Refund & Cancellation Policy

This Refund and Cancellation Policy explains your statutory rights under Finnish and European Union consumer protection laws, together with the additional refund and cancellation options provided by EthniHub for purchases made through the platform.

In Short

Most goods and services offered through EthniHub, including prepared food, scheduled service Bookings, and event Tickets, are exempt under Finnish law from the standard 14 day withdrawal right, because they are perishable or tied to a specific date or time. These statutory exemptions do not affect your legal rights if goods or services are defective, not delivered, materially different from their description, or otherwise fail to comply with applicable consumer protection laws. In addition to these statutory protections, EthniHub reviews every Refund Request individually and offers self service cancellation prior to Merchant confirmation of an Order or Booking. Images shown on EthniHub are illustrative and may be AI enhanced. Minor visual differences between an image and the product you receive are not grounds for a Refund, but materially different goods remain covered by your statutory rights (see Section 9).

1. Your Statutory Rights — Standard Withdrawal Right

Finnish law (Kuluttajansuojalaki), implementing the EU Consumer Rights Directive, ordinarily grants consumers a 14 day withdrawal right permitting cancellation of an online purchase without providing a reason. This right does not apply to the majority of purchases made through EthniHub because Finnish law expressly excludes: (i) Goods that are liable to deteriorate or expire rapidly, including prepared food and groceries approaching their expiry date; and (ii) Services or leisure activities, including event Tickets and appointment based Bookings, where the contract specifies a particular date or period of performance. Accordingly, most purchases made through the EthniHub marketplace are not eligible for the standard 14 day withdrawal right.

2. Your Statutory Rights — Conformity Guarantee

Separately from the withdrawal right described above, where goods or services received are defective, materially different from their description, incomplete, or where a customer has been charged twice, the customer is legally entitled to an appropriate remedy, including repair, replacement, price reduction, or a full refund where applicable under Finnish consumer protection legislation. This right applies regardless of the exclusions described above and cannot be limited or excluded by this Policy.

3. How to Submit a Refund Request

To submit a Refund Request, open the relevant Order, Booking, or Ticket within your account and select “Request a Refund.” Select the option that most accurately describes your request: item incorrect or damaged, item not as described, Order not delivered, quality issue, duplicate charge, customer no longer wishes to proceed with the purchase, or other. Provide any relevant information or supporting photographs, where applicable, to assist with the review. If your request concerns how an item compares with its image or description, please say so and attach clear photographs of what you received (see Section 9). EthniHub will notify the customer once the review has been completed; where a Refund Request is approved, no further action is required. Every Refund Request is assigned a reference number in the format RF XXXXXX. Please retain this reference number for future correspondence.

4. Processing Timeline

Refund Requests are generally processed as follows: (1) Refund Request received; (2) Review begins; (3) Decision communicated to the customer; (4) Refund initiated, where approved; (5) Funds returned via the customer’s bank or card issuer.

5. Food & Grocery Orders

Customers may cancel a Food or Grocery Order at no charge, for any reason, provided the Merchant has not yet accepted the Order (status: Pending). Once a Merchant has confirmed an Order, cancellation requests must be submitted through EthniHub Support. Each request is assessed individually based on factors including preparation status, Merchant confirmation, and delivery progress. Where an Order is delivered incorrect, damaged, incomplete, or is not delivered, the customer remains entitled to request a Refund under the statutory conformity rights described above.

6. Service Bookings

The same self service cancellation window applies to Service Bookings: cancellation is available at no charge while the Booking remains Pending. Once a Merchant has confirmed a Booking, the customer must contact the Merchant directly or EthniHub Support. The outcome will depend on the nature of the service, the scheduled date and time, the notice provided, and any applicable Merchant cancellation policy.

7. Event Tickets

Customers may cancel a Ticket at any time before it has been validated or redeemed at the event. Once a Ticket has been validated or redeemed, it may no longer be self cancelled. Customers should contact EthniHub Support if a Ticket was validated in error, or where an event has been cancelled by the organizer.

