Legal · Version 1.3.0 · Last updated 2026-07-26

Guest Talk refund and cancellation policy

This Refund and Cancellation Policy explains how a Guest Talk customer can cancel a subscription, when a refund is due, how service credits are calculated for breaches of the service level agreement, how value-added tax is handled on reversal, and which payment methods we can use to send money back. It is incorporated by reference into the Terms of Service at /legal/terms and should be read alongside them.

1. Overview

Guest Talk is sold on a subscription basis to hotels, hostels, aparthotels and similar businesses. Because the Service is delivered continuously during the subscribed term, most requests to end the relationship are cancellations rather than refunds: cancellation stops future charges, whereas a refund returns money already paid for a period during which the Service has been (or could have been) used.

2. Cancellation versus refund

The two are commonly conflated. Cancellation is a forward-looking act: it terminates the subscription at a future point (usually the end of the current billing cycle) and prevents renewal invoices. Refunds are backward-looking: they return money already collected. For a monthly subscription that runs 1 to 31 August, cancelling on 20 August generally results in access until 31 August with no refund of the August invoice; the cancellation prevents the September invoice from being issued.

3. Monthly subscriptions

Monthly subscriptions may be cancelled at any time via the workspace billing settings or by written notice to billing@talkg.fabriza.org. Cancellation takes effect at the end of the current billing period; access, data and functionality remain in place until that date. Guest Talk does not, as a default, refund the current month for a monthly plan cancelled mid-cycle. The rationale is that a monthly plan is priced for month-level commitment and Customer receives the full month of Service.

Two exceptions apply. First, where a Customer is invoiced in error (for example, for a workspace they never activated), Guest Talk will refund the erroneous charge in full. Second, where a Customer discovers within the first 14 days of the first monthly invoice that the Service is materially unfit for its documented purpose, Customer may request a full refund of that first invoice; Guest Talk will action the refund within 10 business days.

4. Annual subscriptions

Annual subscriptions are invoiced annually in advance. Customer may cancel an annual subscription at any time; cancellation takes effect at the end of the current term. Where Customer cancels an annual subscription within 30 days of the initial invoice date, Guest Talk will refund the unused portion pro-rated by the days remaining in the annual term (calculated as ((days remaining) / 365) * annual fee, less a EUR 79 administrative fee to cover onboarding costs already incurred). After the initial 30-day window, no refund is due on cancellation of an annual subscription unless the Cancellation is because of a material breach by Guest Talk that Guest Talk has failed to cure within the notice period set out in the Terms of Service.

Where an annual subscription is cancelled because Guest Talk has failed to cure a material breach, Customer receives a pro-rata refund of the unused portion of the term, calculated from the date on which access to the Service is effectively suspended.

5. Refund process

To request a refund, email billing@talkg.fabriza.org with the workspace name, invoice number(s), and the reason for the request. Guest Talk aims to acknowledge every refund request within one business day and to issue the refund (or a written explanation of why it is not payable) within 10 business days from receipt of the complete request. Refunds are processed by our payment sub-processor Stripe; the time for the refund to reach Customer's bank varies by card issuer and typically takes an additional 5-10 business days.

6. Downgrades

A downgrade — for example, moving from the Growth plan to the Starter plan — takes effect at the start of the next billing cycle. No refund is issued for the current cycle. If Customer downgrades an annual plan, the higher fee is not partially refunded; the new rate applies from renewal.

7. Chargebacks

If Customer disputes a charge with their card issuer, the resulting chargeback triggers an automatic review by Guest Talk. Where the underlying charge was valid, Guest Talk will contest the chargeback with evidence of the subscription, the delivered Service, and any prior communications. Where Customer has not attempted to resolve the issue directly with Guest Talk before the chargeback, Customer's account may be suspended pending resolution. To avoid this, please contact us before filing a dispute; nearly every dispute we see is a misunderstanding that can be resolved in a single email exchange. Where a chargeback is upheld against Guest Talk, Customer may be liable for the chargeback fee (typically EUR 15-25) charged to Guest Talk by the card network.

