Refund & Returns Policy

We understand that unforeseen circumstances may require changes to your plans. To ensure clarity and fairness, the following guidelines apply:

• 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

• 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

• Bookings made under special promotional offers or explicitly marked as "non-refundable" at the time of booking are not eligible for refunds under any circumstances

• Guests can request changes to their reservation dates, subject to availability
• Any price differences resulting from the modification will be adjusted accordingly

• Changes to apartment types may incur additional charges or result in partial refunds, depending on the new selection and applicable rate differences

• Requests for modifications must be submitted at least 72 hours before the original check-in date to be considered

• Refunds are typically processed within 2–10 business days after the cancellation request is approved

• Refunds will be issued using the same payment method used for the original booking (MTN Mobile Money, Orange Money, or international card)

• Refund amounts may vary slightly due to exchange rate fluctuations, if applicable to international payments

• Any additional fees (e.g., bank charges or transaction fees) may be deducted from the refund amount and are beyond the control of Ethan Palace

The following circumstances may also affect refund eligibility:

• Force Majeure Events: Refunds may not be issued for cancellations caused by natural disasters, government actions, or other events entirely beyond our control
• Policy Violations: Refunds may be denied if a guest breaches Ethan Palace's terms and conditions during their stay

If a guest chooses to check out before the end of their reservation period:

• Refunds for unused nights may be considered at the sole discretion of Ethan Palace management
• A minimum fee equivalent to one night's stay may be deducted from any refund amount

• Refunds for bookings made using gift cards or credit vouchers will be reissued as credits to the guest's account, rather than as cash refunds
• Expired vouchers are non-refundable and cannot be exchanged for cash or other services

For group reservations or event bookings at Ethan Palace:

• Cancellation and refund policies may differ depending on the specific agreement terms negotiated at the time of booking
• Guests are encouraged to review their group or event contract for the specific conditions that apply to their reservation

The 10% non-refundable administrative charge is necessary to cover the following operational costs:

• 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

If you have questions or require assistance with a cancellation or refund request, please contact us directly and our team will respond within the hour:

• Email: info@ethanpalace.com
• Phone / WhatsApp: +237 6 50 80 92 73
• Address: Nkolfoulou, Wague, Yaoundé, Centre Region, Cameroon

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. We encourage you to review this page periodically.