Refund Policy

Effective Date: January 1, 2025

This Refund Policy explains the terms and conditions under which EldergroveRetreat processes refunds for our hotel accommodations, services, and amenities. Please read this policy carefully before making a reservation or purchasing services.

1. General Refund Principles

EldergroveRetreat is committed to fair and transparent refund practices. Our refund policy is designed to:

• Provide clear expectations regarding cancellations and refunds
• Balance guest flexibility with business operational needs
• Comply with Italian consumer protection laws
• Handle each refund request fairly and promptly

2. Hotel Accommodation Refunds

2.1 Standard Rate Cancellations

2.2 Non-Refundable Rates

• Promotional and discounted rates are typically non-refundable
• Full payment is charged at time of booking
• No refunds are provided for cancellations or modifications
• No-shows forfeit the entire payment
• Non-refundable bookings are clearly marked during the reservation process

2.3 Flexible Rate Cancellations

• Cancellations made up to 48 hours before arrival receive a full refund
• Cancellations within 48 hours are charged one night's accommodation
• Modifications are permitted subject to availability
• Flexible rates are priced higher than non-refundable rates

2.4 Early Departure

• Early departure from a confirmed reservation may incur charges
• You are responsible for the full stay unless otherwise approved
• Extraordinary circumstances will be considered on a case-by-case basis
• No refunds for unused nights unless approved by management

3. Group Bookings

Group reservations (10 or more rooms) have separate cancellation terms:

• A signed group contract specifies cancellation deadlines and penalties
• Deposits are typically non-refundable
• Cancellation fees are applied on a sliding scale based on timing
• Individual room cancellations within a group are subject to the group contract terms
• Attrition penalties may apply if room block minimums are not met

4. Special Packages and Promotions

Packages including multiple services (e.g., spa, dining, activities) have specific refund conditions:

• Package components may have different cancellation policies
• Partial refunds may be available for unused components
• Advance purchase packages are typically non-refundable
• Seasonal and holiday packages may have stricter cancellation terms
• Refund eligibility is specified at time of booking

5. Additional Services Refunds

5.1 Spa Services

• Cancellations must be made at least 24 hours in advance for a full refund
• Late cancellations (less than 24 hours) are charged 50%
• No-shows are charged 100%
• Prepaid spa packages are non-refundable but may be transferable

5.2 Restaurant Reservations

• Standard restaurant reservations do not require deposits
• Private dining events may require deposits, which are non-refundable within 48 hours of the event
• Prepaid event tickets are non-refundable unless the event is cancelled by us

5.3 Special Events and Entertainment

• Event tickets are generally non-refundable
• If we cancel an event, full refunds are provided
• No refunds for missed events or late arrivals
• Ticket transfers may be permitted with advance notice

6. Casino Gaming - No Refunds

• All gaming wagers are final
• Gaming losses cannot be refunded or reversed
• Disputed gaming outcomes are resolved according to house rules and Italian gaming regulations
• Technical malfunctions void all pays and plays as per regulatory requirements
• Account deposits may be withdrawn subject to anti-money laundering verification

7. Force Majeure and Extraordinary Circumstances

In the event of circumstances beyond our or your control, special refund considerations may apply:

7.1 Events Initiated by EldergroveRetreat

• If we cancel your reservation, you will receive a full refund
• We may offer alternative accommodations or future credits
• Refunds are processed within 14 business days

7.2 Natural Disasters, Pandemics, and Emergencies

• Government-mandated closures: Full refund or rebooking option
• Travel restrictions preventing arrival: Refund or travel credit at guest's option
• Natural disasters affecting the property: Full refund
• Medical emergencies: Considered on a case-by-case basis with documentation

7.3 Guest-Initiated Claims

To request a refund due to extraordinary circumstances, you must:

• Contact us as soon as possible
• Provide supporting documentation (medical certificates, government notices, etc.)
• Submit requests within 14 days of the scheduled arrival date
• Accept that decisions are made at management's discretion

8. Refund Processing

8.1 Method of Refund

• Refunds are issued to the original payment method whenever possible
• Credit card refunds appear within 7-14 business days depending on your bank
• Bank transfers may take up to 21 business days
• Cash payments are refunded by bank transfer or check

8.2 Processing Time

• Approved refunds are processed within 14 business days
• Complex cases may require additional processing time
• You will receive confirmation once the refund is initiated
• Contact your financial institution if you do not see the refund within the expected timeframe

8.3 Currency and Exchange Rates

• Refunds are issued in the original transaction currency (typically EUR)
• Exchange rate fluctuations are not our responsibility
• Currency conversion fees charged by your bank are not refundable

9. Disputes and Chargebacks

If you dispute a charge with your credit card company:

• Please contact us first to resolve the issue directly
• Chargebacks may result in account suspension
• We reserve the right to provide evidence of services rendered to your financial institution
• Fraudulent chargebacks may result in legal action
• Legitimate refund requests are processed promptly without need for chargebacks

10. Service Quality Issues

If you experience service quality issues during your stay:

• Report issues immediately to the front desk or management
• We will attempt to resolve problems during your stay
• Partial refunds may be considered for unresolved significant issues
• Post-departure complaints must be submitted within 7 days
• Documentation (photos, receipts) supports your claim

We cannot provide refunds for issues not reported during your stay that could have been addressed in real-time.

11. Third-Party Bookings

Reservations made through online travel agencies (OTAs) or other third parties:

• Are subject to the third party's cancellation and refund policies
• Must be cancelled through the original booking channel
• May have different terms than direct bookings
• Cannot be modified directly with EldergroveRetreat
• Refund processing is handled by the third-party provider

12. Loyalty Program and Credits

• Loyalty points earned on cancelled reservations will be reversed
• Future travel credits may be offered in lieu of refunds
• Credits are typically valid for 12 months from issue date
• Credits are non-transferable and have no cash value
• Expired credits cannot be reinstated

13. Taxes and Fees

• Refunds include applicable taxes when the full amount is refunded
• Partial refunds are calculated based on room rate and applicable taxes
• Non-refundable processing fees, where applicable, are not refunded
• Resort fees or facility fees follow the same refund policy as the room rate

14. How to Request a Refund

To request a refund:

1. Contact Us Promptly: Use the contact information below
2. Provide Booking Details: Include confirmation number, guest name, and dates
3. State Your Reason: Clearly explain why you are requesting a refund
4. Submit Documentation: Provide any supporting evidence for extraordinary circumstances
5. Await Response: We will review your request and respond within 3-5 business days

15. Consumer Rights

This Refund Policy does not affect your statutory rights under Italian or European consumer protection laws. In the event of a conflict between this policy and applicable law, the law shall prevail.

You have the right to:

• Clear information about cancellation terms before booking
• Fair treatment in refund processing
• Escalate disputes to consumer protection authorities
• Seek resolution through alternative dispute resolution mechanisms

16. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on our website with an updated effective date. Your existing reservations will be subject to the policy in effect at the time of booking.

17. Contact Us

18. Acknowledgment

By making a reservation or purchasing services from EldergroveRetreat, you acknowledge that you have read, understood, and agree to this Refund Policy.

Last Updated: January 1, 2026