Cancellation and refund policy

1. Summary

Situation	Outcome
Cancellation by the traveler before the booked drop-off time	Full refund, including the service fee
Cancellation by the traveler after the booked drop-off time	Not available on the platform; the traveler keeps the right of withdrawal (section 3)
Arriving late within the booked period	Drop-off as normal. Not a no-show
No-show: no drop-off during the whole period	No automatic refund (section 5)
Store closed, without capacity or wrongly refusing the luggage	Full refund once the incident is verified
Cancellation by the store or by SHEILI	Full refund
Change of date, time or bags before drop-off; extension during storage	The difference is paid or refunded at the booking's rate
Early pick-up	No refund of the unused part of the booked period
Pick-up after the booked time	No automatic surcharge; the store may offer an optional late pick-up supplement (section 4.2)
Payment received after the provisional booking expired or without capacity	Booking not confirmed and automatic full refund

2. Free cancellation

2.1. While the booking is confirmed and the booked drop-off time has not arrived, the traveler may cancel it from the booking page. The refund includes the storage price and the service fee, unless the terms of a specific booking expressly said otherwise before payment.

2.2. Free cancellation is calculated on the booked drop-off time, not on the actual drop-off. Once that time arrives, the cancel button is no longer available.

2.3. The cancellation is confirmed by email with the amount being refunded.

3. Right of withdrawal

3.1. Bookings are concluded at a distance. A traveler who is a consumer may withdraw from the contract within 14 calendar days of its conclusion, without giving reasons, under Articles 102 to 108 of the Spanish consolidated consumer law (TRLGDCU). SHEILI does not exclude this right for storage bookings.

3.2. Before the drop-off time, the free cancellation in section 2 gives the same result immediately: 100 % is refunded at no cost. Cancelling from the booking page is enough.

3.3. After the drop-off time, the traveler may exercise the right of withdrawal by writing to hello@sheili.com with the booking code, or by sending the form in Annex I. Using the form is not mandatory: an unequivocal statement is enough. If performance has already begun, the rules of Article 108 TRLGDCU on the service already provided apply.

3.4. SHEILI will acknowledge receipt of the withdrawal and make any refund due within 14 calendar days of the notice (Art. 107 TRLGDCU), to the original means of payment.

4. Delays

4.1. Late arrival. The traveler may drop off at any time within the booked period, during the store's opening hours.

4.2. Late pick-up.

• Before the pick-up time, the traveler may extend the booking from the booking page, paying the difference at the booking's rate.
• SHEILI does not charge automatic surcharges for delays or make charges without the traveler's authorisation.
• If the traveler collects after the booked time (after a 15-minute courtesy period), the store may generate a late pick-up supplement: a payment link for the extra time up to the next full hour, calculated at the booking's rate. Handing over the luggage is not conditional on that payment.
• If the store is closed when the traveler arrives outside the period, pick-up takes place during the next opening hours.
• If luggage remains uncollected for a long time, the uncollected luggage procedure of the Terms (clause 7) and of the Luggage policy (section 6) applies.

4.3. Early pick-up. The traveler may collect their luggage before the booked time. The price corresponds to the booked period and the unused part is not refunded.

5. No-show

5.1. Definition. A confirmed booking is a NO_SHOW when there is no drop-off at any time during the booked period. The system marks it automatically when the period ends, once only and with a record in the custody and audit logs. The store cannot mark it unilaterally.

5.2. Effects:

• there is no automatic refund, because the store held the capacity and was available throughout the period;
• no affiliate commission is paid for that booking;
• the store's share is only paid out if SHEILI has activated the no-show remuneration policy, after the claim period and with no open claims (Partner store terms, clause 9).

5.3. Prior information. This rule is shown before payment, next to the acceptance box, with a link to this policy. It does not affect the right of withdrawal (section 3) or the consumer's mandatory rights (section 10).

5.4. If the store was not available. If the traveler went to the store and it was closed, without capacity or wrongly refused the luggage, the case is not a traveler no-show:

• the traveler should open an incident, preferably within 72 hours of the end of the period;
• while it is open, the store is not paid;
• if it is confirmed, the refund is full.

6. Cancellation or impossibility on the part of the store or SHEILI

If the store cancels or cannot provide the service, or SHEILI cancels the booking (for example, because the store has closed or because of reasonable signs of fraud not attributable to the traveler), the traveler receives a full refund. SHEILI will help them find a nearby alternative if one is available, without being obliged to guarantee one.

7. Refunds: method and timing

7.1. Refunds are always made to the original means of payment, through Stripe. SHEILI orders them at the time of cancellation or when the incident is resolved. The time it takes for the amount to appear in the traveler's account depends on their card issuer.

7.2. Partial refunds are possible, for example for a downward booking change or an incident resolution.

7.3. System safeguards:

• a refund never exceeds the amount paid;
• the same amounts are never refunded twice;
• if the booking had already been paid out to the store, its share is reversed or offset.

7.4. If a refund fails at the provider, it is recorded and handled manually until completed.

8. Disputes and chargebacks

8.1. Before starting a chargeback with their bank, we recommend contacting hello@sheili.com: it is usually the fastest route.

8.2. If a dispute is opened, SHEILI will provide Stripe with the booking evidence: acceptance of the terms, confirmation and custody log. While it is being resolved, the payout to the store is held. If the dispute is resolved in the traveler's favour, there is no second refund of the same amount.

9. Service fee

Case	Treatment of the service fee
Free cancellation	Refunded
Store failure or cancellation by SHEILI	Refunded
Withdrawal	As set out in section 3
NO_SHOW	Not refunded automatically
Booking change	Recalculated for the resulting bags

SHEILI Pass holders, once the service is active, do not pay the service fee.

10. Mandatory rights

Nothing in this policy limits the rights that consumer law grants the traveler, including the legal guarantee of conformity of the service, compensation for breach and withdrawal where applicable.

Annex I — Model withdrawal form

To SHEILI LUGGAGE, S.L., Paseo Virgen del Puerto, 1, 28005 Madrid, Espanha, hello@sheili.com: I hereby give notice that I withdraw from my contract for the provision of the following service: luggage storage booking no. ______, concluded on ______, in the name of ______, email ______. Signature (only if sent on paper) and date.

Version history

Version	Date	Changes
1.0	23/10/2026	Version approved by the owner