How Semi-Strict Cancellation Works
Our Semi-Strict policy balances flexibility for guests with protection for property owners. This policy requires advance notice for cancellations to receive a refund.
Full Refund Window
Cancel your booking at least 14 days (2 weeks) before your check-in date to receive a 100% refund of all amounts paid.
No Refund Period
Cancellations made within 14 days of your check-in date are non-refundable. The full booking amount will be charged.
Important Details
- 14-Day Rule: The cancellation must be completed at least 14 full days before midnight of your check-in date.
- Calculation Method: The 14-day period is calculated from midnight (00:00) of your check-in date.
- Timezone Reference: All times are based on Madrid timezone (Europe/Madrid, CET/CEST). If you are in a different timezone, please be aware that even though it may appear you are within the cancellation window in your local time, this may not be the case in Madrid time.
💳 Fully Automatic Refund Processing
Refunds are processed fully automatically with no approval required. Regardless of your payment method (Klarna, SeQura, or credit/debit card), the refund is automatically initiated by our payment provider within 24-48 hours of your cancellation. The funds will be returned to your original payment method.
Practical Examples
✓ Example 1: Full Refund (15 days before)
Check-in: Saturday, April 20 at 3:00 PM
You cancel: Thursday, April 4 at 2:00 PM
Time difference: 16 days, 1 hour
Result: 100% refund issued
✓ Example 2: Full Refund (exactly 14 days)
Check-in: Saturday, April 20 at 3:00 PM
You cancel: Saturday, April 6 at 2:00 PM
Time difference: 14 days, 1 hour
Result: 100% refund issued
✗ Example 3: No Refund (13 days before)
Check-in: Saturday, April 20 at 3:00 PM
You cancel: Sunday, April 7 at 5:00 PM
Time difference: 12 days, 22 hours
Result: No refund - full amount charged
✗ Example 4: No Refund (last minute)
Check-in: Saturday, April 20 at 3:00 PM
You cancel: Friday, April 19 at 10:00 AM
Result: No refund - full amount charged
Force Majeure & Extraordinary Circumstances
Even with a semi-strict policy, we recognize that truly extraordinary situations can arise. In the following cases, we may grant full or partial refunds regardless of the cancellation deadline:
- Serious Medical Emergencies: Hospitalization, severe illness, or injury preventing travel (medical certificate required)
- Natural Disasters: Earthquakes, hurricanes, floods, or other natural events making travel impossible
- Government-Mandated Restrictions: Official travel bans, country lockdowns, or mandatory quarantine orders
- Death in the Immediate Family: Passing of spouse, parent, child, or sibling (death certificate required)
- Property Unavailability: If the property becomes unavailable due to damage, emergency repairs, or other issues beyond your control
- Military Deployment: Unexpected military orders affecting your travel plans (official orders required)
- Jury Duty or Court Summons: Mandatory legal obligations conflicting with your booking (official summons required)
Documentation Requirements
All force majeure claims must be submitted with official supporting documentation (medical certificates, government notices, death certificates, etc.). Claims are reviewed individually by our team within 2-3 business days. We reserve the right to verify all submitted documentation.
What is NOT Covered
The following situations do not qualify for refund exceptions:
- Change of mind or change in personal plans
- Work schedule changes or project cancellations
- Minor illness that does not prevent travel
- Flight delays or cancellations (travel insurance recommended)
- Bad weather that does not constitute a natural disaster
- Personal financial difficulties
- Finding a better deal or alternative accommodation
How to Cancel Your Booking
To cancel your reservation, access the booking link that was sent to your email when you made your reservation. Once you access the link, you will find a button to cancel your reservation. The refund will be processed automatically.
💡 Pro Tip: Plan Ahead
With a semi-strict policy, it pays to book early and finalize your plans before the 14-day deadline. Set a calendar reminder 16-17 days before check-in so you have time to make any necessary changes!
Need Help?
If you have questions about this cancellation policy or need to discuss your specific situation, our support team is here to help. Contact us at any time through your booking management page or via the contact information in your confirmation email.
