Withdrawal Policy (Experience Vouchers)

Last updated: 2026-07-12 · Version: 1.1

1. When a right of withdrawal exists

Whether or not a right of withdrawal exists depends decisively on whether a specific date or period for the experience service is already agreed at the time of booking.

The decisive provision is § 312g Abs. 2 Nr. 9 BGB (German Civil Code; implementing Art. 16 lit. l of the Consumer Rights Directive 2011/83/EU): the right of withdrawal is excluded for "contracts for the provision of services related to leisure activities if the contract provides for a specific date or period of performance". Confirmed for scheduled leisure/event services by BGH, judgment of 13.07.2022 – VIII ZR 317/21 (German Federal Court of Justice) and CJEU, judgment of 31.03.2022 – C-96/21.

This results in two product classes:

Characteristic	Class A — Dated experience / dated voucher	Class B — Undated voucher (date open, redeemable within the three-year validity period)
Date at time of booking	Fixed date or period already selected	No fixed date; redemption later, freely selectable within the validity period
Example	"Boat trip on 14.08.2026, 10:00 a.m."; "Tasting in the time window 12.–14.09."	"Voucher for a boat trip, redeemable within the three-year validity period"
Right of withdrawal	Excluded (§ 312g Abs. 2 Nr. 9 BGB)	Exists (14 days, § 312g Abs. 1 in conjunction with § 355 BGB)
Mandatory information	Notice of the non-existence of the right (Art. 246a § 1 Abs. 3 EGBGB — Introductory Act to the German Civil Code)	Full withdrawal instructions + model withdrawal form + notice of electronic withdrawal (withdrawal button, § 356a BGB)

Rule of thumb for distinguishing the classes: A validity period alone (e.g. "redeemable until 31.12." or a multi-year validity period) does not make a voucher a "dated" one within the meaning of the exception. The exception applies only if the contract already provides for a specific date or period of performance. The decisive point in time for the assessment is the conclusion of the contract (= purchase).

Note: The platform currently offers Class B exclusively (undated vouchers with a right of withdrawal).

2. Dated experiences — no statutory right of withdrawal

For offers with a date/period bindingly selected at the time of booking, no statutory right of withdrawal exists. The customer must be informed of this clearly and comprehensibly before submitting their contractual declaration (Art. 246a § 1 Abs. 3 Nr. 1 EGBGB).

For such offers, the non-existence of the right of withdrawal is pointed out clearly before the order is placed:

No right of withdrawal for scheduled experiences This offer is a service related to a leisure activity for which a specific date or period is agreed. Under § 312g Abs. 2 Nr. 9 BGB, no right of withdrawal exists for such contracts. By making your booking you are not waiving a right of withdrawal — no such right exists by law for scheduled leisure services. Your rights in the event of defective performance or non-performance, as well as the supplier's cancellation conditions, remain unaffected (see Section 6).

Important — goodwill ≠ withdrawal: Any voluntary cancellation option (e.g. free cancellation up to 24 h before the date) is voluntary goodwill on the part of the supplier/platform, not a statutory withdrawal. It is clearly labelled as "free cancellation"/"rebooking" and not as "withdrawal".

3. Undated vouchers — withdrawal instructions

If no specific date of performance exists at the time of purchase, the leisure exception does not apply; a 14-day right of withdrawal exists (§ 312g Abs. 1 in conjunction with § 355 BGB). The instructions on that right are set out below.

The following text follows the statutory model (Annex 1 to Art. 246a § 1 Abs. 2 Satz 1 Nr. 1 EGBGB) and is adapted to the intermediary/supplier constellation. It also contains the notice of the electronic withdrawal button (§ 356a BGB) provided for under the new completion instruction 3 to Annex 1 (to Art. 246a § 1 Abs. 2 S. 2 EGBGB). The instruction text itself follows the statutory wording. Conclusion of the contract within the meaning of the instructions is the purchase of the voucher.

Note: The addressee of the withdrawal is the respective supplier as your contracting party. mallorca.com (MenzeMedia.de GmbH) receives declarations of withdrawal as a receiving agent in the name and for the account of the supplier. The full company name and address of your supplier are set out in your booking confirmation and on your voucher; you may also declare your withdrawal directly to the supplier. A declaration made to mallorca.com is sufficient to meet the deadline.

