Guest Refund Policy

This Guest Refund Policy describes the circumstances under which a guest may receive a partial or full refund when booking accommodations through Palmabook. Palmabook Holdings, Inc. (Delaware, USA) operates this policy to ensure a transparent and consistent experience for guests and hosts using the platform. Guests are encouraged to review this policy carefully before confirming a booking, as the applicable cancellation tier determines the timing, refund amount, and eligibility to request a refund. The policy is designed to protect both guests and hosts while maintaining compliance with local and international consumer laws.

1. General Overview

Palmabook hosts may select one of four standardized cancellation policy tiers that apply to each listing. The tier is clearly displayed on each property listing page before a booking is confirmed. Guests are encouraged to read the description of the cancellation tier before submitting payment. Once payment is confirmed, both the host and the guest are bound by the selected cancellation terms unless an exception under the Extenuating Circumstances or Host Cancellation sections applies.

Refunds are processed through the same payment method used for the reservation. Refunds are handled securely through Stripe Connect (PCI-DSS certified) or PayPal. Depending on your financial institution, the credit may take approximately 5 to 10 business days to post to your account once Palmabook issues it.

The following sections detail each cancellation tier, the refund and claim process, the rules applicable for early departure, and the procedures for exceptional circumstances.

2. The Four Cancellation Policy Tiers

Palmabook provides four defined cancellation policy tiers that hosts may choose from: Flexible, Moderate, Strict, and Super Strict 30 Days (invitation only). The specific terms of each tier are quoted below for precision and transparency.

Flexible

Flexible means: “1 day full refund except fees.”

Guests who cancel at least one day before the scheduled check-in date are entitled to a full refund. Cleaning fees are refunded if no check-in occurred. If a cancellation is made less than one day before check-in, the first night is non-refundable and the remaining nights are refunded at 50%. The Flexible policy is designed for properties catering to short-term or sudden travel changes.

Moderate

Moderate means: “5 days.”

Guests who cancel at least five days before the scheduled check-in date receive a full refund. If a guest cancels fewer than five days before check-in, the host receives the total amount for the first two nights of the booking, and the remaining nights are refunded at 50%. If the guest checks in and chooses to shorten the stay, unused nights are non-refundable.

Strict

Strict means: “7 days (50% until then).”

Guests who cancel at least seven days before check-in receive a 50% refund of the nightly rate. Cleaning fees are refunded if the guest did not check in. Cancellations made fewer than seven days before check-in are non-refundable for the first seven nights of the reservation. For reservations shorter than seven nights, the total payment is non-refundable. The Strict policy is intended for hosts who manage higher-demand listings or longer advanced reservation schedules.

Super Strict 30 Days (Invitation Only)

Super Strict means: “30 days invitation only.”

Only selected professional hosts may choose this tier. Guests who cancel at least thirty days before check-in receive a 50% refund of the nightly rate, and any cleaning fees are refunded if the guest did not check in. Cancellations made fewer than thirty days before check-in are fully non-refundable except for cleaning fees. This tier typically applies to premium properties, multi-week rentals, or locations with limited seasonal availability.

Each listing on Palmabook clearly identifies the applicable cancellation tier before booking confirmation. The tier is also visible in the confirmation email and within the guest’s reservation dashboard. Guests are encouraged to review this information carefully before submitting payment.

3. How to Check the Applicable Cancellation Policy for a Listing

When browsing listings on the Palmabook platform, the applicable cancellation policy tier (Flexible, Moderate, Strict, or Super Strict 30 Days) is displayed under the “Cancellation Policy” section on each property page. This section is located near the nightly rate and amenities details. Before completing a reservation, during the confirmation step, the same policy tier is displayed in the booking summary so the guest can make an informed decision.

After confirming a booking, guests can access the cancellation terms at any time:

• From the “My Trips” section under their Palmabook account.
• In the reservation confirmation email sent at the time of purchase.
• Within the receipt view when navigating to “View Details.”

If you are uncertain which tier applies or encounter missing information, you may contact partners@palmabook.com for assistance.

