This Cancellation & Refund Policy ("Policy") applies to all bookings, reservations and services provided by IMPULSE ("Company", "we", "our", "us") to any customer ("Customer", "you", "your").
1.1 This Policy forms part of the Company’s Global Terms of Service and applies to every Booking unless otherwise agreed in writing.
1.2 By making a Booking, paying a deposit, or otherwise confirming use of the Services, the Customer acknowledges and agrees to this Policy.
1.3 Where this Policy conflicts with mandatory applicable consumer law, such mandatory law shall prevail.
For the purposes of this Policy:
Booking means a request for Services accepted by the Company.
Cancellation means termination of a Booking before completion of the Services.
Deposit means any advance payment required before full performance of the Services.
Third-Party Supplier means any independent provider whose services form part of the Booking, including hotels, vehicle suppliers, restaurants, transport providers, photographers and activity providers.
Services means the booking, reservation, concierge, coordination and related services provided by the Company.
3.1 The Customer shall pay a deposit equal to thirty percent (30%) of the total Booking price, unless otherwise agreed in writing.
3.2 The deposit secures the reservation, allocates the Company’s resources and enables the Company to commence performance of the Services.
3.3 The deposit is non-refundable, except where mandatory applicable law provides otherwise.
3.4 Unless otherwise agreed, the thirty percent (30%) deposit constitutes the Booking Fee referred to in the Global Terms of Service and represents consideration for the immediate commencement of the Company’s professional Services.
4.1 The Customer may cancel a Booking at any time by submitting written notice to the Company.
4.2 Cancellation becomes effective only upon receipt of such notice by the Company.
4.3 The Customer remains responsible for all costs already incurred by the Company or committed to Third-Party Suppliers before cancellation.
5.1 The Customer may cancel a Booking by providing written notice to the Company.
Where cancellation is received more than sixty (60) days before the scheduled commencement of the Services, the Company shall refund all recoverable payments less:
5.3 Sixty (60) days or less before commencementWhere cancellation is received sixty (60) days or less before the scheduled commencement of the Services, no refund shall be due, except where mandatory applicable law requires otherwise.
5.4 Thirty (30) days or less before commencementWhere cancellation is received thirty (30) days or less before the scheduled commencement of the Services, the Customer shall not be entitled to any refund, except where mandatory applicable law requires otherwise.
5.5 After commencement of ServicesOnce the Services have commenced, all payments are non-refundable, except where mandatory applicable law requires otherwise.
6.1 Any amount paid or committed to Third-Party Suppliers may be non-refundable under the supplier’s own terms.
6.2 The Company is not responsible for refunding amounts that cannot reasonably be recovered from Third-Party Suppliers.
6.3 The Company may deduct from any refund all non-recoverable supplier costs, administration fees and other amounts already committed in connection with the Booking.
7.1 If the original vehicle, accommodation or other service becomes unavailable, the Company may, at its discretion, provide a reasonable replacement of comparable category or value.
7.2 A replacement shall be deemed satisfactory where it is substantially similar in standard, purpose and quality, taking into account local availability and operational circumstances.
7.3 If a replacement is not reasonably available, the Company may offer an alternative arrangement, reschedule the affected service, or provide a partial refund if appropriate and required by applicable law.
8.1 Approved refunds shall normally be made using the original payment method.
8.2 Where this is not reasonably possible, another mutually agreed payment method may be used.
9.1 Before initiating any chargeback, payment dispute or claim through a payment processor or financial institution, the Customer agrees to contact the Company and provide a reasonable opportunity to resolve the matter.
9.2 The Customer acknowledges that the Company may rely upon the following evidence in responding to any payment dispute, including disputes submitted through Stripe, Visa, Mastercard or other payment processors:
Nothing in this Policy excludes or limits any mandatory consumer rights that cannot lawfully be excluded under applicable legislation.
This Policy shall be governed by and interpreted in accordance with the laws of the Republic of Poland.
Where mandatory consumer protection legislation provides otherwise, such mandatory provisions shall prevail.
Questions regarding cancellations or refunds may be submitted using the Company’s official contact details published on its website or otherwise provided to the Customer.