Cancel & Refund

1. Introduction

At Veloura Living, we aim to make villa enquiries and stay arrangements as clear and convenient as possible. This Cancellation and Refund Policy explains the general conditions that may apply when a guest requests a cancellation, modification, or refund.

Cancellation and refund conditions may differ depending on the selected property, booking arrangement, and terms communicated before confirmation.

2. Property-Specific Cancellation Policy

Each villa may have its own cancellation conditions, refund rules, payment requirements, and modification arrangements.

Guests should carefully review the cancellation policy applicable to their selected property before confirming a booking or making a payment.

Where property-specific terms apply, those terms will govern the relevant cancellation or refund request, subject to applicable law.

3. Cancellation by Guests

Guests who wish to cancel a confirmed booking should contact Veloura Living as soon as possible using the available enquiry or communication channels.

A cancellation request should include the relevant booking details and the reason for contacting our team, where required.

Cancellation requests will be reviewed according to the applicable property policy, booking terms, and confirmation conditions.

4. Refund Eligibility

Whether a guest is eligible for a refund depends on the cancellation conditions applicable to the booking. Refund eligibility may be affected by the timing of the cancellation and the terms agreed upon at booking.

Possible factors may include:

• The cancellation date and time.
• The cancellation policy of the selected villa.
• Payments already made or charges already incurred.
• Any applicable administrative or cancellation charges.
• Special terms communicated before booking confirmation.

No refund should be assumed unless the applicable booking terms confirm eligibility.

5. Non-Refundable Payments

Certain bookings, deposits, promotional offers, or special arrangements may be non-refundable or subject to specific refund restrictions.

Any applicable non-refundable conditions should be communicated or made available during the relevant booking process. Guests are encouraged to review these conditions before making a payment.

6. Refund Processing

Where a refund is approved, the processing timeline may depend on the applicable booking arrangement, payment method, property owner, and financial service provider.

Veloura Living will communicate relevant refund information after reviewing the request and confirming the applicable terms.

The time taken for the refunded amount to appear in the guest's account may vary according to the payment provider or banking institution.

7. Changes to Confirmed Bookings

Requests to change booking dates, guest numbers, property selection, or other reservation details are subject to availability and approval.

Changes may result in revised pricing, additional charges, or cancellation conditions. Guests should contact our team before making travel arrangements based on an unconfirmed change request.

8. Cancellation by the Property or Service Provider

In certain circumstances, a property owner or relevant service provider may need to cancel or modify an arrangement due to operational issues, safety concerns, unforeseen circumstances, or other applicable reasons.

In such cases, the available options will depend on the booking terms, the circumstances involved, and arrangements agreed upon by the relevant parties.

Guests should contact Veloura Living for information regarding the available next steps.

9. No-Show and Early Departure

If a guest does not arrive for a confirmed booking or leaves the property earlier than the agreed stay period, refund eligibility will depend on the applicable property and booking conditions.

Guests should review the relevant terms before confirming their reservation.

10. Exceptional Circumstances

Cancellation or refund requests arising from unexpected events, travel interruptions, emergencies, or other exceptional circumstances will be reviewed according to the applicable booking terms and relevant legal requirements.

Supporting information may be requested where it is reasonably necessary to assess a particular request.

11. How to Request a Cancellation or Refund

To submit a cancellation or refund request, contact the Veloura Living team using the available contact details or enquiry channels.

Please include the following information where available:

• Guest name and contact details.
• Booking or enquiry reference, if available.
• Property name and scheduled stay dates.
• Details of the cancellation or refund request.
• Relevant supporting documents, if required.

12. Policy Updates

Veloura Living may revise or update this Cancellation and Refund Policy when necessary to reflect changes in our services, booking arrangements, or applicable requirements.

Any updated version will be published on this page. Guests should review the applicable policy before completing a booking.

13. Contact Us

If you have questions about cancellation, refunds, booking modifications, or the terms applicable to your stay, please contact the Veloura Living team.