8. Refund Method

Approved Refunds are returned to the customer’s original payment method. EthniHub does not issue Refunds as store credit unless expressly agreed with the customer or required by applicable law. Once approved, a Refund is typically initiated within one business day. The customer’s bank or card issuer may require an additional 5–10 business days for the Refund to appear on the relevant statement. Partial Refunds may be issued where only part of an Order or Booking is affected.

9. Product Imagery and Minor Variations

Images on EthniHub, including images of dishes, menu items, groceries, products, services, venues, and events, are illustrative representations and may have been enhanced using artificial intelligence tools, as explained in Section 10 of the Terms & Conditions. This Section sets out how Refund Requests about differences between an image and what was received are treated. Minor variations are not eligible for a Refund. A minor variation between an illustrative image and the goods or services you receive does not make them defective, non conforming, or not as described. A Refund Request based only on a minor variation will not be approved. Minor variations include differences in: • colour or shade, lighting, sheen, or the way the item appears on screen compared with in person; • plating, arrangement, garnish, or how a portion is presented, within the normal range for that item; • packaging, container, or presentation; • the shape, size, or appearance of natural or handmade items, which vary from one to the next; • props, backgrounds, or serving suggestions shown in the image, which are not included; and • framing, angle, or styling resulting from cropping, resizing, or enhancement of the image. Material differences are treated differently. This Section does not limit Section 2. A Refund Request will be reviewed in the normal way where what you received is materially different from its written description or from the image, for example: • the wrong item, variety, flavour, or product type; • a missing item or component; • a materially smaller quantity, size, or portion than described; • an ingredient or allergen that the listing did not disclose, or a listed ingredient that is absent; • an item that is spoiled, damaged, or unfit for consumption; or • a service that is materially different from its description. How we assess these requests. We compare what you received first against the Merchant’s written description (the name, ingredients, quantity, size, and price tier of the item) and then against the image, which is an illustration. We consider whether the difference affects the substance, quantity, ingredients, safety, function, or value of the item to a degree that a reasonable customer would regard as significant. We take into account your photographs and the Merchant’s response. Where the image and the written description conflict, the written description applies. Reporting a difference. Please submit your Refund Request as soon as possible and, for food and grocery Orders, ideally within 24 hours of delivery. Select “item not as described,” and attach clear photographs of what you received, including the packaging or receipt where helpful. If your request is not approved. Where a Refund Request relates only to a minor variation, we will tell you that this is the reason and refer you to this Section. You may reply with additional information and we will review it. This does not affect your statutory rights or your right to make a complaint under Section 20 of the Terms & Conditions.

10. Situations That Generally Do Not Qualify for a Refund

Although every Refund Request is reviewed individually, Refunds will generally not be approved in the following situations: a Ticket that has already been validated or redeemed at the event; a no show at a confirmed Booking without prior cancellation; an Order or service delivered as described, with no quality issue, where the self service cancellation window has passed; or a minor variation between an illustrative image, including an AI enhanced image, and the goods or services received, as described in Section 9.

11. Fraudulent or Abusive Refund Requests

EthniHub reserves the right to decline Refund Requests where there is evidence of fraud, abuse of the Refund process, repeated unfounded claims, or other conduct that violates EthniHub’s Terms of Service. Any such decision will not affect a customer’s statutory consumer rights.

12. Merchant Responsibility

Merchants remain responsible for ensuring that the products and services listed on EthniHub comply with applicable laws and accurately reflect their descriptions. This includes ensuring that the images they supply or approve fairly represent what they sell and are not used to mislead customers. Where appropriate, EthniHub may assist in coordinating the resolution of disputes between customers and Merchants.

13. Force Majeure

Refund eligibility may differ where goods or services cannot be provided due to events outside the reasonable control of EthniHub, Merchants, or event organizers, including natural disasters, governmental restrictions, strikes, or other force majeure events.

14. Contact

Questions regarding a specific Refund Request may be directed to EthniHub Support at support@ethnihub.fi. EthniHub aims to respond to Refund Requests within 3 business days. Complex cases may require additional review.

Last updated: July 27, 2026

EthniHub Oy · Business ID 3477743-2 · Rosendalinkuja 7 B 60, 01520 Vantaa, Finland