Refund Policy

These terms and conditions govern ALGoldenBooking's policy for Buyer refunds ("Refund Policy") and the obligations of the Seller associated with the Refund Policy. The Refund Policy is available to Buyers who book and pay for an Accommodation through the ALGoldenBooking Platform and suffer a force major Issue (as defined below).

By using the ALGoldenBooking Platform as a Seller or Buyer, you are indicating that you have read and that you understand and agree to be bound by this Refund Policy.

  1. Force major Issue:

    A "Force major Issue" means any one of the following:

    (a) the Seller of the products (i) cancels a booking, reservation or appointment shortly before the scheduled start of the booking, reservation or appointment, or (ii) fails to provide the Buyer with the reasonable ability to access the Product.

    (b) the Product’s description or depiction of the property is materially inaccurate with respect to:

    • the size of the property (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms),
    • whether the booking for the property is for an entire home, private room or shared room, and whether another party, including the Seller, is staying at the Accommodation during the booking,
    • special amenities or features represented in the product are not provided or do not function, such as decks, pools, hot tubs, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air conditioning systems, or
    • the physical location of the Accommodation (proximity).
    • Other kinds of similar issues.

    (c) at the start of the Buyer’s booking, reservation and appointment, the property: (i) is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Buyer’s stay at the Accommodation in ALGoldenBooking’s judgment, or (iii) has vermin or contains pets not disclosed in the Listing.

  2. The Refund Policy

    If you are a Buyer and suffer a force major Issue, you are covered by this policy as follows:

    Up to 24 hours after check-in date, reservation or appointment date. If you report a Force major Issue up to 24 hours after this date, we agree, at our discretion, to either (i) reimburse you the amount paid by you through the ALGoldenBooking Platform ("Total Fees"), or (ii) use our reasonable efforts to help you find and book for any unused nights left in your booking another property or product which is reasonably comparable to or better than the property described in your original booking in terms of size, rooms, features and quality. ALGoldenBooking shall decide whether an issue reported by a Buyer qualifies as a force major Issue, whether to reimburse or rebook a Buyer who suffers a force major Issue, and whether an alternate property is comparable or better.

    More than 24 hours after check-in, reservation or appointment date. If you report a force major Issue more than 24 hours after check-in or reservation or appointment date, we agree, at our discretion, to either (i) reimburse you up to the Total Fees depending on the nature of the force major Issue suffered, or (ii) use our reasonable efforts to help you find and book another property for any unused nights left in your booking which is reasonably comparable to the Accommodation described in your original booking in terms requirements.

    ALGoldenBooking’s decisions under the Refund Policy are final and binding on Buyers and Sellers but do not affect other contractual or statutory rights you may have. Any right that you may have to initiate legal action remains unaffected.

  3. Conditions for making a Claim

    To submit a valid claim for a force major Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:

    (a) you must be the Buyer that booked the property (or reservation or appointment);

    (b) you must report the force Issue to us by email or via telephone within 24 hours of discovering the existence of the force major Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the property and the circumstances of the force major Issue;

    (c) you must respond to any requests by us for additional information or cooperation on the force major Issue within the time specified by ALGoldenBooking;

    (d) you must not have directly or indirectly caused the force major Issue (through your action, omission or negligence);

    (e) unless otherwise specified by ALGoldenBooking advises you that the force major Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the force major Issue with the Seller; and

    (f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative property, you must agree to vacate the property. If you choose to stay in the property, you may still qualify for a partial refund at ALGoldenBooking’s discretion as described in this policy (regardless of whether you reported the Force major Issue up to 24 hours after check-in).

  4. General Provisions

    1. No Assignment/No Insurance. This Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Buyer, and the Buyer has not paid any premium in respect of the Refund Policy. The benefits provided under this Refund Policy are not assignable or transferable by you.
    2. Modification or Termination. ALGoldenBooking reserves the right to modify or terminate this Refund Policy, at any time, in its sole discretion. If ALGoldenBooking modifies this Refund Policy, we will post the modification on the ALGoldenBooking Platform or provide you with notice of the modification and ALGoldenBooking will continue to process all claims for Force major Issues made prior to the effective date of the modification according to the then applicable policy.
    3. Entire Agreement. This Refund Policy constitutes the entire and exclusive understanding and agreement between ALGoldenBooking and you regarding the Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between ALGoldenBooking and you regarding the Refund Policy.
  5. Contacting us

    If you have any questions, concerns, or complaints regarding this Agreement, we encourage you to contact us using the details below: owned by ALGOLDEN RBS ALGRBS

This document was last updated on September 18, 2021