Refund Policy for Digital Services 

Last updated: 3 March 2026
Platform: https://oktown.es

Service Provider:
KASIAN OLENA
Empresaria individual (self-employed entrepreneur)
NIF: Y9824979Z
Av. Mare Nostrum 85 BJ
12593 Moncofa, Castellón, Spain

1. General Provisions

1.1. This Refund Policy governs the conditions for refunds for digital services provided through the OKTOWN platform, including SaaS subscriptions, digital tools and other platform functionalities.

1.2. The OKTOWN platform provides digital services in the form of:

• subscriptions for access to SaaS functionality;

• additional digital services or features.

1.3. Payments for services are processed through third-party payment systems (including Stripe, PayPal, or other providers).

1.4. By completing a payment, the user confirms that they:

• have read this Policy;

• agree to the terms of use of the digital services.

1.5. This Policy forms an integral part of the Public Offer (Terms of Service) of the OKTOWN platform and shall be applied together with other legal documents of the Platform.

2. Right of Withdrawal (EU Law)

2.1. In accordance with EU Directive 2011/83/EU, consumers generally have the right to withdraw from a distance contract within 14 days without giving any reason.

2.2. However, for digital services, the right of withdrawal may be lost if:

• the service begins immediately after payment;

• the user explicitly agrees to start the service before the 14-day withdrawal period ends.

2.3. By completing a payment on the OKTOWN platform, the user agrees that the digital service may begin immediately upon activation of the subscription.

2.4. In such cases, the right of withdrawal may be lost once the service has been activated.

3. Refund Conditions

3.1. Refunds for OKTOWN digital services are possible only in the following cases:

• a technical error on the Platform that prevents access to the service;

• significant or complete failure to deliver the paid service;

• cancellation of the subscription before activation;

• submission of a written request within 3 days after payment, provided the service has not yet been activated.

3.2. Once the subscription has been activated or the digital tools have started to be used, the service is considered provided and is not refundable, except in cases of technical failure caused by the Platform.

3.3. If a refund is approved, the funds will be returned using the same payment method used for the original transaction.

3.4. Refund processing may take up to 14 business days after the request has been confirmed.

4. Subscription Cancellation

4.1. Users may cancel their OKTOWN digital subscription at any time through their account or by contacting support.

4.2. Subscription cancellation means that:

• the next automatic charge will not be processed;

• access to the service may remain active until the end of the already paid billing period.

4.3. Paid subscription periods that have already started are not subject to partial refunds, unless required by applicable law or decided otherwise by OKTOWN.

5. Third-Party Services (Travs)

5.1. The OKTOWN platform may display or promote activities (Travs) provided by independent Operators.

5.2. In such cases:

• the service provider is the respective Operator;

• the cancellation and refund policy is determined by that Operator.

5.3. The cancellation and refund conditions applicable to each activity (Trav) shall be displayed during the booking process of the relevant Service and may vary depending on the Operator.

5.4. Unless otherwise specified on the Service page, the Operator may apply the following conditions:

• The customer may reschedule a booking once free of charge, provided that the Operator is notified at least 24 hours before the start of the Service.
• In the event of a second rescheduling or a subsequent cancellation by the customer, the Operator may retain up to 30% of the booking amount to cover organizational costs and reserved time.
• Bank fees, payment processor fees, acquiring fees, payment gateway charges, and other actual costs related to the receipt, authorization, refund, or processing of payments may be non-refundable.
• A deposit or security hold, where applicable under the Service conditions, does not constitute payment for the Service and shall be refunded after completion of the activity, provided that there is no damage to equipment, loss of property, or any other circumstances specified in the Operator’s terms.

The exact amount of any retention, deposit, or other charges must be clearly disclosed on the Service page before the booking is completed.

5.5. OKTOWN does not determine or control the cancellation or refund policies of Operators and shall not be liable for decisions made by Operators in accordance with their published Service terms.

6. Payment Systems and Payment Disputes

6.1. All payments on the Platform are processed through third-party payment providers (including Stripe or PayPal).

6.2. In case of a payment dispute, users are encouraged to contact OKTOWN support first to attempt to resolve the issue.

6.3. In the event of a chargeback or payment dispute initiated through a payment provider, OKTOWN may provide transaction data and information about the use of the service to the payment processor for dispute resolution.

7. Contact Information

For all refund or billing inquiries please contact:

Billing / Refund requests
billing@oktown.es 

Technical support
support@oktown.es  

Official contact address
office@oktown.es