Refund & Cancellation Policy

1. Booking Refunds

All bookings made through BookNow Engine and Bed&Beds for European hotels are processed by FS Serviços Lisbon. Refunds are not handled by the hotel directly.

• You may request a refund based on eligibility criteria defined at the time of booking.
• Our team will verify the situation with the hotel partner but will process the refund independently based on policy.
• All refund payments are made via Stripe and may take 5–10 business days to reflect in your account.

2. SaaS Product Refunds

• All SaaS product subscriptions (BookNow Engine, Connect, Vista Cloud) are subject to contract terms.
• No automatic refunds are issued unless there is an operational failure or breach of service.

3. How to Raise a Complaint

• Email support@thefsservices.com with your booking ID or contract reference.
• Include a brief description of the issue and your contact details.
• We aim to respond within 48 hours and resolve all cases within 7 working days.

4. Escalation Process

If you are not satisfied with the initial resolution:

• Email escalation@thefsservices.com with “Complaint Escalation” in the subject.
• Your case will be reviewed by senior management.

5. Legal Jurisdiction

All complaints and refund claims are governed by the laws of Portugal and fall under the jurisdiction of Lisbon’s civil courts.