Withdrawal instructions

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right of withdrawal, you must inform us

MenzeMedia.de GmbH, Am Wunderhügel 27, 58644 Iserlohn, Germany Telephone: +49 171 2875816 · Email: support@mallorca.com — acting in the name and for the account of the respective supplier —

of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory. You can also declare your withdrawal electronically via the withdrawal button ("Withdraw from contract") on mallorca.com. If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by email) without delay.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

Special notice regarding early redemption (compensation for value / expiry)

If you requested to begin the performance of the service (redemption of the voucher/use of the experience) during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract.

Your right of withdrawal expires in the case of a contract for the provision of services if the supplier has performed the service in full and only began performance after you gave your express consent and at the same time confirmed your knowledge that you lose your right of withdrawal upon full performance of the contract (§ 356 Abs. 4 BGB). In practical terms this means: if you redeem the voucher within the 14-day period, the right of withdrawal expires upon full performance of the service only if you have previously expressly consented and confirmed the aforementioned knowledge.

— End of the withdrawal instructions —

Explanatory note (not part of the instruction text): The reimbursement is technically processed by mallorca.com (MenzeMedia.de GmbH) as the supplier's payment/collection agent via Stripe. Since the supplier is only paid out upon redemption of the service and at the earliest after expiry of the withdrawal period (see Section 5), in the event of withdrawal the funds are regularly still held in custody by the payment agent, so that the refund is made without recovering funds from the supplier.

Explanatory note (not part of the instruction text): An experience voucher is generally redeemed through a single, indivisible service (participation in the experience = full performance). The compensation for value under § 357a Abs. 2 BGB for "partially performed" services is therefore practically relevant only if, exceptionally, a divisible or multi-part service is involved. In the standard case, where the voucher is redeemed within the period, § 356 Abs. 4 BGB applies (expiry upon full performance after express consent + confirmation of knowledge).

4. Model withdrawal form

(In accordance with Annex 2 to Art. 246a § 1 Abs. 2 Satz 1 Nr. 1 EGBGB. Complete and return this form only if you wish to withdraw from the contract.)

To MenzeMedia.de GmbH, Am Wunderhügel 27, 58644 Iserlohn, Germany · Email: support@mallorca.com — acting in the name and for the account of the respective supplier —

I/We () hereby give notice that I/We () withdraw from my/our () contract concluded for the purchase of the following voucher / for the provision of the following service ():

– Description of the experience / voucher no. / order no.: ____________________ – Ordered on () / received on (): ____________________ – Name of consumer(s): ____________________ – Address of consumer(s): ____________________ – Signature of consumer(s) (only if this form is notified on paper): ____________________ – Date: ____________________

(*) Delete as appropriate.

5. Voucher validity (three years from the end of the year of purchase) & payout to the supplier

5.1 Validity period — no unlimited validity. Each undated voucher (Class B) is redeemable for a period clearly stated in advance: three years, calculated from the end of the calendar year in which the voucher was purchased (in accordance with the voucher terms and the standard limitation period, §§ 195, 199 BGB). Validity unlimited in time is not offered.

The validity period is modelled on the standard limitation period under § 195 BGB (3 years).
The voucher confers no right to cash payout of its value; it can only be redeemed on the platform or with the respective supplier.
The validity period is purely a redemption/validity period and does not constitute a "dated" experience within the meaning of § 312g Abs. 2 Nr. 9 BGB (see rule of thumb in Section 1). The 14-day right of withdrawal of Class B remains unaffected by it.

5.2 Payout to the supplier — upon redemption and at the earliest after expiry of the withdrawal period. The supplier is paid out upon redemption of the service on site; the trigger is the scan of the QR code at the supplier's premises, which documents the performance of the service. For undated vouchers (Class B), the payout is additionally made at the earliest after expiry of the 14-day withdrawal period — the funds are therefore held until the later of the two points in time (redemption or end of the period).

