Last updated: June 15, 2024
1. Introduction
This Refund Policy (hereinafter - "Policy") defines the conditions and procedure for refunding payments for hotel bookings made through the "Mountain Hotel Booking" website (hereinafter - "Website", "we", "us"). The purpose of this Policy is to ensure transparent and fair refund conditions for our customers.
Please read this Policy carefully before making a booking through the Website. By making a booking, you agree to the terms of this Policy.
2. General Provisions
It is important to understand that "Mountain Hotel Booking" acts as an intermediary between you (the customer) and hotels (service providers). Each hotel has its own cancellation and refund policy, which may vary depending on:
- Room type
- Season
- Special offers and rates
- Time remaining until the planned check-in date
The specific cancellation and refund conditions are always indicated on the booking page before confirming your order. These conditions are also included in your booking confirmation, which is sent by email.
3. Booking Types and Refund Conditions
Our website offers different types of bookings with different refund conditions:
3.1. Bookings with Free Cancellation
For this type of booking:
- You can cancel the booking without penalties until a certain date (usually 24-72 hours before the planned check-in date, depending on the hotel's policy).
- After the free cancellation period expires, penalties determined by the hotel apply.
- A full refund is provided if cancellation occurs within the allowed period.
3.2. Non-Refundable Bookings
For this type of booking:
- Such bookings are usually offered at a discounted price.
- Payment is charged in full at the time of booking.
- No refund is provided even if cancelled before the check-in date.
- In exceptional cases (see Section 5), a partial refund may be considered.
3.3. Bookings with Partial Refund
For this type of booking:
- When cancelling within a certain period before check-in (e.g., 7-14 days), a partial cancellation fee may apply (e.g., the cost of the first night or a certain percentage of the total amount).
- When cancelling closer to the check-in date (e.g., less than 7 days), a full cancellation fee may apply.
4. Cancellation and Refund Procedure
4.1. How to Cancel a Booking
You can cancel a booking in one of the following ways:
- Through your account on the Website: Log in to your account, find the relevant booking, and click the "Cancel" button.
- By email: Send a cancellation request to cancellations@hotelbooking.com, indicating the booking number and reason for cancellation.
- By phone: Call our customer service center at +380990572141 (open from 9:00 to 18:00 Kyiv time).
4.2. Information Required for Cancellation
When cancelling a booking, please provide the following information:
- Booking number
- Name of the person for whom the booking was made
- Check-in and check-out dates
- Reason for cancellation (optional, but may be useful for processing exceptions)
4.3. Refund Processing Time
After confirming the booking cancellation, the refund processing time depends on the payment method:
- Credit/debit card: Refunds are usually processed within 5-10 business days. Funds may appear in your account within 5-30 days after processing, depending on your bank's policy.
- Bank transfer: Refunds are usually processed within 7-14 business days.
- Electronic wallets (PayPal, etc.): Refunds are usually processed within 3-7 business days.
Please note that we are not responsible for delays in refund processing by your bank or payment system.
5. Exceptional Circumstances
In certain exceptional circumstances, we may consider a refund even for non-refundable bookings or for bookings that have already passed the free cancellation period. Such circumstances may include:
5.1. Force Majeure
- Natural disasters (earthquakes, floods, forest fires, etc.) in the hotel region or your current location
- Epidemics or pandemics leading to official travel restrictions
- Political unrest, military actions, or terrorist acts
- Serious transportation disruptions (e.g., strikes leading to flight cancellations)
5.2. Personal Emergencies
- Serious illness or injury of the customer or a close family member (requires medical confirmation)
- Death of the customer or a close family member
- Other serious unforeseen circumstances that make travel impossible
5.3. Hotel-Related Issues
- Substantial changes in hotel services after booking (e.g., closure of pool, restaurant, spa center)
- Overbooking by the hotel
- Hotel closure
In case of exceptional circumstances, you need to notify us as soon as possible and provide relevant supporting documents. Each case is considered individually, and decisions are made at the discretion of our company and/or the hotel.
6. Partial Cancellations and Booking Changes
6.1. Shortening the Stay
If you wish to shorten your stay (i.e., check out earlier than the planned date), the following rules apply:
- For bookings with free cancellation: a refund for unused nights may be possible if changes are made within the free cancellation period.
- For non-refundable bookings: a refund for unused nights is usually not provided.
6.2. Changing Booking Dates
If you wish to change the dates of your stay:
- For bookings with free cancellation: changes are possible within the free cancellation period, subject to room availability on the new dates.
- For non-refundable bookings: date changes are usually not provided, but in some cases, the hotel may allow rescheduling the booking to other dates (for an additional fee).
6.3. Changing the Number of Guests
If you wish to change the number of guests:
- Reducing the number of guests usually does not lead to a refund if the room type remains the same.
- Increasing the number of guests may lead to additional costs, depending on the hotel's policy.
7. Fees and Administrative Charges
In some cases, administrative fees may apply when processing refunds:
- Administrative fee for processing refunds: up to 5% of the refund amount, but not less than $5.
- Currency conversion fees: if your payment was made in one currency and the refund is processed in another, currency conversion fees may apply.
- Bank fees: your bank may charge additional fees for processing refunds.
These fees are deducted from the refund amount.
8. Disclaimer
"Mountain Hotel Booking" is not responsible for:
- A hotel's refusal to accept cancellation or refund according to their policy.
- Non-use of hotel services for reasons not covered by this Policy.
- Any additional costs incurred by the customer as a result of booking cancellation (e.g., costs for alternative accommodation, transportation, etc.).
- Delays in refund processing by banks or payment systems.
9. Travel Insurance
We strongly recommend that all customers obtain travel insurance that can cover expenses in case of cancellation due to personal circumstances such as illness or other unforeseen situations. Travel insurance can help you recover expenses that are not refundable according to our Policy.
10. Contacts for Refund Inquiries
If you have questions about refunds or believe your case deserves special consideration, please contact our customer support service:
We will review your request and provide a response within 5 business days.
11. Changes to the Refund Policy
We reserve the right to make changes to this Policy at any time. Changes take effect from the moment the updated version is published on the Website. We recommend regularly checking this page to familiarize yourself with the current version of the Policy.
Please note that the version of the Policy that was in effect at the time of booking applies to your booking.
12. Final Provisions
This Policy is governed by the laws of Ukraine. Any disputes arising in connection with this Policy shall be resolved in the courts of Ukraine in accordance with current legislation.
If any provision of this Policy is found to be invalid or unenforceable, this does not affect the validity of other provisions.
Thank you for your understanding and cooperation. We value your choice of our service and make every effort to ensure fair and transparent conditions for all our customers.
