Palmabook Holdings, Inc. (a Delaware C-Corporation)
Delaware registered office / principal business address: 300 Delaware Ave, Suite 210, Wilmington, DE 19801, USA.
Contact: partners@palmabook.com · +1 (855) 448-2665 (AI agent line)
Cancellation and Refund Policy
This policy explains exactly what happens to your money when you cancel a hotel reservation booked on palmabook.com. It describes what the site actually does, step by step, so that you can predict the outcome before you book and verify it afterwards.
1. What Palmabook sells, and who charges you
Palmabook sells hotel rooms. We are a travel reseller, not a listing marketplace: there are no private hosts, no home listings, no cleaning fees, and no host cancellation tiers on this site. Every room shown on palmabook.com comes from a professional accommodation supplier with whom we hold a contract.
Palmabook Holdings, Inc. is the merchant of record for your reservation. This means Palmabook is the party that charges your card, and Palmabook is the party that refunds it. The charge appears on your statement under the Palmabook name. All prices, charges and refunds on this site are handled in United States dollars (USD).
The price you see at checkout is the total price for the stay, taxes and fees included. There is no separate cleaning fee and no service fee added after the fact.
2. Where the cancellation terms of your booking come from
Palmabook does not set the cancellation terms of a room. Each individual rate carries its own terms, defined by the hotel or by the supplier that distributes it. Two rooms in the same hotel, and even two rates for the same room, can have completely different terms. This is why we do not publish a fixed grid of cancellation tiers: publishing one would misdescribe most of our inventory.
The cancellation terms that apply to your reservation are shown to you in three places, and they are the same text in all three:
Before you pay, on the room you selected and in the booking summary. In your confirmation email. On your booking page, at any time after the reservation is made.
If the supplier does not provide the cancellation terms for a rate, we display nothing rather than guessing. We never label a rate refundable or non-refundable without the terms to support it.
3. The three possible outcomes of a cancellation
Whatever the wording of a particular rate, a cancellation on palmabook.com ends in one of three states. Your booking page names the state and the amount, and the confirmation email you receive repeats the same figures.
| Situation | Can you cancel? | What happens to your money |
|---|---|---|
| The free cancellation deadline of your rate has not passed | Yes | The full amount charged is refunded to the card you paid with. The refund is issued automatically when you cancel. You do not need to contact us. |
| Your rate is non-refundable, or its free cancellation deadline has passed and the supplier charges the full amount | Yes | No refund is due and none is issued. The amount already charged remains charged. You may still cancel to release the room, and we confirm the cancellation, but no money moves. |
| The supplier charges a partial penalty | Yes | The penalty is retained and the remainder is refunded to the card you paid with. Your booking page shows the penalty and the refunded amount separately. |
We do not decide these outcomes on our own. The amount the supplier charges us for your cancellation is what determines the outcome, and the refund we compute from it is capped by the penalty amount that was shown to you and that you accepted at the moment you cancelled. If the supplier ever charges more than the amount shown to you, the difference is absorbed by Palmabook and is not passed on to you.
4. How to cancel
You cancel your own reservation from your booking page, using the cancellation button. There is no contact form to fill in, no email to write, and no waiting for an agent. The page states, before you confirm, whether the cancellation is free and what amount will be retained if it is not.
Your reservation is cancelled at the moment the cancellation is registered with the supplier. That moment is what determines whether a free cancellation deadline was met, not the moment you started the process. Deadlines are those of the rate, expressed in the local time of the property.
If you have created an account, you will find your reservation in your account. If you booked without an account, you can reach the same booking page from the link in your confirmation email, or through the retrieval page using your booking reference and the PIN we sent you.
5. How the refund amount is calculated
A refund is always computed on the amount actually charged to your card, never on a price quoted earlier. If the amount finally charged differs from an earlier quotation for any reason, the amount charged is the one that governs.
When a partial penalty applies, we convert the penalty invoiced by the supplier into the same currency and pricing terms under which you paid, using the pricing parameters recorded at the moment you accepted the cancellation. Those parameters are frozen at that moment, so a later change to our pricing can never alter, retroactively, what you owe for a cancellation you have already made.
Refunds are never estimated or rounded in our favour. The amount stated on your booking page is the amount sent to the payment processor.
6. Reservations with more than one room
A reservation may contain several rooms, each with its own rate and therefore its own cancellation terms. Rooms are treated independently.
You may cancel one room and keep the others. Each cancelled room is settled on its own terms: a refundable room is refunded, a non-refundable room is not, and both can occur within the same reservation. The cancellation email lists what was refunded for each room, and states plainly which rooms carried no refund and why.
Refunds for several rooms are issued one by one, so that a problem on one room can never block the refund of another.
7. When and how you get the money back
Refunds are issued through our payment processor to the original payment method only. We cannot refund to a different card, to a bank account, or by any other means.
Palmabook issues the refund immediately upon a qualifying cancellation. The time it then takes to appear on your statement is controlled by your bank, and is typically five to ten business days. Your booking page states that a refund has been issued only after the payment processor confirms that it has succeeded. A refund that is still in progress is never described as completed.
If a refund is refused by the payment processor, or if the answer is lost in transit, the amount owed to you remains recorded and is retried automatically until it succeeds. We do not abandon money owed to a traveller, and no manual intervention is required for the retry to happen.
8. Authorisation and charge
When you book, the amount is first authorised on your card, then charged once the reservation is confirmed with the supplier. If the reservation cannot be confirmed, the authorisation is released and no charge is made. An authorisation that is released can remain visible on your online banking for a few days depending on your bank, but no money has left your account.
9. Modifying a reservation
Reservations booked on palmabook.com cannot be modified after they are confirmed. Dates, room type and guest names are fixed at the moment of booking. If you need different dates or a different room, cancel the existing reservation, subject to the cancellation terms of its rate, and make a new one. Cancelling a non-refundable rate in order to rebook will not produce a refund.
10. No-show and early departure
If you do not arrive, and you have not cancelled, the terms of your rate apply as written. On most rates this means the full amount is retained. If you leave before the end of your stay, unused nights are refunded only where the terms of the rate provide for it.
11. If the hotel or the supplier cancels
If a reservation is cancelled by the hotel or by the supplier rather than by you, the full amount charged is refunded to you, whatever the cancellation terms of the rate. A non-refundable rate does not entitle anyone to keep your money for a room that was not provided.
12. Extraordinary circumstances
Where a hotel or a supplier grants a waiver for an extraordinary event, for example a natural disaster or a government order affecting travel to the destination, we pass that waiver on to you in full. We do not promise refunds beyond the terms of your rate that we would not be able to obtain, because a promise we cannot keep is worse for you than an honest statement of the terms.
13. Payment disputes
If you believe an amount is wrong, contact us before opening a dispute with your bank. Your booking page shows the amount charged, the amount refunded and the reason, and in most cases the answer is visible there. Once a dispute is opened with your bank, the funds are frozen by the processor and we are no longer able to issue a refund on that charge until the dispute is resolved, which is slower for you than letting us correct it directly.
14. Consumer rights and contact
Nothing in this policy limits rights that cannot be waived under the consumer protection law that applies to you. Where a mandatory legal rule, a sanctions obligation, a government order or a payment processor requirement conflicts with this policy, that rule prevails to the extent necessary.
This policy applies together with our Terms of Service and our Privacy Policy. Questions about a specific reservation, or about this policy, may be sent to partners@palmabook.com, or by telephone to +1 (855) 448-2665.