There is no holding/payout period tied to the mere date of purchase; the payout anchor is the performance of the service. Principle: no payment for a service not yet performed.
Even if the voucher is redeemed within the withdrawal period and the right of withdrawal expires under § 356 Abs. 4 BGB upon full performance of the service, no immediate payout is made within the period; the funds are held until the expiry of the 14-day period.
Until payout, mallorca.com (MenzeMedia.de GmbH) holds the purchase price in custody as commercial agent in the name and for the account of the supplier via Stripe. Upon successful payment to mallorca.com, the customer has discharged their payment obligation towards the supplier with debt-discharging effect.
Consequence for refunds: Since no funds have yet flowed to the supplier before payout, refunds in the event of withdrawal (Class B) and of voluntary cancellation can be processed without recovering funds from the supplier; this reduces the default risk and speeds up repayment within the 14-day period (Section 3).

6. Cancellation conditions, warranty & liability (distinction from withdrawal)

6.1 Separation of withdrawal and cancellation. Withdrawal (Class B) and voluntary cancellation/rebooking (both classes) are presented and named separately. Voluntary cancellations are nowhere referred to as "withdrawal".

6.2 Platform default cancellation rule. As the platform-side default, the following applies to dated experiences (Class A):

Free cancellation where the cancellation is made more than 24 hours before the date (full refund);
in the event of cancellation within 24 hours before the date or in the event of no-show, no entitlement to a refund.
The supplier's conditions take precedence insofar as they are more favourable to the customer; in the event of conflict, the more consumer-friendly rule applies. The supplier may set more generous, but not stricter, conditions than those determined here as the default.
For undated vouchers (Class B), a cancellation in the classic sense is unnecessary as long as the voucher has not been redeemed; until redemption, the voucher remains usable within the validity period (Section 5.1) or transferable in accordance with the terms and conditions. The statutory right of withdrawal (Section 3) remains unaffected.

6.3 Cancellation by the supplier / force majeure. If the supplier cancels the experience or is unable to perform for reasons of force majeure, the booking price paid is refunded (processed via Stripe). Further claims for damages must be directed against the supplier as the party owing the service.

6.4 Warranty. Warranty claims and claims for damages in the event of non-performance or defective performance are to be directed against the supplier as the party owing the service and remain unaffected by the withdrawal framework. As an intermediary, mallorca.com is not responsible for acts, errors or omissions of the supplier.

6.5 Liability of the platform. The liability of mallorca.com (MenzeMedia.de GmbH) is limited to the typically foreseeable damage arising from the negligent breach of a material contractual obligation (cardinal obligation). Liability remains unlimited for intent and gross negligence, for damage arising from injury to life, body or health, under the German Product Liability Act and to the extent of mandatory consumer rights. This liability rule concerns the intermediation service of mallorca.com; for the experience service itself, the supplier is liable (Section 6.4).

6.6 Intermediary disclosure & mandatory marketplace information. The intermediary role of mallorca.com is clearly disclosed on the homepage and in the booking process in order to avoid liability based on legal appearance. The mandatory information for online marketplaces under § 312l BGB / Art. 246d EGBGB (including the notice that the contract is concluded with the supplier, and whether the supplier is a trader) is implemented in the booking flow.

6.7 Supplier identity & legal notice details.

Full name + address for service of process for all commercial suppliers. For every commercial supplier — including sole traders/autónomos — the full name and an address for service of process are collected and displayed in the offer (supplier identity under § 5 Abs. 1 Nr. 1 DDG (German Digital Services Act) [formerly § 5 TMG] as well as mandatory marketplace information under § 312l BGB / Art. 246d EGBGB).
The supplier's VAT ID number is not collected/displayed. The indication of the VAT identification number is owed under § 5 Abs. 1 Nr. 6 DDG only "where available". Spanish autónomos regularly do not have a NIF-IVA/VAT ID number; it is therefore not displayed where none exists.
VAT ID number of the platform. The VAT ID number of the operating company — DE265536437 (MenzeMedia.de GmbH) — is stated in the legal notice (Impressum) and in the terms and conditions of the platform (§ 5 Abs. 1 Nr. 6 DDG).