availability and is expressly accepted in writing. If there is no agreement on a new date, the request is understood as a cancellation and the previous table applies.
4. Cancellation by Popaella
If Popaella cannot provide the service due to force majeure, objective impossibility, or serious risk to safety, it will prioritize, in this order: (1) rescheduling, (2) equivalent alternative solution, (3) full refund of the amounts charged corresponding to the service not provided.
Popaella will not retain any amount for unprovided services when the resolution is exclusively attributable to it.
5. Partially executed service
If for reasons beyond both parties the service is partially executed, the billing will be proportional to the part effectively provided.
6. Deadline and method of refund
The corresponding refunds will be credited by the same payment method used by the client, within a maximum period of 14 calendar days from the confirmation of the cancellation, at no cost to the client. The refund of card payments is processed through the payment gateway of the banking entity.
7. Right of withdrawal
According to the article 103.l of Royal Legislative Decree 1/2007 (TRLGDCU), the right of withdrawal of 14 days is not applicable to contracts for catering or restaurant services that must be provided on a specific date or execution period. This does not affect the cancellation rights described in this policy.
8. Claims
You can submit claims by email (paellas@barcelonapaellas.com), by phone (681 81 84 67) or by postal mail. Popaella has official complaint, claim, and report forms available to consumers.