1. Purpose and scope of application

This policy establishes the terms and conditions applicable to the reservation of a place, cancellation and refund of the specialised addiction rehabilitation services provided by Asociación de Apoyo a la Reinserción Social de Canarias (ARES-CA), which operates under the trade name Revelia Recovery Center. Compliance with it is mandatory for the user.

This document forms an integral part of the Therapeutic Treatment Contract signed with the user and must be interpreted consistently with its Annex VI. In the event of discrepancy, the text of the signed contract shall prevail.

Why are payments not refunded?

From the moment the booking is confirmed, the centre initiates a series of immediate and individualised actions whose cost is generated regardless of whether the treatment is ultimately carried out:

• Blocking of an available place for the stay, preventing its allocation to another user.
• Design of the personalised intervention plan by the clinical and therapeutic team.
• Allocation of human resources: psychologist, therapist and doctor.
• Preparation of the room, equipment and prescribed medication.
• Administrative, logistical and, where applicable, intermediation fee management.

2. Non-refundable nature: general rule

Amounts paid, whether as a booking fee or for the complete programme, are generally non-refundable. This rule applies in all cases detailed below:

Legal basis: In accordance with article 103, letter l), of Royal Legislative Decree 1/2007 (TRLGDCU), the user acknowledges that the 14-day right of withdrawal does not apply to this contract, given that its purpose is the reservation of a place in an integral therapeutic programme with accommodation, for non-residential purposes, whose execution is linked to specific dates and periods.

3. Booking process

3.1 Booking confirmation

The place shall be formally reserved at the moment the centre receives the corresponding payment, the amount and method of which shall be communicated in advance. The following payment methods are accepted: bank transfer, credit card and cash.

From confirmation of payment, the centre assumes therapeutic planning, logistics and human resources commitments that generate non-recoverable costs in the event of cancellation.

3.2 Admission period

The user has 7 calendar days from confirmation of payment to join the centre. If admission does not take place within that period and no force majeure is justified with the required documentation, the place shall be released without entitlement to a refund.

4. Interruption of treatment by decision of the therapeutic team

If the centre’s own medical or therapeutic team determines the interruption of treatment for duly justified clinical, psychological or therapeutic reasons, such as a serious health complication requiring prolonged hospitalisation, the management shall assess the possibility of a proportional refund or a rescheduling of the admission.

The procedure applicable in this case is as follows:

• The user must provide the relevant medical reports or clinical documentation.
• Management shall assess the request individually, taking into account the clinical and operational criteria of the case.
• Reincorporation into the centre for completion of the initially scheduled programme shall prevail.
• The refund, if approved, shall cover exclusively the unused period, with deduction of the costs already incurred.
• Payment shall be made within a maximum period of 30 business days from the favourable resolution issued by management.

This possibility is not guaranteed and remains at the sole discretion of the centre’s management. The mere request by the user does not generate any right to a refund.

5. Force majeure situations

In exceptional and duly proven cases, the centre may assess rescheduling of the admission or, in extraordinary circumstances, a partial refund. The causes that may be considered force majeure for these purposes are:

• Serious accident that physically prevents incorporation into the programme.
• Urgent or prolonged hospitalisation of the user.
• Death of a direct family member: parents, children, spouse or person with an equivalent bond, duly proven.
• Natural disaster or extraordinary event that prevents travel.
• Serious, unforeseen and documented personal emergency that directly affects the user or payer.

5.1 Proof of force majeure

The user or payer shall have a maximum period of 30 calendar days, from the date of cancellation or non-admission, to submit the supporting documentation through the official channels indicated in section 7 of this document.

Valid documentation shall be considered: medical reports, official certificates, legal or administrative documentation that sufficiently proves the alleged cause.

If documentation is not submitted within the indicated period, or if the justification is considered insufficient, the booking shall be considered non-refundable without exception.

5.2 Available options in cases of proven force majeure

When the force majeure cause is proven to the satisfaction of management, the centre may offer one of the following alternatives:

• Rescheduling of the admission within a period of up to 3 months from the initially agreed date.
• Partial refund covering the unused service, with deduction of administrative costs, therapeutic coordination costs and any intermediation fees already generated. The refund percentage, if approved, shall not in any case be less than 50% of the amount corresponding to the unused period after applying the indicated deductions.
• All requests shall be assessed individually by management, whose decision shall be final. If the refund is deemed appropriate, payment shall be made within a maximum period of 20 business days from the favourable resolution.

5.3 Intermediate cases

If the user reports a cause that does not reach the threshold of force majeure but is considered reasonable at the discretion of management, the centre may assess, at its sole discretion:

• Rescheduling of the admission with a maximum limit of 3 months from the original date.
• Granting of a credit for future treatment, with deduction of the costs already incurred.

None of these alternatives is guaranteed. Their granting remains subject to the assessment of management and does not in any case generate any subjective right for the user.

6. Expulsion for breach of the internal regulations

The centre reserves the right to proceed with the immediate expulsion of the user in the event of serious or very serious breaches of the internal regulations, including, by way of example and without limitation:

• Threats, insults, coercion or physical or verbal assaults towards staff, monitors or other users.
• Introduction, possession, consumption or distribution of alcohol or any illicit substance within the facilities.
• Unauthorised manipulation, self-medication or modification of the prescribed medication schedule.
• Damage to the facilities, equipment or property of the centre or third parties.
• Any conduct that alters the therapeutic process or compromises the safety of the environment.
• Sexual activity within the centre.

In the event of expulsion, the user must leave the facilities within a maximum period of one hour from notification. The decision corresponds to the monitor on duty, who shall immediately inform management. Any resolution adopted is final.

Expulsion shall not entitle the user to any refund of the amounts paid, regardless of the treatment time elapsed. If the user has caused material damage, they shall be obliged to compensate the centre for the corresponding amount.

7. Official channels of communication and complaint

All communications, refund requests and complaints related to this policy must be addressed exclusively through the following official channels:

• Complaints email: compliance@revelia.org
• Postal address (certified mail): C/ Toninas 49, Punta Prieta, 38560 Güímar, Tenerife
• Website: https://revelia.org

Informal messages via WhatsApp, unrecorded telephone calls or direct communications to team members do not constitute official channels of complaint and do not generate contractual effects.

8. Acceptance of this policy

The start of the booking process, by any means: telephone contact, email or in person, implies that the user and/or payer has read, understood and fully accepted the content of this policy, including the non-refundable nature of the amounts paid under the terms established herein.

This policy is binding and complements the Therapeutic Treatment Contract and its Annexes, in particular Annex VI. Both documents must be interpreted systematically and coherently.