1. Cancellation Eligibility
Guests must submit their cancellation request at least 7 full days before the scheduled arrival date to be eligible for a refund.
For example, if the scheduled arrival date is 10 August, the cancellation request must be received on or before 2 August.
2. Late Cancellations
Cancellations made within 7 days of the scheduled arrival date will not be eligible for a refund. In such cases, the amount paid for the booking will be forfeited.
3. Refund Processing
Once a cancellation is reviewed and approved, the eligible refund will be credited to the original payment method used at the time of booking.
Refunds will be processed within 15 bank working days from the date of approval. Bank working days exclude Saturdays, Sundays, public holidays and bank holidays.
The actual time taken for the refunded amount to appear in the guest's account may vary depending on the bank, card provider or payment service provider.
4. Cancellation Request
All cancellation requests must be submitted through the official contact details provided on the website. Guests should include the following information:
- Booking reference or confirmation number
- Name of the person who made the booking
- Registered phone number or email address
- Scheduled arrival date
- Reason for cancellation
A cancellation will be considered valid only after the request has been received and acknowledged by our team.
5. Refund Delays
We will make reasonable efforts to process approved refunds within the stated period. However, delays caused by banks, payment gateways, public holidays, technical issues or circumstances beyond our reasonable control may affect the final credit timeline.
Guests may contact our support team if the refund is not received after the applicable processing period.
6. Exceptional Circumstances
Cancellation requests arising from emergencies, natural disasters, government restrictions or other exceptional circumstances may be reviewed on a case-by-case basis.
Approval of such requests will remain subject to management discretion and the terms applicable to the booking.
7. Policy Acceptance
By completing a booking and making payment, the guest confirms that they have read, understood and agreed to this Cancellation and Refund Policy.
We reserve the right to update or modify this policy when required. The policy applicable on the date the booking was confirmed will generally govern that booking.