Refund and cancellation policy

Last updated: 28 October 2026 · Version 2.0

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders and handles invoicing, taxes and returns.

CortoCasa is sold to businesses. This policy is a commercial guarantee we choose to offer; it is not a statutory consumer right of withdrawal, and it does not limit any right you may have under mandatory law.

1. 30-day money-back guarantee

If you are not satisfied with CortoCasa, you can request a full refund within 30 days of your order date. This applies to new subscriptions and to renewal charges alike.

Approved refunds are returned to the original payment method. Timing depends on your bank or card issuer, typically within 5–10 business days.

1.1 Fair use of the guarantee

The guarantee is offered once per customer and once per workspace. We may decline a request where the guarantee has already been used by you or by a related company or account, where we reasonably consider it is being used abusively, or where the account has been used in breach of our Terms of Service. If we decline a request, we will tell you.

Refunds are made in the currency of the original charge. Where you paid in a currency other than your own, exchange-rate movements between the charge and the refund are outside our control and are not compensated.

1.2 Outside the 30 days

After the 30-day window we do not give partial or pro-rata refunds for the unused part of a monthly or annual period. Cancelling stops the next charge; it does not refund the current one. There are two exceptions: a material adverse change to the Terms that you do not accept (Terms of Service, section 15), and an objection to a new sub-processor that we cannot accommodate (Data Processing Agreement, section 8.2, described in Privacy Policy 4.2). In both cases a pro-rata refund is due on the terms those sections set.

1.3 What happens when a refund is granted

A refund that ends your whole subscription ends the period it paid for. Once it is processed, your workspace moves straight to the read-only state described in section 5, and the 90 days described there run from that date — not from the end of the period you were originally going to have. Where a pro-rata refund under 1.2 ends only the part of the Service affected, the rest of your subscription runs to the end of the period you have paid for.

Taxes are refunded together with the charge. We do not calculate or hold tax ourselves — the tax adjustment and any credit note are handled by Paddle as Merchant of Record, under Paddle's Buyer Terms.

2. How to request a refund

Either:

• visit paddle.net with your order email or invoice number, or
• email support@cortocasa.com and we will pass your request to Paddle.

Paddle's own refund policy applies to your order alongside this one.

3. Charges for extra properties

Properties above your plan's included quota are billed at $3 per property per month plus tax, charged for the period in which they were used. These usage charges are covered by the same 30-day guarantee and are handled by Paddle alongside your subscription charges.

Annual billing discounts apply to the base subscription only, not to per-property usage charges.

4. Cancelling your subscription

You can cancel at any time from More → Subscription. Cancelling stops future charges. Your plan stays fully active until the end of the period you have already paid for.

Cancelling and requesting a refund are separate actions. If you also want a recent charge refunded, request it as described in section 2.

4.1 If a payment fails

If a renewal payment fails, your plan stays fully active for a 14-day grace period while we and Paddle retry the charge, and we will email you. If payment has not succeeded by the end of that period, your workspace moves to the read-only state described in section 5.

5. When your paid period ends

Your workspace switches to read-only. Bookings, guests, key journal, cash history, cleaning and maintenance tickets all stay visible to your team.

It stays that way for 90 days after the paid period ends, and is then deleted with everything in it. We email the workspace's administrators when it becomes read-only, and again at least 14 days and 3 days before the deletion date.

In read-only mode you cannot create or edit records. Two things do keep working:

• Getting a copy of your data. We provide an export of your data on request for as long as the workspace exists — ask from the application or at support@cortocasa.com. See section 18 of our Terms of Service for what the export contains and how quickly we provide it.
• Deleting records, and requesting deletion of the workspace. You can still delete records and erase a guest, so that ending a subscription does not stop you acting on a guest's erasure request or applying your own retention policy. An administrator can also ask us to delete the whole workspace before the 90 days are up.

If you are required by law to keep records — for example the traveller register that Spanish operators must retain for three years — request an export well before the deletion date.

Termination for breach of our Terms of Service is a different situation — access may end immediately rather than at the end of a paid period — but the window for retrieving your data is the same as in this section, and exports stay available on request during it. See section 13 of the Terms of Service.

You remain the data controller for your guests' data, so deletion stays available in order that you can act on an erasure request at any time. Retention of personal data is described in section 6 of our Privacy Policy, and our obligations to you as processor are in section 12 of the Data Processing Agreement.

6. Starting again later

There is no automatic reactivation. To start again you pick a plan and go through checkout the same way a new customer does, and your existing data becomes editable again — provided the workspace has not yet been deleted.

7. Questions

Email support@cortocasa.com. The billing terms behind this policy are in our Terms of Service; payment, billing, tax, cancellation and refund mechanics are also governed by Paddle's Buyer Terms.

8. Chargebacks

If you dispute a charge with your bank or card issuer instead of contacting us, the dispute is dealt with by Paddle as Merchant of Record under Paddle's Buyer Terms, and we may suspend the workspace while it is open.

If a chargeback is resolved in our favour and remains unpaid, we may terminate the account under section 13 of our Terms of Service; you can still request an export of your data first.