Booking cancellation and refund policy

This policy regulates the cancellation and refund of the 15% intermediation commission you pay to LongevityMap when booking a medical appointment via the Platform. It does NOT govern the refund of the 85% treatment fee, which depends on each clinic's policy.

Applicable to all patients who book appointments on the Platform from 27 May 2026 onwards.

When you confirm your booking on the Platform we charge 15% of the treatment price via Stripe Checkout. This corresponds to LongevityMap's technology intermediation and online booking management service.

It is an autonomous service, distinct from the subsequent medical consultation · the provision is considered executed at the moment of booking confirmation (patient-clinic matching + notifications + time slot reservation + LMR invoice issuance). For this reason, once the 48-hour courtesy window has passed, the amount is firm even if the appointment does not take place due to patient-attributable reasons (DGT binding doctrine V0839-20, V5427-16, V2844-18 · Spanish VAT Law Art. 75.Two: accrual occurs when collecting the advance payment).

Clinic asymmetry: in scenarios 6-8 (cancellation or no-show attributable to the clinic) LongevityMap refunds 100% of the 15% as a commercial guarantee and commercial custom applicable to vertical technology intermediation in the health sector, regardless of timing. The clinic faces a separate contractual penalty to compensate for the loss.

Every refund of the 15% (scenarios 1, 6, 7, 8 plus the exceptional chargeback and goodwill cases) automatically triggers a rectifying invoice in our LMR-R series, key R1 (Spanish VAT Law Art. 80.Two · operations rendered without effect by commercial custom), mode «I» (differential · negative amount).

You will receive the rectifying invoice as a PDF via email · durable medium per TRLGDCU Art. 98.7. The original LMR-{year}-{nº} invoice remains in your history alongside the rectifying invoice that neutralises it.

In exceptional cases (serious medical emergency, hospitalisation, documented force majeure) LongevityMap may grant a discretionary 15% refund outside the matrix above · solely as a commercial act of goodwill.

These refunds do NOT create precedent or expectation for the applicant or third parties, and do not alter the general cancellation conditions contractually accepted. A strict monthly cap applies to prevent fiscal reclassification by the Spanish Tax Agency (AEAT).

To request one, contact soporte@longevitymap.co with your booking number and a brief explanation. A medical certificate is NOT required (GDPR Art. 9 minimisation canon · LongevityMap neither needs nor wants health data for this commercial decision).

After approving a refund, LongevityMap immediately initiates a Stripe Refund on the original PaymentIntent (canonical Idempotency-Key · zero risk of double refund). The money arrives in your bank account depending on your card issuer:

• EU Visa/Mastercard: typical 5-10 business days · up to 30 days depending on bank.
• Klarna BNPL: instant in the Klarna app · settlement with your bank according to original payment method.

The refund includes proportional 21% VAT (not requested separately from AEAT · fiscal mechanics compensated via LongevityMap's quarterly Modelo 303 declaration).

Before paying the 15%, upon confirming the booking you expressly accept three separate consents (Spanish Consumer Code Art. 60+97 pre-contractual · Art. 27 of the LSSI · Art. 98.7-8 and 103.a/m TRLGDCU early-execution consent):

1. Acceptance of this complete policy (checkbox 1 of the checkout).
2. Immediate service start · you expressly request and consent that LongevityMap begin providing the intermediation service immediately, before the 14-day legal withdrawal period expires (Art. 98.8 + 103.m TRLGDCU).
3. Waiver of the right of withdrawal · you acknowledge that, once the booking is confirmed, you lose your 14-day legal right of withdrawal over the 15% commission, without prejudice to the voluntary 48-hour courtesy window that LongevityMap grants you (Art. 103.a TRLGDCU).

These consents are mandatory and separate · if any checkbox is left unticked, the payment does NOT proceed.

• Law 37/1992 VAT (LIVA): Art. 4 + 11.Two.15º (autonomous technology intermediation service · 21% VAT non-exempt) · Art. 75.Two (accrual on advance payment) · Art. 80.Two (taxable-base modification for operations rendered without effect by commercial custom · R1 rectifying invoice key).
• Royal Decree 1619/2012 Invoicing Regulation: Art. 6 (mandatory invoice content) · Art. 15 (rectifying invoice · 4-year deadline from accrual).
• Royal Legislative Decree 1/2007 TRLGDCU: Art. 60 + 97 (pre-contractual information) · Art. 98.7-8 (confirmation + early execution) · Art. 103.a/m (withdrawal exclusions).
• LSSI-CE Law 34/2002: Art. 27 (prior obligations + Art. 28 receipt confirmation).
• DGT binding doctrine: V0839-20 (14-04-2020 advance hotel reservation) · V5427-16 (22-12-2016 ticket intermediation) · V2844-18 (26-10-2018 21% confirmation).

LongevityMap mediates the booking between patient and clinic. The medical service is provided by the clinic · LongevityMap does not participate in the treatment execution, does not diagnose, does not prescribe, and assumes no responsibility for clinical outcomes.

The treatment contract is established directly between the patient and the clinic (see General Terms + Privacy Policy).