Consumer information

Right of withdrawal

Withdrawal notice and model withdrawal form for consumers using MilesMarket's services.

1. Scope of this notice

This cancellation notice applies to consumers — individuals acting mainly for purposes outside their trade, business, craft or profession.
It relates to the contract for the use of MilesMarket's intermediary services (registration, provision of the marketplace, payment and protected payment handling).
For contracts between buyer and seller: MilesMarket is not a contracting party. Any right of withdrawal against a commercial seller is governed by that seller's own information. Where the seller acts as a private individual (consumer), no statutory right of withdrawal applies.

You have the right to withdraw from this contract within fourteen days without giving any reason.
The withdrawal period is fourteen days from the day the contract was concluded.
To exercise your right of withdrawal, you must inform us by means of a clear statement (e.g. a letter sent by post or an email) of your decision to withdraw from this contract:
Milesmarket Ltd Suite RA01 195-197 Wood Street London E17 3NU United Kingdom Company No. 17488924 Email: support@milesmarket.de
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

If you withdraw from this contract, we shall reimburse all payments received from you without undue delay and at the latest within fourteen days from the day on which we receive notification of your withdrawal.
We will use the same means of payment as you used for the initial transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees as a result of this reimbursement.
If you requested that the services begin during the withdrawal period, you shall pay us a reasonable amount corresponding to the proportion of services already provided up to the point of withdrawal compared with the total scope of the contract.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the cancellation right for a service may expire once we have fully performed it after your express request and acknowledgement that the right will be lost.
For digital content not supplied on a tangible medium — including miles, points, vouchers or reward balances — the cancellation right may expire once supply begins with your express consent and acknowledgement that the right will be lost.
In practice: once an order has been paid and the transfer of miles or points has been initiated, withdrawal is generally excluded. Problems with a transaction are handled through our Resolution Center instead.

Award ticket: once the seller has issued the reward ticket in your name, the digital service has been performed and withdrawal towards the platform is excluded. Rebooking and cancellation rules follow the fare conditions of the operating airline.
Pool / connection required: as long as the program connection between buyer and seller has not been established and no miles have moved, no digital service has been performed. If the process stalls or deadlines are missed, the protected payment is refunded in full automatically.
Direct transfer: performance is complete once the miles arrive in your account, and withdrawal is excluded from that point. Until then the purchase price stays held as a protected payment and is refunded in full if the seller does not deliver.
In all cases the total price shown on the listing, including taxes and fees, is binding. You never have to pay top-up demands — report them through the Resolution Center.

If you wish to withdraw from the contract, you may fill in this form and return it to us. Use of the form is optional.
To: Milesmarket Ltd Suite RA01 195-197 Wood Street London E17 3NU United Kingdom Company No. 17488924 Email: support@milesmarket.de
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following service (*): — Ordered on (*) / received on (*): — Name of consumer(s): — Address of consumer(s): — Order or customer number (if available): — Signature of consumer(s) (only if this form is notified on paper): — Date: (*) Delete as appropriate.

The European Commission provided an online dispute resolution (ODR) platform until 20 July 2025. That platform has been discontinued.
We are neither obliged nor generally willing to participate in dispute resolution proceedings before a consumer arbitration board. Independently of this, our internal Resolution Center is available to you.