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Right of Withdrawal

EU/EEA and UK consumers · Last updated: 18 April 2026

Plain-language summary. If you are a consumer in the EU, EEA, or UK, you normally have 14 days to cancel a distance contract for services. For Holdy's Buyer Protection Service, that right ends as soon as the service has been fully performed, because we start holding your funds and making the dispute workflow available to you the moment you pay. If we haven't finished performance yet, you can still withdraw, we will refund you minus a proportional amount for what we already did.

1. Who this applies to

1.1. This page concerns the statutory right of withdrawal under Directive 2011/83/EU (as amended by Directive 2023/2673) for consumers in the EEA, and under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 for consumers in the United Kingdom.

1.2. These rights apply only to consumers, meaning natural persons acting for purposes outside their trade, business, craft, or profession. Business Users do not have a statutory right of withdrawal on Holdy.

1.3. This right concerns the contract between you and Holdy for the Buyer Protection Service (payment of the Buyer Protection Fee). It does not concern the contract between Buyer and Seller for the underlying Deal, which is a separate contract governed by its own rules.

2. How long you have to withdraw

2.1. You have 14 days from the date you agree to the Buyer Protection Service (i.e., from the moment you fund a Deal and accept our Terms at checkout) to withdraw, without giving any reason.

2.2. To exercise the right of withdrawal, you must inform us of your decision by an unequivocal statement before the 14-day period expires.

3. Important: immediate performance and loss of the right

3.1. At checkout you expressly request that the Buyer Protection Service begins immediately and you acknowledge that, once the service has been fully performed, you lose your right of withdrawal (Article 16(a) of Directive 2011/83/EU; Regulation 36(1) and Schedule 2 item 10 UK CCRs 2013).

3.2. The Buyer Protection Service is considered fully performed when the funds released by our Payment Processor have been either paid out to the Seller, refunded to you, or otherwise finally disposed of following the close of the dispute window or the conclusion of a dispute.

3.3. If you withdraw before full performance (for example: funds are still held pending delivery, and no dispute has been opened yet), we will refund the Fee proportionally, deducting an amount for the service already supplied (Article 14(3) Directive 2011/83/EU; Regulation 36(4) UK CCRs).

4. Effects of withdrawal

4.1. If you validly withdraw, we will reimburse you all payments received from you for the Buyer Protection Fee, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw.

4.2. Reimbursement will be made using the same means of payment 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 reimbursement.

4.3. If you requested that the service begin during the withdrawal period, you must pay us an amount proportionate to the service provided up to the moment you informed us of your withdrawal.

5. How to withdraw

To withdraw, you must inform us of your decision to withdraw from the contract by an unequivocal statement. You may use any of the following methods:

  • In-product: open the Deal and choose Cancel Buyer Protection (where available).
  • Email: send a message to support@getholdy.com with the subject "Withdrawal from Buyer Protection", including the Deal reference and your account email.
  • Post: WebInstal, Groenvelderweg 16, 1746 EE Dirkshorn, The Netherlands.
  • Model form: you may use the form in Clause 7 below (its use is not mandatory).

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

6. What this right does not cover

  • The underlying contract between Buyer and Seller for the Deliverables (different rules apply, and Holdy is not a party to that contract).
  • Fees already earned where the Buyer Protection Service has been fully performed (see Clause 3).
  • Payment Processor (Stripe) fees already incurred on behalf of the payment.
  • Use by Business Users.

If you are unhappy with the underlying Deal, the appropriate process is to open a dispute in the Holdy app rather than invoking withdrawal. See the Terms of Service, Clauses 9 (Cancellation) and 10 (Disputes).

7. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: WebInstal (trading as Holdy)
Groenvelderweg 16, 1746 EE Dirkshorn, The Netherlands
Email: support@getholdy.com

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

Description of the service:  

Deal reference / order ID:  

Ordered on:  

Received on:  

Name of consumer(s):  

Address of consumer(s):  

Email / account:  

Signature of consumer(s) (only if this form is notified on paper):  

Date:  

(*) Delete as appropriate.

This form reproduces Annex I(B) of Directive 2011/83/EU and is substantively equivalent to Schedule 3 of the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

8. Related links