5. Voluntary Abandonment and Medical Interruption

1.Unjustified Voluntary Abandonment:

• If the user decides to leave before completing the programme, payments made will not be refunded.
• However, the Centre may allow a temporary absence of up to 48 hours if there is a justified reason and the user commits in writing to return without having consumed any substances, submitting to the re-admission toxicology test.
• If the user does not return after this period or violates the conditions (e.g., substance use), the place will be considered definitively abandoned, with no right to a refund.

2.Justified Medical Interruption:

• If admission must be interrupted for medical reasons, as determined by the Centre’s medical or therapeutic staff (e.g., severe health complications requiring prolonged hospitalisation), a partial refund or rebooking may be evaluated, deducting already incurred costs.
• The user must provide relevant reports, and the management team reserves the final decision on granting a partial refund or alternative admission date.

6. Exceptions (Medical Force Majeure or Extreme Situations)

Force Majeure Causes

In exceptional cases, the Centre may consider rescheduling admission or, in extraordinary circumstances, granting a partial refund. The accepted causes include:

• Serious accidents: Injuries or traumatic events that prevent admission.
• Hospitalisation: Urgent or prolonged admission to a medical facility.
• Death of direct relatives: Parents, children, spouse, or individuals with an equivalent relationship, duly accredited.
• Natural disasters: Fires, floods, earthquakes, or similar events that prevent travel.
• Serious personal emergencies: Unforeseen and documented circumstances that directly affect the user or payer. 

Deadline for Justifying Force Majeure

The user or payer will have a maximum of 30 calendar days from the date of cancellation or non-attendance to submit supporting documentation, which may include:

• Medical reports.
• Official certificates.
• Legal or administrative documents supporting the situation.

All documentation must be sent via certified mail to the following address:

C/ Obispo Pérez Cáceres, N° 01, Edif. Boli 1°A, San Isidro-Granadilla de Abona-38611 (Santa Cruz de Tenerife)

Additionally, the documentation must be emailed to: info@revelia.org

If no documentation is submitted within this period, or if the justification is deemed insufficient, the reservation will be considered non-refundable.

Options for Justified Cases

When a force majeure situation is proven, the Centre will evaluate the following options:

• Rescheduling the admission: Proposing a new date within a period of up to 3 months from the initially agreed date.
• Granting a partial refund: This refund will only cover the unused portion of the service and will deduct:
  • Administrative fees.
  • Costs for therapeutic and logistical arrangements.
  • Commercial and marketing commissions.
• If a refund is applicable, the percentage of reimbursement will be a minimum of 50% of the unused portion of the service, after the above deductions have been applied.

Centre’s Evaluation and Discretion

All requests will be assessed on a case-by-case basis at the discretion of the management team and will only be accepted if the documentation provided sufficiently justifies the cause.

Final Conditions

Outside of these extreme cases, and regardless of the user’s or payer’s personal reasons, no refunds will be granted.

If no valid justification is provided or if the justification does not meet the established requirements, the reservation will be considered entirely non-refundable.

6.1 Itermediate Cases

If the user reports a reasonable cause that does not qualify as force majeure, the Centre may, at the discretion of the management team:

• Reschedule the admission, with a maximum limit of 3 months from the original date.
• Offer future credit for another treatment, deducting incurred costs.

7. Payment Terms and Methods

1.Accepted Payment Methods:

• Bank transfer.
• Credit card.
• Cash (at the Centre’s facilities or another designated location).

2.Reservation Usage Deadline:

• The user has 7 calendar days from payment to appear at the Centre or justify their absence with evidence (force majeure).
• In cases of force majeure, the period is extended to 30 calendar days, provided that the user submits valid supporting documentation within this timeframe.

3.No Right to Withdrawal:

• Due to the highly specialised and personalised nature of the service, the withdrawal right for ordinary distance purchases (Article 103 of the Spanish General Consumer and User Protection Law) does not apply, as the service is deemed to commence immediately with the preparation of the place and treatment plan.