Refund & Cancellation Policy — PreBookmt

Last updated: 2026-05-14

This Refund & Cancellation Policy explains when and how refunds are issued for PreBookmt and how to cancel.

This Policy supplements our Terms of Service — in particular Sections C.5, C.6, C.7, and C.8 — and is binding on every user of the Service.

1. Operator

The Service is operated by:

Legal name: Justin Azzopardi, trading as PreBookmt (sole trader)
Registered address: Bellevue, Triq il-Merkanti, Ghajnsielem GSM 1951, Gozo, Malta
Malta VAT number: MT32819405
Refund requests: support@prebookmt.com

2. Two different scenarios

Scenario	Who issues the refund	Where to go
You are a business owner and want a refund on your PreBookmt subscription	PreBookmt	See Section 4 below
You are a customer who booked a service through PreBookmt and want a refund on the service the business provided	The business directly — PreBookmt is not party to that transaction	See Section 3 below

PreBookmt does not process payments between customers and businesses (see Terms of Service §B.2).

3. Refunds for bookings (customers)

PreBookmt is a discovery and booking tool. Payment for the actual service you booked happens directly between you and the business, typically at the venue or by their own arrangement. PreBookmt never charges customers and never holds funds for booked services.

This means:

PreBookmt cannot refund money it never received. If you want a refund for a service the business charged you for, you must contact the business directly using the in-app messaging feature on your booking, or any contact details they have given you.
Each business sets its own cancellation, no-show, and deposit policy. This should be displayed on the business's PreBookmt profile or communicated at the time of booking.
If a business refuses a refund you believe you are entitled to, you may:
- Pursue the business through Maltese consumer-protection channels — see Section 7
- Report the business to us at support@prebookmt.com — we may, at our discretion, mediate, downgrade or remove the listing, or refer the matter for investigation. We are not obliged to do so.

PreBookmt does charge customers a small booking fee only where the business has enabled prepaid deposits via Stripe Checkout (where supported). If such a charge has been collected through PreBookmt, you may request a refund per Section 6.

As of the date of this Policy, PreBookmt does not collect prepaid deposits on behalf of businesses. Section 6 applies only if and when that feature is rolled out.

4. Refunds for subscriptions (business owners)

4.1 Free trial

Every new business account gets a 60-day free trial. No payment is taken during the trial. There is nothing to refund. You may simply stop using the Service or delete your account at the end of the trial.

4.2 Monthly subscriptions

If you cancel a monthly subscription, your cancellation takes effect at the end of the current billing period and you retain access until that date. No refund is issued for the unused portion of the current month.

This reflects standard SaaS practice and is justified by the fact that platform features (listing, search exposure, calendar) remain available to you until the cancellation date.

4.3 Annual subscriptions

If you cancel an annual subscription mid-term, the same rule as Section 4.2 applies: cancellation takes effect at the end of the annual billing period; no pro-rata refund is issued for the unused months.

Annual plans are sold at a 2-month discount precisely because the customer commits for the full year. By choosing annual billing — and by ticking the express-consent box at checkout — you accept that mid-term pro-rata refunds are not available.

The B2B framing, VAT-number presumption, and express waiver of the EU Consumer Rights Directive Article 16(m) cooling-off all apply per ToS §C.7.

Goodwill exception — first annual subscription only. If this is your very first annual subscription on your account, you may request a full refund within 14 days of the original charge, provided:

The 14-day window is calculated from the date of your first annual charge, not from any subsequent renewal
You have made no more than 5 bookings through the Service during the 14-day window
You have not previously held an annual subscription on the same account (annual renewals, plan upgrades to annual, and subsequent annual purchases after cancellation are not eligible)

To claim the goodwill refund, email support@prebookmt.com with the subject line ANNUAL REFUND within the 14-day window. We will process the refund within 5 business days to your original payment method.

Beyond the goodwill window — discretionary mercy. Outside the goodwill window, we may, in our sole discretion, issue a partial refund where you can show one of the following:

Circumstance	Evidence we need
Death or permanent medical incapacity of the sole trader	Death certificate / medical certificate
Permanent closure of the business	MBR deregistration / VAT deregistration
Material adverse change to the PreBookmt service you do not accept	A reference to the announcement and a statement of objection within 30 days of the announcement

Email support@prebookmt.com with the relevant evidence. We aim to respond within 14 business days. The decision is at our sole discretion and is not an admission of any legal obligation to refund.

