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.

If you withdraw or cancel, the 15 € are refunded to you in full by the same means of payment, without undue delay and in any event within a maximum of 14 calendar days.

This clause explains exactly what we sell you, when it is done, and why it is paid for separately. Everything that follows depends on it.

1. The service LongevityMap provides to you consists, solely and autonomously, of the intermediation and management of the booking: matching you with the clinic, technically enabling the booking request, and obtaining a confirmed booking with the clinic. This service is distinct from and independent of the medical treatment, which the clinic contracts, provides and invoices separately.
2. The parties expressly agree that this service is performed in full, separately and from the start of the performance of the contract, and is deemed fully performed at the moment the booking reaches the “CONFIRMED” state. Prior steps (the “pending” and “in negotiation” states) constitute merely preparatory activity for that single service, which is consummated in a single act upon confirmation and is not of a continuing (successive-performance) nature.
3. The remuneration for this service is a fee of 15% of the price of the booked treatment, plus 21% VAT, which constitutes a differentiated price payable separately, distinct from and independent of the price of the treatment invoiced by the clinic. LongevityMap invoices it to you in its own series (LMR).
4. By ticking the non-pre-ticked box in the booking flow you expressly request that LongevityMap begin and perform this intermediation service during the withdrawal period. You acknowledge that, as this is a service performed in full, separately and at a separately payable price from the start, should you exercise your right of withdrawal once the booking has been confirmed, the proportional compensation payable under Art. 108.3 TRLGDCU will equal the full amount of that fee, the service having been fully performed.
5. The 15% fee is consistent with the market value of equivalent intermediation services at the time of contracting and is not excessive for the purposes of Art. 108.3.

Note: scenarios 9 and 10 have been added at the end of the table so as not to alter the numbering of scenarios 1 to 8, which are cited by number in other documents (rectifying invoices and the refund policy). They do not follow chronological order; to locate your case, see the «Moment» column.

Before confirmation (scenarios 9 and 10): scenarios 2 to 5 presuppose a booking the clinic accepted, because what the commission remunerates is precisely that completed arrangement. While your request is still pending there is no provision to charge for, so the art. 108.3 TRLGDCU compensation is zero and you get the full 15% back — whether you withdraw or the request lapses through the clinic’s silence.

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, 9, 10 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 accept two separate, non-pre-ticked boxes (Spanish Consumer Code Art. 60+97 pre-contractual information · Art. 27 LSSI · Art. 98.7-8 TRLGDCU):

1. Acceptance of this complete policy.
2. Early start of the service · you expressly request that LongevityMap begin the intermediation and booking-management service before your 14-calendar-day withdrawal period elapses (Art. 98.8 TRLGDCU), and you acknowledge that once the booking is confirmed the service has been fully performed (Art. 103.a TRLGDCU).

Alongside the boxes, and without you having to tick anything, this information is shown to you:

You keep your right of withdrawal in all cases. If you withdraw before your booking is confirmed, we will refund the intermediation fee in full. If you withdraw once the booking has been confirmed, the intermediation service will have been fully performed, so you will pay the amount corresponding to that service already provided — equal to the 15% fee — under Art. 108.3 TRLGDCU. Independently of the above, LongevityMap voluntarily grants you a 48-hour courtesy window to cancel and recover the fee.

You are not asked to waive anything. Your right of withdrawal is kept intact; what the law determines is the compensation for the service already provided. The form to exercise it is on this same page.

You keep your right of withdrawal in all cases. You may exercise it within 14 calendar days of contracting, without giving a reason. You are not required to use this form — any unequivocal statement will do — but making it available to you is our obligation.

Send it to hola@longevitymap.co or by post to the address below. We will acknowledge receipt on a durable medium.

To LongevityMap
José Manuel Rosa Cobos · NIF 74895363A
Calle Espirea 1-3B, Málaga (Spain)
hola@longevitymap.co

I hereby give notice that I withdraw from my contract for the intermediation and booking-management service.

Booking number: ______________________
Requested on: ______________________
Consumer's name: ______________________
Consumer's address: ______________________
Date: ______________________
Signature (only if submitted on paper): ______________________

What happens next. If you withdraw before your booking is confirmed, we refund the fee in full, via the same payment method, within a maximum of 14 calendar days. If you withdraw after confirmation, the intermediation service has been fully performed, so you will pay the Art. 108.3 compensation — equal to the amount of the fee; the treatment is governed by the clinic's own terms. Independently of the above, the voluntary 48-hour courtesy window described in this policy is available to you.

• 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 (exception for a fully performed service) · Art. 105 (extension where information is omitted) · Art. 108.3 (proportional compensation for the service provided — the basis of our architecture).
• LSSI-CE Law 34/2002: Art. 27 (prior obligations + Art. 28 receipt confirmation).

Your package never expires: unused sessions are never lost.

You may cancel or reschedule each session free of charge up to 24 hours before the appointment; the session returns to your package in full.

If you do not cancel within that notice period and do not attend, one session of the package is used, because the clinic has reserved the room and the practitioner exclusively for you. No further financial penalty applies.

Duly evidenced cases of force majeure or illness are excepted: the session is reinstated to the package.

If the clinic cancels, you will be offered priority rescheduling and, at your choice, a refund of the affected session.

Should the clinic cease trading or delivery become impossible, you are entitled to a refund of the unused balance.

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).