1. Introduction
At Calvaya, we are committed to delivering a seamless and luxurious hotel booking experience. We understand that travel plans may change, and we aim to offer a transparent and fair refund policy. Please review the terms below regarding cancellations and refunds.
2. Cancellation Terms
- Cancellations made 72 hours or more before arrival:
Clients will receive a 70% refund of the total amount paid. A 30% non-refundable fee will be retained to cover administrative costs and coordination with our hotel partners.
- Cancellations made less than 72 hours before arrival:
No refund will be issued unless exceptional circumstances apply (e.g. force majeure), supported by appropriate documentation.
3. Refund Timeline
Refunds will be processed within 5 to 15 business days from the date of cancellation confirmation. Refunds will be issued via the original payment method (e.g. credit card, bank transfer).
4. Non-Refundable Charges
A 30% setup fee is non-refundable. This covers administrative handling, reservation processing, and partner coordination required to secure your booking.
5. Booking Modifications
Modifications (e.g. change of dates, room type, or hotel) must be requested at least 72 hours prior to arrival. Changes are subject to availability and may incur additional charges. Modifications requested less than 72 hours before arrival may require cancellation and rebooking, subject to applicable fees.
6. Complaints
If you feel the service provided did not meet expectations or differ from the description on our website, you may submit a complaint within 14 days of your stay. We take all feedback seriously and will work to resolve any concerns promptly.
7. Contact
For questions or further information regarding this policy, please contact us at:
8. Policy Updates
Calvaya reserves the right to amend this refund policy at any time. Updates will be published on our website and take effect immediately upon posting. We recommend reviewing this policy periodically.
Summary
- Cancellation ≥ 72 hours before arrival: 70% refund
- Cancellation < 72 hours before arrival: No refund
- Refund timeline: 5–15 business days
- Setup fee: 30% non-refundable
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