Refund Policy 

1. Introduction

This Refund Policy governs the conditions applicable to purchases made through Jengo.

2. Nature of the Purchase

Online purchases constitute a right to consume a product or service at the merchant’s venue within the same reference day.

The purchase can be used until the merchant’s closing time on that day, including hours after midnight if part of the same service period.

For time-restricted offers, the purchase must be used within the indicated time slot.

3. Eligibility for Refund

Users may request a refund only in the following cases:

• failure by the merchant to provide the product/service;
• objective impossibility to use the service (e.g. venue closed);
• technical error attributable to the Platform.

4. Request Deadline

Refund requests must be submitted within 24 hours of purchase and in any case no later than the reference day, except in duly documented exceptional cases.

5. Exclusions

Refunds are not granted in the following cases:

• failure to show up at the venue (no-show);
• user delay;
• change of mind;
• products already consumed or collected;
• failure to use within the validity period or outside the specified time slot.

6. Refund Method

Approved refunds will be issued as Jengo credit.

Such credit:

• is not convertible into cash;
• is non-transferable;
• may have an expiration date.

Jengo credit does not constitute a monetary refund of the original payment.

Refunds will be processed within 14 working days.

7. On-site Payments

For merchants requiring on-site payment:

• Jengo does not process the transaction;
• refund requests must be addressed directly to the merchant.

8. Cashback and Promotions

• not convertible into cash;
• subject to specific conditions;
• revocable in case of misuse.

9. Merchant Responsibility

Merchants are responsible for:

• product quality;
• preparation;
• issuance of receipts.

Jengo acts solely as an intermediary platform.

10. Data Protection

Personal data is processed only for handling requests and legal obligations, in compliance with GDPR.

11. Contact

Email: hello@jengolive.com
Website: jengolive.com

12. Changes to Policy

Jengo reserves the right to modify this Policy.
Changes become effective upon publication.