Refund Policy

EU consumer right of withdrawal

Under the EU Consumer Rights Directive, EU residents can withdraw from a purchase within 14 days for a full refund — unless they have already begun using the digital service (in which case the right may be waived). Founding onboarding and Soft Landing Pack purchases include an explicit waiver checkbox at checkout because your personalised plan is prepared immediately.

Recurring plans

You can cancel a monthly or yearly plan at any time. Cancellation takes effect at the end of the current billing period; you keep access until then. We do not pro-rate refunds for partial periods on monthly plans.

For yearly plans cancelled within 14 days of purchase or renewal, we will refund the unused portion on request.

One-off purchases

Soft Landing Pack, Spotlight Week, Trust Review and Story Pack are one-off purchases. Because work begins immediately on these, they are not refundable once delivery has started. If something has gone wrong on our side, email us and we’ll make it right.

Founding offers

Founding offers are limited-quantity and at a reduced price. The 14-day EU withdrawal right applies; once the founding cohort begins delivery the right may be waived per your checkout consent.

How to request a refund

Email hello@expatconnectvalencia.com with the email address on the purchase and a one-line reason. We aim to respond within two working days and process eligible refunds within five working days.

Chargebacks

If something is wrong, please talk to us first. We are small and responsive. Chargebacks for purchases we would have refunded waste everyone’s time.