Refund policy
CANCELLATION, WITHDRAWAL AND REFUND POLICY
Aetna Real Estate — Italian Turnkey Property Services
1. Nature of the services provided
Aetna Real Estate (hereinafter "Aetna" or "the Company") provides professional services in the property and renovation sector only. This policy governs the right of withdrawal, the cancellation conditions and the refund arrangements applicable to service contracts entered into with the Company.
As no physical products are sold, the provisions relating to the return of goods or to shipping do not apply.
2. Right of withdrawal for consumers (B2C contracts)
Under Italian Legislative Decree 206/2005 (Consumer Code) and Directive 2011/83/EU, a Client who qualifies as a consumer — that is, a natural person acting for purposes outside any business, commercial, craft or professional activity — has the right to withdraw from the service contract within 14 (fourteen) calendar days of the date the contract is concluded, without having to give any reason.
3. Starting the service before the withdrawal period expires
Where the consumer Client expressly requests that performance of the service begin before the 14-day withdrawal period expires, the Client retains the right to withdraw within that period. However, if withdrawal is exercised after work has started, the Client will be required to pay an amount proportionate to the services already performed up to the date of the withdrawal notice, calculated in relation to the total agreed fee.
4. Loss of the right of withdrawal
Under Article 59 of Legislative Decree 206/2005, the right of withdrawal does not apply in the following cases:
- Service contracts fully performed before withdrawal is exercised, where the Client has given prior express consent and acknowledged that the right of withdrawal would be lost once the service was complete;
- Contracts for services whose price depends on market fluctuations beyond the Company's control and liable to occur during the withdrawal period;
- Contracts for urgent works expressly requested by the Client.
5. Cancellations for professional clients (B2B contracts)
Clients entering into contracts with Aetna in the course of their professional or business activity fall outside the scope of consumer legislation on withdrawal. Cancellation and refund conditions for professional clients are governed solely by the terms and conditions set out in the signed service contract between the parties.
6. How to exercise the right of withdrawal
To exercise the right of withdrawal, the Client must notify the Company of their decision by means of an explicit statement, before the 14-day deadline expires, through one of the following channels:
- Email: aetnaservicerealestate@gmail.com
- Registered post with proof of delivery: Via Gaeta 54, 95036 Randazzo Catania, Italy
The notice must contain: the Client's first name and surname, a reference to the contract (number and date), and the date of the withdrawal request. The deadline is met if the notice is sent before the withdrawal period expires.
7. Refunds
Electronic withdrawal function (Directive (EU) 2023/2673)
In accordance with Directive (EU) 2023/2673, applicable from 19 June 2026, Aetna makes available to consumer Clients an electronic withdrawal function accessible:
- directly from their account on the Site, in the section for managing contracts;
- via the link contained in the service contract confirmation email.
The procedure takes place in two steps: in the first, the Client indicates the intention to withdraw; in the second, the Client confirms the withdrawal by providing their first name, surname and the contract details. Once the procedure is complete, Aetna automatically sends the Client written confirmation of the withdrawal by email. The function is accessible without any need to contact customer service and remains available throughout the 14-day withdrawal period.
Where withdrawal is validly exercised within the terms set out in this policy and in the applicable legislation, Aetna will refund any amounts already paid by the Client — less the proportionate value of services already performed, where applicable under Section 3 — within 14 (fourteen) calendar days of receiving the withdrawal notice.
The refund will be issued using the same payment method used for the original transaction, unless otherwise agreed in writing between the parties. The Client will incur no additional cost as a result of the refund.
8. Force majeure and exceptional circumstances
Where performance becomes impossible due to force majeure, extraordinary events or circumstances attributable to third parties or public authorities (including, by way of example, bureaucratic or administrative restrictions and national or local emergencies), Aetna undertakes to inform the Client promptly and to agree alternative solutions or, where this is not possible, to refund the sums already paid on a proportionate basis.
9. Contact
For any request relating to withdrawal, cancellation or refunds, the Client may contact Aetna Real Estate using the following details:
- Email: aetnaservicerealestate@gmail.com
- Address: Via Gaeta 54, 95036 Randazzo (CT)
-
Telephone / WhatsApp: +39 353 304 1860
Every request will receive a reply within 5 (five) working days of receipt.