1. Intermediary Role

RoomWaiy™ acts strictly as a technological intermediary between the User and the Travel Service Providers (Hotels, Airlines, partners, and MemberDeals™ suppliers).

• Policy Source: Refund eligibility, amounts, and timelines are determined and governed by the specific cancellation and sales conditions set by the Service Provider (the hotel or partner) managing the reservation.
• No Guarantee: Refunds are not guaranteed as a matter of course, unless explicitly stated in the offer's terms or expressly permitted by the provider's cancellation policy.
• Obligation to Read: The User is required to carefully review all Provider conditions before completing a booking. Relevant MemberDeals™ partner rules are also referenced within the MemberDeals™ Terms & Conditions.

2. Refund Eligibility (Basic Criteria)

A booking may be eligible for a refund if it meets the following cumulative conditions:

• The selected hotel or travel offer is clearly advertised as “Refundable” at the time of purchase.
• The cancellation or modification is made within the permitted period stipulated by the Provider's policy.
• The Service Provider confirms eligibility and authorizes the refund via the RoomWaiy™ tracking system (Reporting Base).
• An operational malfunction or verified system issue occurred on the Service Provider's side, making the service delivery impossible.
• Any refund request outside the applicable cancellation window will be processed according to the Provider's Cancellation Policy.

3. Generally Non-Refundable Services

Unless a specific exception is granted by the Provider, the following types of bookings are considered Non-Refundable:

• Special MemberDeals™ discounted rates (unless explicitly stated otherwise).
• Promotional sales, flash deals, and limited-time offers.
• Bookings classified as “No-Show” (failure of the customer to appear at the establishment).
• Bookings made under “Last-Minute” or “Exclusive Hot Rates” where the “Non-Refundable” indication is predominant.

4. Refund Request Process

To initiate a refund request, the User must strictly follow these steps:

1. Submission via Dashboard: Submit a cancellation or refund request through their dedicated RoomWaiy™ customer dashboard.
2. Details and Documentation: Provide all booking details, payment receipts, and any required supporting documents from the Provider or RoomWaiy™.
3. Reporting Base Compliance: Adhere to the claim submission and verification guidelines outlined in the Reporting Base.

5. Processing Timelines and Fund Flow

RoomWaiy™ does not guarantee processing times, as these depend on the Provider and banks.

• Processing Condition: Refunds are only processed after RoomWaiy™ receives the official confirmation of authorization for the refund from the Service Provider.
• Estimated Standard Timelines (from receipt of Provider authorization):
  • Hotel Refunds: Generally 7–15 business days.
  • MemberDeals™ Partner Refunds: Generally 3–25 business days.
  • Bank Processing: Final processing by the payment gateway and the User's bank may take an additional 3–10 business days.

6. Applicable Fees and Deductions

In some cases, the refund amount may be reduced by the deduction of the following fees:

• Provider cancellation fees (Hotel/Partner).
• Modification charges.
• RoomWaiy™ service fees (where applicable and clearly indicated).
• Payment gateway fees or currency conversion charges.

All applicable fees will be displayed before confirming the cancellation, or explained in detail in the Cancellation Policy.

7. Payment Disputes and Fraudulent Claims

RoomWaiy™ reserves the absolute right to deny, suspend, or cancel any refund or booking in the following cases:

• Verified fraudulent activity or misuse of services or promotions.
• Attempt to request an unjustified chargeback without first following RoomWaiy™'s claims procedure.
• Submission of false reports or manipulated documentation in connection with a refund request or dispute.

The User must adhere to the verification steps described in the anti-fraud Reporting Base system.

8. Promotions and Special Offers

• Specific Conditions: RoomWaiy™ may offer promotions, discount codes, or special offers. The specific terms of use, validity, and refund conditions for each promotion are specified at the time of their availability.
• Sanctions: Misuse, resale, or manipulation of promotions may result in the cancellation of the promotion, the refusal of an associated booking, and the possible suspension of the User's account.

9. The RoomWaiy™ Hotel Service

The RoomWaiy™ Hotels service allows Users to search, compare, and book rooms at Partner Hotels.

