Effective Date: 15th January 2024
At Ethan Palace, we value our guests and aim to provide an exceptional experience. This Return and Refund Policy outlines the terms under which cancellations, refunds, and changes to reservations are handled. By booking with us, you agree to the terms specified in this policy.
1. Cancellations and Refunds
We understand that unforeseen circumstances may require changes to your plans. To ensure clarity and fairness, the following guidelines apply:
a. Cancellation Requests:
- Guests must submit cancellation requests through our website, by email, or by contacting our reservations team at least 48 hours before the scheduled check-in date.
- Late cancellations (requests made less than 48 hours before check-in) may result in reduced refund eligibility.
b. Refund Amount:
- Upon successful cancellation, 90% of the total booking amount will be refunded.
- The remaining 10% will be retained as an administrative fee to cover processing and operational charges.
c. No-Show Policy:
- If a guest fails to check in without prior cancellation, no refund will be issued.
d. Special Offers and Non-Refundable Bookings:
- Bookings made under special promotional offers or marked as “non-refundable” are not eligible for refunds.
2. Changes to Reservations
a. Modifications to Dates:
- Guests can request changes to their reservation dates, subject to availability.
- Any price differences resulting from the modification will be adjusted accordingly.
b. Room Upgrades or Downgrades:
- Changes to room types may incur additional charges or result in partial refunds, depending on the new selection.
c. Timeframe for Changes:
- Requests for modifications must be submitted at least 72 hours before the original check-in date.
3. Refund Process
a. Timeframe for Refunds:
- Refunds are typically processed within 2-10 business days after the cancellation request is approved.
b. Refund Method:
- Refunds will be issued using the same payment method used for the booking.
c. Currency Fluctuations:
- Refund amounts may vary slightly due to exchange rate fluctuations, if applicable.
d. Deductions:
- Any additional fees (e.g., bank charges or transaction fees) will be deducted from the refund amount.
The following circumstances may affect refund eligibility:
- Force Majeure Events: Refunds may not be issued for cancellations caused by natural disasters, government actions, or other events beyond our control.
- Policy Violations: Refunds may be denied if a guest breaches Ethan Palace’s terms and conditions during their stay.
5. Early Departures
If a guest chooses to check out before the end of their reservation period:
- Refunds for unused nights may be considered at the discretion of Ethan Palace management.
- A minimum fee equivalent to one night’s stay may be deducted from the refund amount.
6. Gift Cards and Credit Vouchers
- Refunds for bookings made using gift cards or credit vouchers will be reissued as credits to the guest’s account, rather than cash refunds.
- Expired vouchers are non-refundable.
7. Group Bookings and Events
For group reservations or event bookings:
- Cancellation and refund policies may differ depending on the agreement terms.
- Guests are encouraged to review their group or event contract for specific conditions.
8. Additional Charges
The 10% non-refundable charge is necessary to cover the following:
- Administrative costs associated with processing reservations and cancellations
- Payment gateway or bank fees incurred during transactions
- Operational costs for maintaining reservation systems and customer support
9. Contact Information for Refunds
If you have questions or require assistance with a cancellation or refund, please contact us:
- Email: info@ethanpalace.com
- Address: Yaounde, Center Region Cameroon
10. Policy Updates
Ethan Palace reserves the right to modify this policy at any time to reflect operational, legal, or regulatory changes. Guests will be notified of significant updates via email or website announcements.
Thank you for choosing Ethan Palace. We look forward to making your stay enjoyable and stress-free.