4. Refund Workflow and Timeline

Palmabook has designed a structured refund process that allows clarity for every claim while maintaining efficiency and fairness. The refund workflow proceeds as follows:

Step 1: Submitting a Refund Request

Guests initiate a refund or cancellation request directly through their Palmabook account. To do this, access your booking in “My Trips,” click “Cancel Reservation,” and follow the prompts displayed on-screen. The system will automatically determine how the policy tier applies based on the cancellation date relative to the check-in time. If a discrepancy arises, the guest may send a message to partners@palmabook.com for manual review.

Step 2: Review Timeline

Palmabook’s review team typically reviews refund requests within 1 to 3 business days. During the review, Palmabook compares the requested timing with the listing’s policy and the host’s booking record. If supporting documentation is required (for example, for an extenuating circumstance claim), the guest will be notified by secure message.

Step 3: Approval, Counteroffer, or Denial

When the request meets the cancellation policy parameters, the refund is automatically approved. If the request involves special circumstances or falls outside standard timing, Palmabook may present a counteroffer. For example, a host might agree to a partial refund or reschedule based on availability. If the claim does not meet either the standard or compassionate exception criteria, it may be denied, and the reason will be communicated clearly to the guest.

Step 4: Refund Processing and Payout

Once a refund is approved, Palmabook issues it back to the original payment method. For Stripe payments, the refund reaches the guest’s account typically within 5 to 10 business days, depending on the card-issuing bank. PayPal refunds usually appear within 24 to 72 hours. Guests receive an automated email confirmation once the refund has been processed.

Step 5: Account Review and Record

Refunds appear in your Palmabook account under “Payments & Refunds.” A fully documented record is stored for 120 days for audit and consumer compliance purposes.

5. Cleaning Fee Rules

Palmabook applies consistent rules for cleaning fee refunds. Guests are not charged a Palmabook service fee or reservation fee.

Cleaning Fees

If a guest cancels a reservation and has not checked in, the cleaning fee is always refunded in full regardless of the cancellation tier. If a guest checks in but departs early, the cleaning fee remains with the host, as the unit was already prepared for stay. Cleaning fee refunds appear as a separate transaction on the guest’s refund receipt.

6. Early Departure Rules

Guests who decide to leave a property earlier than their scheduled check-out are subject to the selected cancellation tier.

• Flexible: The unused nights after early departure are refunded at 50% if the departure is reported through Palmabook within 12 hours of leaving, provided at least one night remains in the stay.
• Moderate: No refund for unused nights. Only nights canceled at least five days before the original check-in are eligible.
• Strict: No refund for early departure. The policy already provides partial refund rights only until seven days before check-in.
• Super Strict 30 Days: No refund or modification for early departure. Guests may contact the host for goodwill rescheduling, but the refund eligibility ends 30 days prior to arrival.

Palmabook recommends guests verify travel plans and booking dates carefully to minimize loss associated with early departure.

7. Extenuating Circumstances Policy

Palmabook recognizes that situations beyond a guest’s control may prevent them from completing their reservation. The platform provides additional support under the Extenuating Circumstances Policy, which applies to unforeseen and verifiable events. To qualify, guests must provide official documentation supporting the claim. Eligible circumstances include:

1. Medical Emergency: A sudden illness or injury that prevents the guest or an immediate family member from traveling. Acceptable documentation includes a statement from a licensed healthcare provider.
2. Death in the Family: Death of a guest, host, traveling companion, or immediate family member within thirty days of check-in. Acceptable documentation includes a death certificate, obituary, or statement from a public authority.
3. Government Travel Restriction: Travel restrictions declared by a government authority that make it illegal or impossible to travel to or from the destination. This includes border closures, bans, or mandatory quarantine orders issued after the booking date.
4. Host Cancellation Due to Host Fault: If the host cancels the reservation before check-in, fails to provide access to the property, or the listing is misrepresented leading to uninhabitable conditions on arrival.

Palmabook reserves the right to classify other comparable events under these criteria at its discretion, provided supporting documentation is supplied by the guest. Each extenuating claim is reviewed by a dedicated Palmabook team to ensure fairness.

Approval under Extenuating Circumstances overrides the listing’s cancellation tier. Upon approval, Palmabook issues a full refund of the accommodation amount and applicable cleaning fees.

