Refund Policy

1. Who this applies to

This refund policy applies to purchases made on The Dutch Guests Connect, a service operated by Getting Market (trading as The Dutch Guests), Den Helder, the Netherlands, KVK 96364335.

Payments are processed directly by us through Stripe. There is no middleman: we issue approved refunds ourselves, back to the original payment method.

2. What you are paying for

Paid features on the Platform — in particular, unlocking your matches and sending introduction requests — deliver a digital service that starts at the moment of unlock. By starting a paid unlock, you expressly consent to immediate performance of the digital service and acknowledge that this consumes your statutory right of withdrawal under Dutch and EU consumer law where such right would otherwise apply.

3. 60 day first yes guarantee (full unlock)

First yes within 60 days of unlocking, or your €99 back. If you pay for the full match unlock (€99) and no travel organisation accepts one of your introduction requests within 60 days of unlocking, you get a full refund of the €99.

The guarantee applies when all of the following hold:

• Your property profile was complete and published before you unlocked.
• At least 5 introduction requests were sent within the first 30 days after unlocking.
• You claim within 14 days after the 60 day window ends.

You claim from your match search page: once the window has ended without a yes, a Claim refund button appears there. Your claim is reviewed by our team and, once approved, the refund is issued through Stripe to the original payment method. The guarantee applies to the full €99 unlock only, not to the €29 Starter.

4. 45 day window for faults

Independently of the guarantee above, you may request a refund within 45 days of your order date if the Platform failed to deliver the paid feature due to a fault on our side. Concretely, we consider refunds in the following cases:

• A payment was charged but no corresponding paid feature was activated on your account (for example, a matches unlock was paid for but the potential matches were never revealed to you due to a technical failure).
• A duplicate charge was made in error.
• A charge was made on your card without your authorisation and this can be confirmed.

5. What is not refundable

This section applies to situations outside the 60 day guarantee in section 3. Because the paid feature is performed the moment your matches are revealed, refunds are generally not available in the following situations. This is a deliberately narrow policy — we don’t refund commercial outcomes we can’t control:

• The counterpart did not reply, replied slowly, or lost interest.
• A commercial deal was not reached, was not profitable, or fell through after the introduction.
• You changed your mind after your matches were revealed to you, or decided not to pursue the conversation.
• The counterpart turned out not to fit your commercial expectations.
• You created an account, match search, or activation and later decided not to use the Platform, but the paid feature you were charged for was delivered as described.
• Fault based requests made more than 45 days after the order date.

Where the conditions in section 3 are met, the 60 day guarantee always applies, regardless of this section.

6. How to request a refund

For the 60 day guarantee, use the Claim refund button on your match search page once it appears. For any other request, email us at support@thedutchguests.nl with the order reference and a short description of what went wrong.

Where a request meets the conditions in section 3 or 4, we will approve the refund and Stripe will return the amount to the original payment method. Depending on your bank, it can take up to 10 business days to appear on your statement.

7. Chargebacks

Please contact us before initiating a chargeback — most issues are resolved faster by email. Fraudulent chargebacks may result in suspension of your account.

8. Changes

We may update this policy from time to time. The version that applies to a given order is the version in force on the day of that order.

9. Contact

Questions? Email support@thedutchguests.nl.