Refund Policy

Introduction

At Velvet Palmss, we understand that travel plans can change unexpectedly. This Refund Policy outlines our cancellation procedures, refund eligibility, and the process for modifying or canceling your reservation. We strive to provide flexible options while maintaining fair policies for all our guests.

This policy applies to all reservations made directly through our website, mobile applications, reservations department, or at our properties. Reservations made through third-party booking platforms may be subject to different cancellation policies as determined by those platforms.

Reservation Cancellations

Standard Bookings

For standard, non-promotional reservations, the following cancellation terms apply:

• Full Refund: Reservations canceled at least 48 hours before the scheduled check-in date will receive a full refund of all charges paid, including room rates, taxes, and fees. Refunds will be processed to the original payment method within 5-7 business days.
• One-Night Charge: Reservations canceled within 48 hours of the scheduled check-in date will be charged the equivalent of one night's accommodation plus applicable taxes and fees. Any amounts paid beyond this charge will be refunded.

Non-Refundable Bookings

Special promotional rates, advance purchase offers, and packages marked as "non-refundable" or "advance purchase" are subject to different terms:

• No Refunds: Non-refundable reservations cannot be canceled or modified. Payment is due at the time of booking, and no refunds will be issued for cancellations, no-shows, or early departures.
• Pre-Payment Required: Full payment is charged immediately upon booking confirmation and is non-refundable under any circumstances.
• Non-Transferable: Non-refundable reservations cannot be transferred to another person or rescheduled to different dates.

Group Bookings

Reservations for 5 or more rooms are considered group bookings and are subject to specific cancellation policies:

• 7 Days or More: Group reservations canceled at least 7 days before the scheduled check-in date will receive a full refund of all amounts paid.
• Within 7 Days: Group reservations canceled within 7 days of the scheduled check-in date will be charged a cancellation fee equivalent to 50% of the total booking amount. The remaining 50% will be refunded.
• Partial Cancellations: If only some rooms within a group booking are canceled, the cancellation policy applies proportionally to the canceled rooms only.

No-Shows

A "no-show" occurs when a guest fails to check in for a confirmed reservation and does not cancel the booking in accordance with our cancellation policy. No-show reservations are subject to the following terms:

• Full Charge: No-show reservations will be charged the full amount of the entire reservation, including all nights booked, applicable taxes, and fees.
• No Refunds: No refunds will be issued for no-show reservations under any circumstances.
• Automatic Cancellation: Failure to check in on the first night will result in automatic cancellation of the remaining nights of your reservation, with no refund provided.

If you know you will be arriving late or cannot make your check-in time, please contact us as soon as possible. We may be able to hold your reservation with advance notice, subject to property policies.

Early Departures

Early departure policies apply when a guest checks out before their scheduled departure date:

• No Refunds: Guests who depart early will not receive refunds for unused nights unless exceptional circumstances apply and approval is granted by management.
• Full Charges Apply: The full amount of the original reservation, including all nights booked, will be charged regardless of early departure.
• Management Discretion: In cases of verified emergencies or extenuating circumstances (such as documented medical emergencies, natural disasters, or other unforeseen events), management may consider issuing a partial refund or credit for future use. Such requests must be made at the time of early departure with appropriate documentation.

Modifications to Reservations

We understand that travel plans may need adjustments. Velvet Palmss offers flexibility for reservation modifications subject to availability and the following conditions:

• Timing: Reservation modifications must be requested at least 48 hours before your scheduled check-in date. Requests made within 48 hours of check-in are subject to the standard cancellation policy.
• Availability: Changes to dates, room types, or property location are subject to availability at the time of the modification request.
• Rate Differences: If your modified reservation has a higher rate than the original booking, you will be charged the difference. If the modified reservation has a lower rate, the original rate will still apply, and no refund will be issued for the difference.
• Non-Refundable Bookings: Modifications are not permitted for non-refundable or advance purchase reservations.
• One-Time Changes: Standard reservations may be modified once without penalty. Subsequent modifications may be subject to administrative fees or cancellation charges.

Special Circumstances and Exceptions

Velvet Palmss recognizes that extraordinary circumstances beyond a guest's control may necessitate cancellation or early departure. We handle such situations on a case-by-case basis with compassion and fairness. Special circumstances may include:

• Medical Emergencies: Documented medical emergencies affecting the guest or immediate family members may qualify for refund consideration. Medical documentation from a licensed healthcare provider is required.
• Natural Disasters: Evacuations, natural disasters, or severe weather events that make travel to our property unsafe or impossible may warrant cancellation fee waivers.
• Government Travel Restrictions: Mandatory travel bans, border closures, or government-imposed restrictions that prevent travel to our location may be considered for refund exceptions.
• Military Deployment: Unexpected military deployment orders may qualify for cancellation fee waivers with appropriate military documentation.
• Jury Duty: Mandatory jury duty summons that conflicts with reservation dates may be considered with official court documentation.

To request consideration under special circumstances, please contact our reservations team as soon as possible with supporting documentation. Decisions are made at management's discretion, and approvals are not guaranteed.

Refund Processing

When a refund is approved, the following processing procedures apply:

• Refund Method: Refunds will be issued to the original payment method used at the time of booking. We cannot process refunds to different payment methods or accounts.
• Processing Time: Approved refunds are typically processed within 5-7 business days from the date of cancellation or approval. Please allow additional time for your financial institution to post the credit to your account.
• Currency: Refunds will be issued in the same currency as the original transaction. Currency conversion fees, if any, are the responsibility of the cardholder.
• Partial Refunds: In cases where partial refunds are issued (such as one-night charges or group booking cancellation fees), the refund amount will reflect the appropriate deductions as outlined in this policy.
• Confirmation: You will receive email confirmation once your refund has been processed. Please retain this confirmation for your records.

How to Request a Refund or Cancellation

To cancel a reservation or request a refund, please contact us through one of the following methods:

Important: Cancellation requests must be made within the timeframes specified in this policy to qualify for refunds. Verbal cancellation requests are not sufficient; please ensure you receive written confirmation of your cancellation via email.

Travel Insurance

We strongly recommend purchasing travel insurance to protect your investment in case of unforeseen circumstances that may require cancellation or early departure. Travel insurance may cover:

• Trip cancellation or interruption due to covered reasons
• Medical emergencies during travel
• Lost or delayed baggage
• Emergency medical evacuation
• Travel delays and missed connections

Velvet Palmss does not sell travel insurance directly, but we can provide information about reputable travel insurance providers. Please consult with your insurance provider to understand coverage terms and conditions.

Disputes and Appeals

If you believe your cancellation or refund request was handled incorrectly or wish to appeal a decision, please contact our Guest Services team:

Please provide your reservation confirmation number, a detailed explanation of your concern, and any relevant supporting documentation. We will review your case and respond within 5-7 business days.

Changes to This Refund Policy

Velvet Palmss reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of your booking will apply to your reservation. We encourage you to review this policy before making a reservation and to retain a copy for your records.

Additional Information

This Refund Policy is subject to the terms and conditions outlined in our Terms of Use. For information about how we handle your personal data, please refer to our Privacy Policy.

We appreciate your understanding and cooperation in adhering to these policies, which help us maintain fair and consistent service for all our valued guests.

Contact Us

If you have questions about this Refund Policy or need assistance with a cancellation or refund request, please don't hesitate to contact us:

Our team is committed to providing exceptional service and will work with you to find the best solution for your situation.