Cancellation & refund policy

12. Guest Cancellation Policy

The following standard cancellation policy applies unless a different cancellation policy is expressly displayed for the selected accommodation.

Cancellation 30 or more days before arrival

The Guest may cancel the booking and receive a refund of amounts paid, less any clearly disclosed non-refundable booking/service fee and any third-party costs that cannot reasonably be recovered.

Cancellation 15-29 days before arrival

The Guest will receive a refund of 50% of the accommodation amount paid, subject to any clearly disclosed non-refundable booking/service fee or non-recoverable third-party costs.

Cancellation 0-14 days before arrival

The booking is non-refundable.

This includes cancellations made within 14 days before the scheduled check-in date and failure to arrive ("no-show").

Where a booking is subject to a property-specific cancellation policy, that policy will be shown to the Guest before the booking is completed and will apply instead.

13. Date Changes

Requests to change the arrival or departure date are subject to availability and approval.

Open Chapter will make reasonable efforts to accommodate date changes where possible.

A change of dates may result in:

• a different accommodation price
• additional charges
• a reduced refund
• application of the cancellation policy

A date change is not automatically available and does not automatically reset the cancellation period.

14. Rebooking Option

At Open Chapter's discretion, a Guest who cannot travel may request to transfer the booking to alternative dates.

Any rebooking is subject to:

• availability
• the accommodation provider's approval
• the applicable price for the new dates
• any difference in taxes or mandatory charges

Open Chapter may offer a rebooking credit instead of a monetary refund as a goodwill solution. Such a credit is not guaranteed unless expressly agreed in writing.

15. No-Show

If the Guest does not arrive at the accommodation on the scheduled arrival date without prior notification, the booking will be treated as a no-show.

Unless the applicable property-specific cancellation policy states otherwise, no refund will be due for a no-show occurring within the non-refundable cancellation period.

The Guest should contact Open Chapter as soon as possible if unexpected circumstances prevent arrival.

16. Early Departure

If a Guest voluntarily leaves the accommodation before the booked departure date, no automatic refund is due for unused nights.

Open Chapter may, at its discretion, provide a partial refund or credit where the circumstances justify doing so.

17. Cancellation by Open Chapter or the Accommodation Provider

In exceptional circumstances, Open Chapter or the accommodation provider may need to cancel a confirmed reservation.

Examples may include:

• the accommodation becoming unavailable
• serious property damage
• safety concerns
• legal or regulatory restrictions
• circumstances beyond reasonable control
• material circumstances preventing the accommodation from being provided as booked

Where Open Chapter cancels a booking before arrival for reasons attributable to Open Chapter or the accommodation provider, the Guest will generally be offered:

1. a suitable alternative accommodation, subject to availability and Guest agreement
2. a refund of amounts paid for the affected booking

Open Chapter will not knowingly retain payment for accommodation that it is unable to provide.

18. Force Majeure

Neither Open Chapter nor the accommodation provider shall be responsible for failure or delay in performance caused by circumstances beyond reasonable control.

Such circumstances may include, depending on the circumstances:

• natural disasters
• severe weather events
• war or armed conflict
• terrorism
• governmental restrictions
• serious infrastructure failures
• widespread power or telecommunications outages
• epidemics or pandemics
• strikes or significant transport disruptions
• other extraordinary events that could not reasonably have been prevented

Where such circumstances affect a booking, Open Chapter will communicate with the Guest and seek a reasonable solution.

A force majeure event does not automatically create an unconditional right to a full refund unless required by applicable law or agreed by Open Chapter.

19. Refunds

Where a refund is approved under these Terms, Open Chapter will normally process the refund to the original payment method.

Refund processing may take several business days depending on the payment provider and the Guest's bank.

Where payment was made by card or another electronic payment method, Open Chapter may process the refund through the original payment provider.

Any non-refundable third-party charges or clearly disclosed non-refundable booking/service fees may be deducted where permitted by applicable law and these Terms.

Open Chapter will not charge a cancellation fee that is disproportionate to the actual contractual arrangement or the cancellation terms clearly accepted by the Guest.

20. Special Circumstances

If a Guest is unable to travel because of personal circumstances, including:

• illness
• injury
• pregnancy
• family emergency
• visa problems
• work obligations
• transportation problems
• other personal circumstances

the standard cancellation policy continues to apply unless mandatory law provides otherwise or Open Chapter agrees to an exception.

Guests are therefore strongly encouraged to obtain appropriate travel and cancellation insurance.

21. Travel Insurance

Open Chapter recommends that Guests obtain suitable travel insurance covering, where appropriate:

• cancellation
• illness
• accident
• travel interruption
• loss of luggage
• emergency accommodation
• transportation disruption
• other risks relevant to their trip

Travel insurance is the Guest's responsibility.

34. Complaints and Contact

Guests should first contact Open Chapter directly regarding any booking-related complaint or concern.

We will make reasonable efforts to review and resolve complaints promptly and fairly.