Refund & Cancellation Policy
This policy applies to all bookings and payments made through villasantarosa.com for accommodation, events, retreats, and private experiences hosted by Villa Santa Rosa SL (CIF/VAT: B01926245), Avinguda Marcos Redondo 7, 17406 Viladrau, Girona, Spain (“Company”, “we”, “us”, “our”). Please read carefully before confirming a reservation.
Table of Contents
- Scope & Definitions
- Booking & Payment Terms
- Cancellations
- Refunds: Method & Timing
- Changes, Transfers & Substitutions
- Force Majeure
- How to Cancel / Request a Refund
- Special Notes & Exclusions
- Governing Law & Consumer Rights
- Updates to This Policy
- Contact Information
1. Scope & Definitions
This policy governs reservations made directly on our Website or through our official team. “Booking” means any confirmed reservation for accommodation, an event/retreat, or a private experience. “Check-in” refers to the scheduled arrival date and time for accommodation. “Business days” exclude weekends and Spanish public holidays.
2. Booking & Payment Terms
- Prices & taxes: All prices are shown inclusive of applicable taxes unless stated otherwise.
- Accepted payment methods: Cards via Stripe and, if offered, bank transfer to our IBAN (SEPA Credit Transfer).
- Online bookings on the Website: require 100% prepayment at the time of booking.
- Confirmation: A booking is confirmed only after payment has been successfully processed (Stripe) or received in our bank account (IBAN) and our confirmation email is issued.
- Security/damage deposits (if applicable): Where stated in your offer/checkout, a refundable deposit may be charged and returned after inspection. We do not place card holds or pre-authorisations.
3. Cancellations
3.1 Villa Rental Bookings
- Payment: 100% of the total amount is due at the time of booking (via Stripe or bank transfer to our IBAN, if offered).
- Cancellation by guest:
- Cancelled more than 14 days before check-in: eligible for a 50% refund or 100% credit toward a future stay within 12 months (subject to availability and prevailing rates).
- Cancelled within 14 days of check-in: non-refundable.
- No-show: Full amount is charged; no refund.
3.2 Events & Retreats (e.g., Witches’ Ball, Reiki Retreat, Lavender & Fire)
- Payment: 100% upfront to secure your spot.
- Cancellation by participant:
- Up to 14 days before the event start: 50% refund or 100% credit toward a future event.
- Less than 14 days before the event: non-refundable.
- Transfer: You may transfer your reservation to another participant (see Section 5).
3.3 Private Experiences (e.g., Wine Casino, Cooking Masterclass)
- Confirmation: Book in advance; confirmed upon full payment.
- Cancellation by guest:
- More than 7 days in advance: full refund or credit.
- Within 7 days: non-refundable.
3.4 No-shows, Late Arrival & Early Departure
- No-show: Considered a cancellation after the deadline; charges per relevant section apply.
- Late arrival / Early departure: Unused nights or services are non-refundable once the stay/event has started.
4. Refunds: Method & Timing
- Method: Refunds are issued to the original payment method where technically possible; otherwise, by bank transfer or credit voucher.
- Processing time: We initiate eligible refunds within 5–10 business days of approval. Your bank/card issuer may take additional time to post funds.
- Non-refundable fees: Third-party processing fees, currency conversion differences, and bank charges are not refundable unless required by law.
5. Changes, Transfers & Substitutions
- Date changes (villa): One complimentary date change more than 14 days before check-in, subject to availability and any rate differences.
- Participant transfer (events/retreats): Free transfer to a named substitute up to 48 hours before start. Please email info@villasantarosa.com with full details.
- Name corrections: Free of charge before service start.
6. Force Majeure
We may cancel or modify services due to circumstances beyond our reasonable control (e.g., extreme weather, illness of facilitator, government regulations, utility outages). In such cases, you will be offered a full refund or the option to reschedule (subject to availability). We are not liable for additional costs you may incur (e.g., travel).
7. How to Cancel / Request a Refund
All cancellations and refund requests must be made in writing to info@villasantarosa.com from the email used to book, including booking reference, dates, and reason. We will acknowledge receipt and confirm eligibility based on this policy.
8. Special Notes & Exclusions
- Promotions & non-refundable rates: Some offers are explicitly non-refundable/non-changeable; terms shown at checkout prevail.
- Third-party/OTA bookings: If you booked via an online travel agency or third party, their terms may apply; please contact them directly.
- Groups & exclusive use: Group bookings may have bespoke terms stated in your agreement/quote; those terms prevail over this policy.
- Conduct & house rules: Breaches that lead to termination are non-refundable.
9. Governing Law & Consumer Rights
This policy is governed by the laws of Spain. Nothing in this policy limits statutory rights that cannot be excluded under applicable law. Please note that, under EU rules, the right of withdrawal generally does not apply to accommodation or leisure services for specific dates or periods.
10. Updates to This Policy
We may update this Refund & Cancellation Policy from time to time for operational, legal, or regulatory reasons. The “Last updated” date at the top indicates the most recent revision.
11. Contact Information
If you have any questions about cancellations or refunds, contact us:
Villa Santa Rosa SL
CIF/VAT: B01926245
Avinguda Marcos Redondo 7, 17406 Viladrau, Girona, Spain
Email: info@villasantarosa.com
Phone: (+34) 622 321 324