8. Host Cancellation and Guest Protection

When a host cancels a confirmed booking, guests are automatically protected under Palmabook’s Host Cancellation Guest Protection plan:

1. The guest receives an automatic full refund of all amounts paid, including the cleaning fee.
2. Palmabook offers rebooking assistance for alternative accommodations of similar type, price, and destination whenever available.
3. The guest receives a courtesy communication confirming the refund and alternative stay options.

Hosts who repeatedly cancel accepted bookings may face account restrictions or removal consistent with Palmabook’s Host Standards Policy. Host cancellations hurt guest confidence and are therefore monitored closely.

If a host cancels after the guest has begun traveling or upon check-in day, Palmabook’s support staff provides immediate response through internal messaging channels to minimize inconvenience. Guests should document any expenses incurred due to the last-minute cancellation, as these may be reviewed in good faith for partial reimbursement.

9. Dispute Resolution Procedures

Although Palmabook’s automated systems resolve the majority of refund cases, certain disputes may require direct mediation. The following process applies:

24-Hour Arrival Dispute Window

Guests must report any issue upon arrival within the first 24 hours to qualify for Palmabook mediation. Typical issues include misrepresentation of the listing, inaccessibility, or unsafe conditions. Reports can be made via the message center or by emailing partners@palmabook.com with “Dispute” in the subject line.

Platform Mediation Process

Once a dispute is filed, Palmabook will contact both parties to gather statements and evidence (for example, photos of property condition, written communication, or invoices). Mediation aims to resolve the issue within five business days. Possible outcomes include full refund, partial refund, or denial based on evidence and policy.

Stripe Dispute as Last Resort

If no mutual resolution is reached after Palmabook mediation, a guest may initiate a dispute through Stripe or the payment institution. Palmabook cooperates fully with Stripe investigations, providing all relevant booking data. Filing a Stripe dispute automatically pauses any ongoing Palmabook mediation, and the outcome will depend on the decision of the payment processor.

Guests are encouraged to use the internal Palmabook dispute mechanism before initiating any external chargeback, as it generally leads to faster and more straightforward resolutions.

10. Data and Compliance Standards

Palmabook maintains privacy and consumer protection compliance by following applicable frameworks and ensuring secure handling of all payment and personal data.

• Mexico (LFPDPPP): Palmabook complies with the Federal Law on Protection of Personal Data Held by Private Parties regarding processing of personal information related to guests traveling in or to Mexico.
• European Union and United Kingdom (Consumer and Data Protection): For travelers based in the EU or UK, processing follows the General Data Protection Regulation (GDPR) and applicable consumer distance selling laws concerning refunds, transparency, and consent management. Palmabook uses Google Consent Mode v2 for lawful analytics management.
• United States (Federal and State Consumer Protection): As Palmabook Holdings, Inc. is a Delaware corporation, it complies with U.S. federal and state-level consumer protection guidelines regarding truthful representation of services, prompt refund processing, and secure electronic payments.

Financial data is handled under the PCI-DSS standards implemented through Stripe Connect. Palmabook does not store raw credit card information on its servers. All refund transmissions occur via secure, encrypted channels.

11. Transparency of Analytics During Refund Transactions

Palmabook employs Google Analytics 4 (G-6Z719PJGL3) and Google Ads (AW-7996167009) for website performance and audience measurement. None of these analytics tools affect refund eligibility, nor do they store payment data. Tracking adjustments during refund workflows operate under Google Consent Mode v2 to maintain user consent integrity. Guests may update their privacy consents through the cookie settings page accessible on every Palmabook interface.

12. Common Scenarios and Illustrative Examples

To aid traveler understanding of how the refund policy operates, here are several practical scenarios:

Example 1: A guest books a property under the Flexible policy for a Friday to Sunday weekend stay and cancels Thursday morning. The cancellation occurs more than 24 hours before check-in, so the guest receives a full refund of accommodation fees. The cleaning fee is fully refunded since no check-in has occurred.

Example 2: A guest books a Moderate policy listing in for a seven-night stay but cancels two days before check-in. Because the request falls within the five-day window, the first two nights are charged in full and the remaining five nights are refunded at 50%. The cleaning fee is not refunded since the property preparation likely already commenced, and the guest did not cancel sufficiently in advance.

Example 3: Under the Strict policy, a traveler cancels ten days before check-in. In this case, they receive a 50% refund since cancellation occurred at least seven days in advance. If the cancellation were made five days before arrival, no refund would be granted other than cleaning fee recovery.