• Steps: The process includes selecting the property, entering personal information, choosing additional services, secure payment, and booking confirmation.
• Role: RoomWaiy™ acts by transmitting the booking to the relevant Provider (the hotel). The contractual agreement for service provision is between the User and the Hotel.

10. Partner Hotel Obligations

The Partner Hotel is solely responsible for the following obligations to the User:

• Service Compliance: Providing services as described on the RoomWaiy™ platform (including access to advertised facilities and services).
• Quality and Safety: Ensuring cleanliness, safety, compliance with local and international hygiene standards (including fire safety and accessibility), and the availability of advertised facilities.
• Availability: Honoring the confirmed room and rate availability.

Any discrepancy or non-compliance is the exclusive responsibility of the Hotelier.

11. Local Taxes and Additional Fees

• Displayed Prices: Displayed prices may include or exclude local taxes (tourist tax, local VAT) depending on the jurisdiction and specific mentions on the booking page.
• User Responsibility: The User is responsible for paying all extra fees, local taxes, or deposits not included in the total booking price shown and which must be paid directly to the Hotel upon check-in or check-out.

12. Environmental and Social Policy

RoomWaiy™ encourages its Partner Hotels to adopt eco-friendly practices (waste management, energy saving), but the implementation of these practices is the Hotelier's sole responsibility.

13. Adherence to the Responsibility Policy

This User Responsibility Policy outlines the expected conduct of any individual using RoomWaiy.com, operated by Privisa LLC. It forms an integral part of all contractual documents of the platform.

14. Accuracy and Truthfulness of Information

The User must ensure that all information provided for account creation, booking, or claims submission is accurate, complete, and up-to-date.

• Consequences of Inaccuracy: Incorrect or false information may result in denied bookings, rejected refund claims, and possible account suspension.
• Verification: Booking information must match legal identification during hotel check-in. Discrepancies may affect eligibility under the Refund Policy and Cancellation Policy.

15. Compliance with Payment Obligations

The User agrees to make all payments through legitimate and authorized means. Any act aiming to:

• Use stolen or unauthorized payment cards.
• Request unjustified or abusive chargebacks.
• Avoid payment obligations.

may result in account restriction, service termination, and immediate reporting via the anti-fraud Reporting Base system.

16. Account Usage and Security

The User is responsible for protecting their credentials and all activities conducted through their RoomWaiy™ dashboard.

• Alert: Any suspicious activity or unauthorized use of the account must be reported immediately via the Reporting Base.
• Suspension: RoomWaiy™ may take action to secure or suspend an account in cases of potential fraud, misuse, or violation of the terms.

17. Compliance with Local Laws and Regulations

When booking and using services, the User must comply with all applicable national and local laws, including, but not limited to:

• Travel documentation rules.
• Identification requirements (ID, passport).
• Hotel occupancy laws.

18. Responsible Conduct and Respect for Providers

The User must comply with hotel rules, is liable for damages to the property, and must respect safety, peace, and good conduct. Inappropriate behavior such as:

• Vandalism or property damage.
• Harassment or threats.
• Violent or disruptive behavior.

may lead to denied service, additional charges, or suspension of access to RoomWaiy™.

19. Honest Use of MemberDeals™ Offers

MemberDeals™ offers are intended for legitimate personal use. The User is strictly prohibited from:

• Reselling or distributing MemberDeals™ bookings.
• Manipulating pricing systems.
• Creating multiple accounts to obtain restricted offers.

Any violation will impact refund eligibility and may result in account termination under the MemberDeals™ Terms & Conditions.

20. Claims Procedure (Disputes with the Hotel)

• Primary Contact: In case of a dispute or major issue during the stay (non-compliance, service quality), the User must first contact the Hotel to attempt to resolve the issue on-site.
• RoomWaiy™ Role: If the issue remains unresolved, RoomWaiy™ may facilitate communication between the User and the Hotel, but does not substitute for the Hotel in resolving the dispute.

21. Contact and Follow-up Responsibilities

The User must provide accurate and complete contact information when requesting support or submitting a claim to ensure proper follow-up. Delayed or incomplete responses from the User may negatively impact the outcome of cancellation and refund processes described in the Cancellation Policy and Refund Policy.