This Refund and Cancellation Policy regulates the conditions applicable to payments made to Master VR, commercial brand of MASTER VR SL, through www.master-vr.com or any other contracting channel.

It also applies to services contracted under the Local Secrets brand, owned by MASTER VR SL.

Before making any payment, the client must read and accept this policy.

1. Company information

Commercial name: Master VR
Legal company name: MASTER VR SL
Tax ID: B67922914
Address: Calle de la Paz, 46001 Valencia, Valencia, Spain
Email: info@master-vr.com
Telephone: +34 960 00 21 71
Website: https://www.master-vr.com

2. Nature of the services

Master VR provides professional services that may be personalised, digital, strategic, creative, technological, consulting, training, communication, tourism promotion or support services.

MASTER VR SL also owns the commercial brand Local Secrets, through which it may offer tourism promotion, visibility, communication, content, digital campaigns, platform presence, community development and marketing actions for destinations, local businesses, accommodation providers, restaurants, activities, experiences and tourism professionals.

Due to the personalised nature of many of our services, refunds may be limited when work has already begun, resources have been assigned, deliverables have been produced, content has been published, campaigns have been activated, access to platforms has been granted or costs associated with the project have been incurred.

3. Cancellation before the start of the service

The client may request cancellation of the service before Master VR has begun its execution.

If the service has not begun and no associated costs have been generated, MASTER VR SL may refund the amount paid, deducting, where applicable, banking fees, administrative costs or non-recoverable expenses.

To request cancellation, the client must write to info@master-vr.com, indicating their details, the contracted service, payment date and reason for the request.

4. Cancellation once the service has started

If the client cancels a service once it has started, MASTER VR SL may retain the proportional part corresponding to work performed, hours spent, resources assigned, costs incurred, content prepared or published, campaigns activated and commitments assumed.

In such cases, Master VR will review each request individually and inform the client whether a full refund, partial refund or no refund applies.

5. Personalised services

Personalised services, tailor-made services or services developed according to the client’s specific instructions will not be refundable once started, unless there is a breach directly attributable to MASTER VR SL.

This may include, among others:

Personalised consulting.

Project development.

Tailor-made digital or technological services.

Content creation.

Design, strategy or planning.

Private training or sessions prepared specifically for the client.

Services linked to properties, accommodation, tourism or professional management.

Tourism promotion, communication, content, digital campaign or commercial visibility services carried out under the Master VR or Local Secrets brand.

Participation in platforms, directories, communities or tourism promotion projects.

6. Training, sessions and meetings

If the client contracts training sessions, consulting sessions or professional meetings, they may request cancellation or rescheduling at least 7 calendar days in advance.

If cancellation is requested outside this period, Master VR may retain all or part of the amount paid.

In the event of non-attendance by the client without prior notice, no refund is guaranteed.

Where possible, Master VR may offer a new date for the session or meeting, subject to availability and provided no additional costs have been generated.

7. Digital products, content or services

When digital products, documents, reports, access, downloadable materials, training resources, content, publications or digital deliverables are provided, no refund shall apply once the client has received access, delivery or publication of the material, except in the case of a serious technical error or breach attributable to MASTER VR SL.

In the case of tourism promotion services, campaigns or content linked to Local Secrets, no refund will be guaranteed once the content has been prepared, published, scheduled or disseminated, unless expressly agreed or in the event of a breach attributable to MASTER VR SL.

8. Campaigns, promotions and visibility services

Communication, tourism promotion, visibility, marketing or digital campaign services may require planning, content preparation, design, management, publication and monitoring.

Once these actions have begun, the client shall not have an automatic right to a refund due to lack of commercial results, poor performance, absence of sales, bookings, enquiries, traffic or impact, unless Master VR has expressly breached an obligation agreed in writing.

9. Payment errors

If a duplicate, incorrect or unauthorised payment occurs, the client must report it as soon as possible to info@master-vr.com.

Master VR will review the case and, where applicable, refund the amount paid incorrectly.

10. Deadline for requesting a refund

Refund requests must be made in writing to info@master-vr.com within a maximum period of 14 calendar days from the payment date.

The request must include:

Full name or company name of the client.

Email used for contracting.

Payment date.

Amount paid.

Service contracted.

Reason for the request.

Proof of payment, if necessary.

11. Refund processing time

If Master VR approves a refund, it will be processed through the same payment method originally used, unless otherwise agreed.

The time required to receive the amount will depend on the bank, payment provider or relevant financial institution.

Banking fees, payment gateway costs or non-recoverable administrative costs may be deducted from the amount to be refunded, where applicable and legally permitted.

12. Modification or substitution of the service

In some cases, Master VR may offer the client a modification, postponement, substitution or compensation of the contracted service instead of a refund.

This option will be assessed on a case-by-case basis and will require acceptance by both parties.

13. Contact

For any request related to cancellations or refunds, the client may contact:

MASTER VR SL
Email: info@master-vr.com
Telephone: +34 960 00 21 71
Address: Calle de la Paz, 46001 Valencia, Valencia, Spain