We want you to be happy with your House of Chill order. This policy explains when and how you can get your money back. It sits alongside our Terms and Conditions.
How you pay
Orders are paid in full by card at checkout, processed securely by Stripe. We no longer take deposits or payment in cash on delivery, so any refund due is returned to the card you paid with.
Our cancellation policy
Because our machines and stock are reserved for your date, the standard 14-day cooling-off period for online orders does not apply — under Spanish and EU consumer law it does not cover equipment hire, services supplied on a specific date, or perishable goods. The following applies instead, calculated from the start of your rental slot:
- More than 7 days before: full refund of everything you have paid.
- Between 3 and 7 days before: 50% refund.
- Less than 72 hours before: no refund.
To cancel, email chill@houseofchill.club with your order number, or message us on WhatsApp. Changes to your date, rental slot or order contents are free where we can accommodate them — ask us before cancelling, as we can usually move things around.
If we cancel
If we cancel your booking for any reason within our control, you get a full refund. If something outside our reasonable control prevents delivery — severe weather, road closures, power failure — we will refund you for everything we were unable to deliver.
Faulty or damaged equipment
If your frozen cocktail machine or any equipment arrives faulty or damaged, tell our driver immediately or email us within 24 hours of delivery, with photos where possible. We will repair it, replace it, or refund the affected part of your order depending on the issue. Please do not attempt to repair the equipment yourself.
Consumables
For hygiene and safety reasons we cannot accept returns of opened drinks, mixers or ice. Sealed, unopened bottles and cases can be returned at the time of machine collection and refunded, provided they are undamaged and have not been chilled and re-warmed. If anything arrives damaged, incorrect or past its date, tell us within 24 hours and we will replace it or refund it.
How refunds are paid
Approved refunds are returned to the original payment card. Stripe processes these immediately, but your bank typically takes 5 to 10 working days to show the money in your account. We will confirm by email once the refund has been issued.
Questions or complaints
Email chill@houseofchill.club and we will respond as quickly as we can. Nothing in this policy affects your statutory rights as a consumer under Spanish law.
Last updated: 19 July 2026