Example 4: A long-term rental under the Super Strict 30 Days tier is canceled 40 days before check-in. The guest receives a 50% refund of accommodation costs and a complete refund of cleaning fees. If canceled later than 30 days before check-in, no accommodation refund applies.

These examples are intended as educational guidance only and reflect how system calculations align with policy parameters.

13. Limitations and Exclusions

Palmabook aims for equitable decisions; however, certain circumstances fall outside the refund framework:

• Dissatisfaction with ambient noise, neighborhood conditions, or aesthetic preferences not misrepresented in listing details.
• Minor maintenance issues resolved promptly after guest notification.
• Weather-related inconveniences unless they qualify under a government-imposed restriction or safety closure.
• Personal scheduling conflicts, transportation delays, or changes in travel mood.

Palmabook encourages proactive communication with hosts to clarify amenity expectations and local environment factors before arrival. Transparency and early notice prevent most refund disputes.

14. Platform Reporting and Continuous Improvement

Palmabook aggregates anonymous refund case data to continually improve host and guest outcomes. Refund frequency and cause categories are reviewed quarterly. Palmabook may adjust how cancellation tiers are described or displayed to enhance guest comprehension. Any structural updates to this Refund Policy are automatically visible in platform terms upon publication. Guests are not required to reaccept unless terms materially affect bookings already in place.

15. Contact and Support Channels

Guests can request clarification or support regarding a refund, cancellation, or dispute through the following official channels only:

• General Refund and Booking Questions: partners@palmabook.com
• Advertising and Affiliate Inquiries: ads@palmabook.com
• Legal Correspondence: partners@palmabook.com

Palmabook does not maintain phone-based refund support lines for privacy reasons. All correspondence is documented electronically to ensure traceability and consistency with privacy obligations. Guests receive confirmation of their inquiry typically within one business day and a substantive reply within three business days depending on queue volume.

16. Guest Responsibilities

To help ensure accurate refund outcomes, guests should:

1. Verify the chosen listing’s cancellation policy tier prior to payment.
2. Submit any cancellation requests through the Palmabook platform rather than direct host messages.
3. Keep transaction records and confirmation emails for reference.
4. Provide accurate and timely information if claiming under Extenuating Circumstances.
5. Respect the dispute resolution timeframe, especially the 24-hour post check-in reporting requirement.

Failure to comply with these responsibilities may delay or reduce the refund amount.

17. Host Responsibilities Complementary to Guest Protection

Hosts are expected to:

• Maintain accurate and truthful listings, including cancellation tier disclosures.
• Respond promptly to any guest cancellation to confirm receipt.
• Avoid unilateral cancellations except under verified emergencies.
• Allow Palmabook to manage refunds through the official payment processor without off-platform arrangements.

These complementary duties ensure that system refunds remain verifiable and enforceable across all jurisdictions where Palmabook operates.

18. Policy Relationship to Other Agreements

This Guest Refund Policy forms part of the Palmabook Terms of Service and must be interpreted consistently with them. Where any conflict arises between platform-wide terms and this policy, the provision most favorable to consumer transparency and protection shall prevail, subject to governing law. The applicable governing law is the law of the State of Delaware, USA, except where mandatory consumer protection provisions of another jurisdiction require otherwise.

19. Continuous Updates and Guest Notification

Palmabook periodically reviews this Refund Policy to reflect evolving regulatory standards and platform improvements. Updates take effect upon publication on the Palmabook website. Guests who already hold an active reservation at the time of such update remain subject to the version of the policy in effect on the date of booking confirmation, unless a future version provides enhanced guest benefits, in which case Palmabook may apply the newer version at its discretion.

Guests can verify the current effective policy version by visiting the Palmabook website and reviewing the footer link titled “Guest Refund Policy.” The visible banner’s “Effective date: as of the date of your visit” ensures the reader always views the most current version available.

Palmabook Holdings, Inc. (Delaware, USA) manages this Guest Refund Policy to uphold fairness, security, and trust across all transactions. By maintaining consistent standards for refunds, consumer law compliance, and transparent communication with both guests and hosts, Palmabook ensures that travel experiences across participating destinations remain protected under a clear and reliable framework.