Hotel Reservation Cancellation Policy

1. General Principle: Provider-Driven Cancellation Rules

1.1. Supplier Terms Govern: For every reservation made on Roomwaiy.com, the specific conditions regarding cancellation deadlines, penalties, and refundable amounts are set by the Accommodation Provider and passed to us via our API partners. Roomwaiy acts strictly as the facilitator of the booking process.

1.2. Visibility of Policy: The exact cancellation policy—including the deadline for free cancellation (if applicable) and the penalty for cancelling after that deadline—is clearly displayed to the User:

• On the hotel's offer page before you confirm the booking.
• In the booking confirmation email sent to you immediately after payment.
• On your user account dashboard.

1.3. Cancellation Windows: Policies typically fall into three categories:

• Free Cancellation: Cancellation is permitted up to a specific date/time (72 hours, 7 days before check-in) without incurring a penalty from the Provider. The precise deadline is always specified on the booking confirmation.
• Penalty Period: Cancellation after the free cancellation window but before check-in will result in a penalty, usually equivalent to the cost of the first night or the entire stay, as specified in the booking terms.
• Non-Refundable (Prepaid) Bookings: These bookings are generally sold at a reduced rate and do not permit any cancellation or modification without incurring a 100% penalty from the time of booking.

2. Detailed Cancellation Process

2.1. Initiating a Cancellation:

1. The User must initiate the cancellation request through their Roomwaiy.com User Account Dashboard.
2. Navigate to the My Reservations section and select the booking you wish to cancel.
3. Click the "Cancel Reservation" button and confirm the action.

2.2. Time and Date of Cancellation:

• The time of cancellation is recorded by the Roomwaiy system upon confirmation by the User in the dashboard.
• Crucially: The cancellation deadline often operates based on the hotel's local time zone or the time zone specified in the supplier system (StapeHotels or Partners), which may be different from the User's location. The User is responsible for verifying this time zone against the deadline provided in the booking details.

2.3. Confirmation of Cancellation:

• A cancellation request is not final until the User receives a confirmation email from Roomwaiy.com containing a **Cancellation Confirmation Number**.
• If the User does not receive this confirmation, they must immediately contact Customer Support. Failure to follow the correct procedure or receiving a timely confirmation may result in a "No-Show" status and a 100% penalty.

3. Non-Refundable Service Fees and Penalties

3.1. Provider's Penalty:

• If the cancellation occurs within the penalty period (or for a non-refundable booking), the financial penalty imposed by the Accommodation Provider (via the supplier network) will be deducted from the total paid amount before any refund is calculated. This penalty can be up to 100% of the total booking price.

3.2. Roomwaiy Service Fees (Non-Refundable):

• As stated in the Service Fees section of our GTS, the fees charged by Roomwaiy.com (such as Platform Service Fee, Administrative Processing Fee, Secure Payment Handling Fee) are non-refundable.
• These fees cover the infrastructure and administrative costs incurred up to the point of booking confirmation and are due regardless of whether the User cancels or is deemed a "No-Show."
• These fees are deducted in addition to any penalty applied by the Accommodation Provider.

3.3. Calculation (Illustrative):

4. No-Show Policy

4.1. Definition: A "No-Show" occurs when the User fails to arrive at the Accommodation Provider on the confirmed check-in date without having officially cancelled the reservation via the Roomwaiy.com system beforehand.

4.2. Consequence: In the event of a No-Show, the Accommodation Provider generally applies a 100% penalty for the entire stay. Therefore, the User will forfeit the entire amount paid for the reservation, and no refund will be due, even if the booking was partially refundable at an earlier stage.

4.3. Partial Stays: If a user checks in late or checks out early, no refund is granted for the unused nights unless explicitly agreed upon by the Accommodation Provider under extenuating circumstances.

5. Refund Processing and Timeframes

5.1. Refund Eligibility: Eligibility for a refund is determined solely by the cancellation terms of the specific reservation and Roomwaiy's Service Fees policy.

5.2. Processing Time: Once a cancellation is confirmed and the refund amount is calculated, Roomwaiy will initiate the reimbursement process. The actual time it takes for the funds to appear in the User's account is subject to:

• The processing time required by the underlying supplier network (StapeHotels or Parners).
• The standard transaction times of the User's bank or payment processor.

5.3. Details: For specific information on refund timelines, verification steps, and dispute procedures, please refer to our comprehensive Refund Policy.

6. Force Majeure and Extenuating Circumstances

6.1. Definition: Neither Roomwaiy nor the Accommodation Provider is liable for non-performance or delayed performance caused by Force Majeure events (e.g., natural disasters, wars, government travel restrictions, airport closures, epidemics, or pandemics). (See also: General Clauses - Force Majeure in the GTS).

6.2. Exceptions: If a cancellation is necessitated by a documented, widely recognized, and severe Force Majeure event, Roomwaiy may facilitate a request to the Accommodation Provider (via the supplier) for an exception to the standard cancellation penalty. However, any decision to grant a full or partial waiver of the penalty remains at the sole discretion of the Accommodation Provider/Supplier.

6.3. Documentation: The User must provide robust and verifiable documentation to support a Force Majeure claim.