Refund Policy

Effective Date: January 1, 2025

This Refund Policy explains the terms and conditions for cancellations, refunds, and modifications for services provided by Valebrookmanor. We are committed to providing fair and transparent refund practices while maintaining operational requirements.

1. Hotel Accommodation Refunds

1.1 Standard Rate Cancellations

1.2 Non-Refundable Rates

• Non-refundable bookings cannot be cancelled or modified
• Full payment is charged at the time of booking
• No refunds under any circumstances, including early departure
• These rates typically offer significant discounts in exchange for commitment

1.3 Special Rates and Packages

1.4 Early Departure

• Early departure from your reservation is treated as a modification
• No refunds for unused nights unless due to circumstances covered under Section 5
• Early departure fees may apply depending on rate type

2. How to Request a Refund

2.1 Cancellation Process

1. Contact us via email at valebrookmanor@hotmail.com or call our reservations team
2. Provide your reservation confirmation number and booking details
3. Specify the reason for cancellation (required for special circumstances)
4. Receive cancellation confirmation via email

2.2 Required Information

• Reservation confirmation number
• Guest name and contact information
• Booking dates
• Reason for cancellation (if requesting exception)
• Supporting documentation (if applicable)

2.3 Processing Time

• Eligible refunds: Processed within 7-10 business days
• Credit card refunds: May take additional 5-7 business days to appear on statement
• Bank transfers: 10-14 business days
• You will receive email confirmation once the refund is processed

3. Deposit and Payment Refunds

3.1 Deposits

• Deposits are refundable according to the specific rate terms
• Standard deposits: Refundable if cancelled within policy terms
• Non-refundable deposits: Clearly marked at time of booking

3.2 Incidental Deposits

• Refunded at check-out after verification of no damages or charges
• Typically released within 3-5 business days
• May be held longer if there are pending charges or disputes

3.3 Prepayments

• Prepaid reservations are subject to the rate-specific cancellation policy
• Refund amount depends on when cancellation occurs
• Processing fees may be non-refundable (if applicable)

4. Gaming and Casino Services

4.1 Gaming Transactions

• Wagering: All bets and gaming wagers are final and non-refundable
• Lost funds: Money lost during gaming cannot be refunded
• Gaming chips: Unused chips can be redeemed for cash at the casino cage

4.2 Tournament Entry Fees

• Before tournament start: Refund minus 10% administrative fee
• After tournament begins: No refunds
• Tournament cancellation by hotel: Full refund

4.3 Gaming Disputes

• Gaming disputes must be reported immediately to casino supervisors
• All decisions are subject to gaming regulations and surveillance review
• Refunds for technical errors will be processed after investigation

5. Exceptional Circumstances

5.1 Medical Emergencies

Full or partial refunds may be granted for documented medical emergencies:

• Medical certificate or doctor's note required
• Must be submitted within 7 days of scheduled check-in
• Guest or immediate family member illness/injury
• Each case reviewed individually

5.2 Force Majeure

Refunds or credits may be issued for cancellations due to:

• Natural disasters affecting travel to our location
• Government-mandated travel restrictions
• Pandemics or public health emergencies
• Hotel closure due to unforeseen circumstances

Documentation required: Proof of travel restrictions or official advisories

5.3 Bereavement

• Compassionate consideration for death in immediate family
• Death certificate or obituary required
• Contact us as soon as possible for case-by-case review

5.4 Military Deployment

• Full refund for unexpected military deployment
• Official deployment orders required
• Applicable to active military personnel

6. Service-Specific Refund Policies

6.1 Spa and Wellness Services

• 24+ hours before appointment: Full refund or reschedule
• Less than 24 hours: 50% charge
• No-show: Full charge
• Package deals have specific terms outlined at purchase

6.2 Restaurant Reservations

• Table reservations: No charge for cancellations with notice
• Private dining deposits: Refundable with 72-hour notice
• Special event dinners: Subject to event-specific terms

6.3 Event and Conference Spaces

• 90+ days before event: Full refund minus 10% admin fee
• 60-90 days before: 50% refund
• 30-60 days before: 25% refund
• Less than 30 days: No refund
• Custom contracts may have different terms

6.4 Activities and Experiences

• Outdoor activities: Full refund if cancelled due to weather
• Guest cancellations: 48-hour notice required for full refund
• Group activities: Minimum participant requirements apply

7. Modifications Instead of Cancellations

7.1 Date Changes

• Subject to availability and rate differences
• No fee for changes made 7+ days before check-in (standard rates)
• Changes within 7 days may incur fees
• Rate differences apply if changing to higher-priced dates

7.2 Room Type Changes

• Upgrades available subject to availability and price difference
• Downgrades may result in partial refund of difference
• Changes must be requested before check-in when possible

7.3 Future Credit Option

Instead of a refund, guests may choose:

• Credit toward future stay (valid for 12 months)
• Transferable to another person (with documentation)
• Can be combined with special offers (subject to terms)
• Non-refundable once converted to credit

8. Non-Refundable Items

The following are generally non-refundable:

• Service charges and resort fees (unless full reservation cancelled within policy)
• Third-party booking fees
• Travel insurance premiums
• Personalized or custom services already rendered
• Gift certificates and promotional credits (unless required by law)
• Gaming losses and wagers

9. Refund Methods

Refunds are issued using the original payment method:

• Credit card: Refund to the card used for booking
• Debit card: Refund to the same card
• Bank transfer: To the originating account
• Cash payments: Refund via bank transfer (bank details required)
• Third-party bookings: Processed through the booking platform

10. Third-Party Bookings

• Reservations made through third-party websites are subject to their refund policies
• Contact the booking platform directly for cancellations and refunds
• Valebrookmanor may have limited ability to modify third-party reservations
• Proof of booking through third party must be provided

11. Disputes and Appeals

11.1 Dispute Process

If you disagree with a refund decision:

1. Contact our guest services team with your concerns
2. Provide all relevant documentation and explanation
3. Allow 5-7 business days for management review
4. Receive written response with final decision

11.2 Management Review

• Complex cases are reviewed by senior management
• Additional documentation may be requested
• Decisions are made based on individual circumstances and policy guidelines

12. Chargebacks

• Unjustified chargebacks may result in denied future reservations
• We will provide documentation to your credit card company if disputes arise
• Chargeback fees may be passed to the customer if found unjustified

13. Refund Policy Updates

• This policy may be updated periodically
• The policy in effect at the time of booking applies to your reservation
• Material changes will be communicated via email to guests with existing reservations
• Check our website for the most current version

14. Consumer Rights

This policy does not affect your statutory rights under applicable consumer protection laws. In some jurisdictions, you may have additional rights including:

• Right to cancel within cooling-off period (where applicable)
• Protection against unfair terms
• Right to dispute resolution through consumer protection agencies

15. Contact Information for Refunds

16. Special Notes

16.1 Currency

• Refunds are processed in the original currency of payment
• Exchange rate fluctuations are not compensated
• Currency conversion fees may apply depending on your bank

16.2 Tax Refunds

• Applicable taxes will be refunded with the booking refund
• Tourist taxes may be non-refundable depending on local regulations

16.3 Loyalty Programs

• Points earned on cancelled reservations will be reversed
• Points used for bookings will be returned to account upon cancellation

This Refund Policy is part of our Terms & Conditions. For complete terms, please refer to our full Terms & Conditions document. This policy complies with EU Consumer Rights Directive and Italian consumer protection laws.

Last Updated: January 1, 2026