Refund policy
1. Consumer withdrawal right (14 days)
If you are a consumer within the meaning of Art. 3(1)(a) of the Codice del Consumo (D.lgs. 206/2005), you have the right to withdraw from any subscription purchase on newbookclloud.org within 14 calendar days of the order confirmation email, without giving any reason and without penalty. To exercise this right, send an unambiguous statement to support@newbookclloud.org — a plain email will do. You may also use the model withdrawal form in Annex I, Part B of the Codice del Consumo.
2. Refund timing
We will refund the full amount paid, including any Italian VAT, within 14 days of receiving your withdrawal notice, using the same payment method you used at checkout. No processing fee is charged.
3. Exceptions
The withdrawal right does not apply when the service has already been fully performed with the consumer's express prior consent and acknowledgement that the right to withdraw is lost once performance is complete (Art. 59(1)(o) Codice del Consumo). For a monthly subscription, performance is considered ongoing — you may withdraw within 14 days and be refunded pro-rata for the days not yet consumed.
4. Business customers (B2B)
The 14-day withdrawal right under the Codice del Consumo is limited to consumers. Business customers acting in the exercise of their business or profession do not benefit from this right, but the following commercial refund policy applies: (a) if a module cannot be delivered due to a defect exclusively attributable to Newbookclloud, a full refund of the prepaid amount is issued; (b) if the Wubook API access required for the module is unavailable for more than 5 consecutive business days, a pro-rata refund of the affected period is issued; (c) partial-month refunds outside of the above are not issued.
5. Service credits (SLA)
If monthly uptime measured at our Frankfurt compute region drops below 99.5% in any calendar month, service credits are automatically applied to your next invoice per Annex A of the Data Processing Agreement: 99.4% to 99.0% — 5% credit; 98.9% to 95.0% — 10% credit; below 95.0% — 25% credit. Service credits do not accrue if the outage is caused by third-party services outside our control (Wubook API, OTA channels, payment provider).
6. How to request a refund
Send an email to support@newbookclloud.org with your order number and the reason for the request. We reply within 4 hours during business hours (Mon–Fri, 09:00–18:00 CET), with confirmation and the expected refund date.
7. Dispute resolution
Consumers may access the ODR platform at ec.europa.eu/consumers/odr for out-of-court dispute resolution. Complaints can also be filed with the local Camera di Commercio conciliation service. Jurisdiction for judicial disputes: Tribunale di Roma, subject to mandatory consumer forum rules.