4.4 Plan downgrades and upgrades

Per ToS §C.8, plan changes are pro-rated:

Upgrade — the difference between the new and old plan is charged immediately for the remainder of the current period
Downgrade — credit for the unused portion of the higher plan is applied to your account and used against future charges; no cash refund

4.5 14-day cooling-off — when it applies and when it doesn't

The 14-day right of withdrawal under the EU Consumer Rights Directive (2011/83/EU) and Maltese Consumer Rights Regulations (S.L. 378.17) is structured into PreBookmt's business-owner subscription as follows:

B2B framing. PreBookmt's subscription is offered to traders for use in their commercial capacity. The cooling-off does not apply to business contracts.
VAT-number presumption (rebuttable). Where you supply a VAT number at subscription that is treated as strong but rebuttable evidence that you are acting in trade — see ToS §C.7(b).
Early-performance consent under Articles 16(a) + 14(3). At checkout you tick a box giving express consent for the Service to begin immediately. If you nonetheless withdraw within the 14-day window after performance has begun at your request, you owe PreBookmt a proportionate amount for the part of the Service supplied up to the date of withdrawal — see ToS §C.7(c).
Goodwill window remains. Independently of any statutory cooling-off, every new annual subscriber is entitled to the 14-day full-refund goodwill window described in Section 4.3.

4.6 Refunds for technical failures or platform errors

If a documented PreBookmt outage, billing error, or platform malfunction caused you measurable loss, contact us at support@prebookmt.com within 30 days of the event with a description of the impact. We will investigate within 14 business days. Where the issue is verified and material, we will issue a partial or full refund or service credit at our discretion.

Examples that may qualify:

A duplicate charge by Stripe
An accidental upgrade you did not authorise
A billing-cycle bug that charged you the wrong amount
Extended platform downtime preventing you from accepting bookings

Examples that do not qualify:

Customers using your competitors
Slower-than-expected growth on the platform
Removal of your account or listing for AUP violations

4.7 Chargebacks

If you believe a charge is invalid, please contact us first at support@prebookmt.com. Most disputes are resolved within a few business days.

A chargeback issued through your bank or card network without prior contact may result in:

Immediate suspension of your account pending investigation
Termination of your account if the chargeback is upheld
Bank chargeback fees being deducted from any subsequent refund

We do not consider this clause to limit any non-waivable rights you may have under Maltese law.

5. How to cancel

5.1 From the mobile app

Profile → Settings → Billing → Manage subscription → Cancel subscription

This redirects to the Stripe Customer Portal, where you can cancel, change plan, or update payment details. Cancellation takes effect at the end of the current billing period.

5.2 From your Stripe billing email

Every payment receipt email contains a link to the Stripe Customer Portal. Use the "Cancel plan" option there.

5.3 By email

If for any reason you cannot access the in-app cancellation flow, email support@prebookmt.com from the email address registered on your account, stating clearly that you wish to cancel. We will action within 2 business days.

5.4 Account deletion

Cancelling your subscription does not delete your account or your data. To delete your account, go to Profile → Settings → Delete account. See Privacy Policy §6 for retention rules after deletion.

6. How a refund is processed

Where a refund is issued, it is processed back to the original payment method via Stripe and typically appears in your account within 5 to 10 business days, subject to your bank's processing times. We do not refund to a different card or account.

VAT charged on the refunded amount is also refunded. A corrected VAT invoice / credit note is available in the Stripe Customer Portal.

7. Consumer complaint channels

Nothing in this Policy limits or excludes your non-waivable statutory rights under Maltese or EU consumer law.

If you believe a Maltese business has not honoured a service you booked through PreBookmt:

Office for Consumer Affairs — Malta Competition and Consumer Affairs Authority (MCCAA): mccaa.org.mt / Freephone 8007 4400
European Consumer Centre Malta — for cross-border consumer disputes: eccnetmalta.gov.mt

8. Changes to this Policy

We may update this Policy. Material changes will be notified by email and in-app banner at least 30 days before they take effect. Changes do not apply retroactively to refunds already requested.

9. Contact

Subscription refunds and cancellations: support@prebookmt.com Legal notices: legal@prebookmt.com Postal: Justin Azzopardi t/a PreBookmt, Bellevue, Triq il-Merkanti, Ghajnsielem GSM 1951, Gozo, Malta