Return policy

Return policy

It is necessary to distinguish between the sale of products (merchandise) and the booking and contracting of activities, as the return conditions are different in each case.

1. Cancellation and Refund of Activities

The refund conditions for activities are governed by specific deadlines, different from those applicable to the sale of products, as these are services scheduled for a specific date and time:

  • Cancellation more than 48 hours before the departure time: 100% of the amount paid will be refunded.
  • Cancellation between 48 and 24 hours before the departure time : no refund will be issued, but the activity may be rescheduled for another date, subject to availability.
  • Cancellation less than 24 hours before the departure time: no refund will be issued and the activity cannot be rescheduled. Only in cases of force majeure that are unforeseeable and supported by documentation (serious illness or accident with a medical certificate, death of an immediate family member, or similar situations), and always at the discretion of Mateua Dive 2025, S.L., may a refund or rescheduling of the activity be considered.  
  • Cancellation by the company (technical problems, adverse weather conditions, or any other cause attributable to the organization): 100% of the amount paid will be refunded or, if the customer prefers, the activity will be rescheduled at no additional cost.
  • Participant Delays: It is the participant’s responsibility to arrive at the meeting point at the time indicated in the booking. If the participant arrives late and this prevents the activity from starting on time or may negatively affect the proper development of the experience for the rest of the participants, Mateua Dive 2025, S.L. reserves the right to start the activity without waiting for the participant or to deny them access to it. In such cases, the service will be considered as provided for booking purposes and will not entitle the participant to a refund of the amount paid or to reschedule the activity.

2. Return of Products (Merchandise)

The user shall have the right to withdraw from the purchase made within a period of 14 days from the delivery of the goods.

How to exercise the right of withdrawal: To exercise the right of withdrawal regarding products purchased exclusively through the Website, you must express your unequivocal decision to withdraw from the contract within 14 calendar days, in one of the following ways:

If you choose the option to return the product to the Mateua Dive 2025, S.L. store, you must first contact our Customer Service department at +34 972773556, who will provide you with a return authorization that must be presented at the store.

If you choose the option to return the product through the Website's online store, you must contact our Customer Service department by calling +34 972773556 or via the email account info@mateuadive.com.com to unequivocally express your decision to withdraw from the contract.

Without prejudice to the provisions of the preceding paragraphs, you may also choose to exercise your right of withdrawal by completing and electronically submitting to the email account info@mateuadive.com.com el formulari de desistiment, que podeu sol·licitar enviant un correu a info@mateuadive.com.com. En aquest cas, us en confirmarem la recepció sense demora per correu electrònic.

The right of withdrawal shall be deemed exercised within the time limit when the communication concerning the exercise of this right has been sent to us before the corresponding period expires, under the terms indicated above.

Conseqüències del desistiment: en cas que exerciteu el dret de desistiment, us retornarem tots els pagaments que hàgim rebut de la vostra part, incloses les despeses de lliurament, sense cap demora indeguda i, en tot cas, com a molt tard 14 dies naturals a partir de la data en què ens informeu de la vostra decisió de desistir del contracte. Efectuarem aquest reemborsament utilitzant el mateix mitjà de pagament amb què es va abonar la compra, sense que us suposi cap despesa.

Els productes objecte de devolució s'hauran de trobar en perfectes condicions. En cas contrari, no es podrà exercir aquest dret de desistiment.


COMPLAINT FORMS


Complaint forms are available to the client. The form can be requested from our customer service department by telephone or by email, and we will send it to the address you provide. You may also request it at our establishment located at Plaça Punta Montgó No. 2, L’Escala.


OUT-OF-COURT DISPUTE RESOLUTION (RESOLUTION PROCEDURES)


Disputes between the parties arising from contracts signed exclusively by electronic means may be settled out of court through the online dispute resolution platform published by the European Commission, where all the information necessary to exercise the corresponding actions can be found.


The link to the platform through which the corresponding claim may be filed is as follows:


https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=es


JURISDICTION AND VENUE


In the event that a consumer and user is involved, for the resolution of conflicts arising from these general terms and conditions of sale, the parties submit to the civil courts and tribunals corresponding to the consumer's domicile, by virtue of specific regulations.


For all other parties involved, territorial jurisdiction shall be determined by the general rules of distribution of competence, as set forth in Articles 50 et seq. of the Spanish Civil Procedure Law (Ley de Enjuiciamiento Civil).