— Legal —
Refund & Cancellation Policy
Your money-back guarantee, and how cancellations work.
Last updated: 2026-06-08
Template — review with legal counsel and fill in company details before launch.
1. What You Are Paying For
A Travelissimo lock or guarantee is a paid add-on under which we hold a specific room — or a specific room attribute, such as a sea view — for the dates of a hotel booking you already hold. The fee is for the guarantee itself, not for the accommodation, which you pay to the hotel.
2. Money-Back Guarantee
If the partner hotel cannot honour the exact room or attribute we guaranteed, you receive a full refund of the guarantee fee. Wherever possible we will also arrange a comparable or better room at no extra cost. The refund is your core protection and is not contingent on fault.
3. Cancellation by You
You may cancel your lock or guarantee at any time before check-in. Cancellations made before check-in are eligible for a refund of the guarantee fee as described below. After check-in begins, the guarantee is considered fulfilled and is non-refundable.
4. How Refunds Are Issued
Approved refunds are returned to your original Stripe payment method. Processing typically takes 5–10 business days depending on your bank or card issuer. We do not charge a fee to issue a refund.
5. How to Request
To cancel or request a refund, use the cancellation option on your booking status page, or contact [CONTACT_EMAIL] with your guarantee reference. We confirm receipt and the outcome by email.
6. Exceptions
Refunds may not apply where the guarantee has already been fulfilled (your stay has begun), where a request is made fraudulently, or where required otherwise by law. Statutory consumer rights that cannot be waived remain unaffected.
7. Questions
If anything about this policy is unclear, contact us at [CONTACT_EMAIL] before you book, and we will be glad to help.
Contact
Questions about this document? Reach us at [CONTACT_EMAIL] or write to [COMPANY_NAME], [REGISTERED_ADDRESS].