Guest Talk provides Customer with 5 calendar days' notice before contesting a chargeback with the network, giving Customer the opportunity to withdraw the dispute if it was filed in error.

8. Service credits for SLA breaches

Guest Talk publishes a Service Level Agreement targeting 99.9 percent monthly uptime for the core PMS and channel manager modules. Where uptime measured over a calendar month falls below 99.9 percent for a paying Customer, Guest Talk credits Customer against the next monthly invoice according to the following schedule:

• 99.9 percent to 99.5 percent — 10 percent of the monthly fee.
• 99.5 percent to 99.0 percent — 20 percent of the monthly fee.
• 99.0 percent to 95.0 percent — 40 percent of the monthly fee.
• Below 95.0 percent — 100 percent of the monthly fee, plus the right to terminate the affected module with a pro-rata refund of prepaid unused fees.

Uptime is calculated based on the availability of the customer-facing PMS calendar, the channel manager write plane, and the guest booking engine, measured by our external synthetic monitoring service across five global vantage points. Scheduled maintenance windows advertised at least 72 hours in advance are excluded, as are outages caused by third-party services unless caused by Guest Talk's negligent selection or configuration.

Service credits are the sole and exclusive remedy for SLA breaches (without prejudice to termination rights on repeated material breach) and are applied automatically to the next invoice upon Customer's written claim within 30 days of the affected month.

9. VAT and refund

Refunds are issued net of any VAT originally charged, and the VAT is reversed on a corresponding credit note. Where Customer has already reclaimed the input VAT, Customer is responsible for the corresponding adjustment on its own VAT return. Guest Talk issues a compliant Estonian credit note per refund; the credit note is delivered by email at the same time as the refund transaction is initiated.

For customers under the reverse-charge mechanism (EU B2B with a valid VAT number), no VAT was charged in the first place and the credit note reverses the net amount. For OSS / IOSS transactions to consumers outside the EU, refunds follow the same principle: the invoice VAT rate applies to the reversal.

10. Currency and foreign exchange

Refunds are issued in the same currency as the original charge. Where Customer's bank converts the refund back into a different currency, any exchange loss is borne by Customer; Guest Talk cannot compensate for foreign exchange fluctuations between the original charge date and the refund date. Where a Customer explicitly requests a refund in a different currency (for example, because the card used at the time of purchase has been closed and only an EUR bank account remains), Guest Talk will apply the ECB reference rate on the refund date; the resulting FX gain or loss is not compensated.

11. Payment method for the refund

By default, refunds are issued to the original payment method used for the purchase. Where the original card has expired, been cancelled, or been lost, Guest Talk can issue the refund by SEPA bank transfer on receipt of an IBAN in the name of the Customer entity. Guest Talk cannot issue refunds by cheque and cannot refund to a third-party account. For SEPA refunds we require a written confirmation on Customer letterhead of the account details to prevent fraud.

12. Statutory rights

The Service is sold to business customers. Consumer-protection remedies specific to consumer sales (for example, the 14-day withdrawal right under the Consumer Rights Directive) generally do not apply. Where local law extends specific consumer protections to sole-trader micro-businesses, Guest Talk complies with those protections in the relevant jurisdictions.

13. Refund fraud and abuse

Guest Talk reserves the right to decline refunds that appear to be fraudulent, for example: repeat cancel-and-resubscribe patterns designed to exploit refund windows; refund requests for months during which Customer has processed a large number of reservations through the Service; or requests made after Customer has extracted its data via the API and moved to another vendor while claiming the Service was unfit for purpose. Declined refunds are reviewed on appeal by a member of the Guest Talk leadership team.

14. Contact and version history

Billing team: billing@talkg.fabriza.org. Legal correspondence: legal@talkg.fabriza.org. Postal: Guest Talk OU, Sepapaja tn 6, 15551 Tallinn, Estonia.