This Cancellation Policy regulates the cancellation, change and transfer of reservations, as well as refunds for accommodation services in RGK "Chorna Gora" (further — "Complex").
1. General provisions
1.1. This Policy defines the procedure for canceling, changing and transferring reservations, as well as the conditions for refunding money for accommodation services at RGK "Chorna Gora".
1.2. The policy is an integral part of the Terms and Conditions, the Accommodation Rules and the Hotel Services Agreement.
1.3. By making a reservation through the site, by phone, e-mail or any other available method, the Guest confirms that he has read this Policy and agrees to its terms.
1.4. Cancellation conditions may depend on the chosen rate, period of stay, special offer, number of rooms and other conditions specified at the time of booking.
2. Basic terms
2.1. "Reservation" means pre-ordering a room and additional services for specific dates.
2.2. "Confirmed Booking" means a booking accepted by the Complex and confirmed by message, email or other means.
2.3. "Timely cancellation" - cancellation of a reservation no later than 72 hours before the set check-in time.
2.4. "Late cancellation" is the cancellation of a reservation less than 72 hours before the scheduled check-in time.
2.5. "No-show" means the Guest's non-arrival on the specified check-in date without prior cancellation of the reservation or cancellation less than 24 hours before check-in.
2.6. "Prepayment" means funds deposited by the Guest to confirm and guarantee the reservation.
3. Reservation cancellation procedure
3.1. To cancel a reservation, the Guest must contact the Complex through:
- feedback form on the website;
- e-mail;
- phone number or messenger specified in the "Contacts" section;
- personal account, if such a function is available.
3.2. In the application, it is necessary to specify:
- name and surname of the Guest;
- reservation number or code;
- planned dates of stay;
- phone number or email address;
- the reason for cancellation is optional.
3.3. Cancellation is considered accepted after the Complex sends the appropriate confirmation.
3.4. The cancellation period is calculated from the moment the Complex receives the request until the check-in time specified in the booking confirmation.
4. Timely cancellation
4.1. In case of cancellation of a standard reservation no later than 72 hours before the set check-in time, the advance payment is returned to the Guest in full.
4.2. If the conditions of the selected tariff provide for a different free cancellation period, the conditions specified at the time of booking apply.
5. Late Cancellation
5.1. If the reservation is canceled less than 72 hours before the scheduled check-in time, the Complex has the right to withhold a cancellation fee equal to the cost of one night's stay.
5.2. If the advance payment is less than the cost of one day, the cancellation fee is limited to the amount of the actual advance payment.
5.3. The part of the payment that exceeds the amount of the cancellation fee is returned to the Guest in accordance with section 10 of this Policy.
6. Non-arrival of the Guest
6.1. In case of non-arrival of the Guest without prior notice, the advance payment will not be returned within the limits of the established cancellation fee.
6.2. The complex reserves the room for the Guest during the first booked day, unless otherwise agreed by the parties.
6.3. If the Guest has not informed about the late arrival, after the end of the first booked day, the Complex has the right to cancel the reservation for the entire subsequent period.
6.4. If the amount of payment exceeds the set cancellation fee, the remaining funds are returned to the Guest, except for reservations with the "Non-refundable" tariff.
7. Non-refundable tariff
7.1. For individual rooms, promotional offers or periods of high demand, the "Non-refundable" tariff may be applied.
7.2. In case of cancellation of the reservation or non-arrival of the Guest, the funds paid for the non-refundable rate are not returned.
7.3. Information about the irreversibility of the tariff, its cost and conditions must be clearly indicated before making the payment.
7.4. The non-refundable rate is applied only after confirmation by the Guest of familiarization with its terms.
8. Change of dates and early departure
8.1. Changing the dates of stay is possible upon prior agreement with the Complex and if rooms are available.
8.2. If the cost of accommodation for the new dates is higher, the Guest pays the difference.
8.3. If the cost of accommodation for the new dates is lower, the difference is refunded or, with the consent of the Guest, credited to other services.
8.4. Rescheduling less than 72 hours prior to arrival may be considered a late cancellation.
8.5. In case of early departure, the Guest pays for the services actually provided and a cancellation fee in the amount of the value of one subsequent day. The rest of the money is returned, unless otherwise provided by the conditions of the selected tariff.
9. Cancellation by the Complex
9.1. If the Complex cannot provide a confirmed number or agreed services, the Guest is offered:
- an equivalent or better number without additional payment;
- transfer of reservation to other dates;
- full refund of paid funds.
9.2. In the event of a refund due to the cancellation of the reservation by the Complex, no cancellation fees or commissions are withheld from the Guest.
9.3. The complex has the right to cancel the reservation in the event that the Guest provides inaccurate data, does not make a prepayment within the set period, makes an illegal payment or violates the terms of the reservation.
10. Refund procedure
10.1. For a refund, the Complex may ask the Guest to provide a statement, reservation code, payment document and details of the payer.
10.2. The refund is made to the person who made the payment in the same way as the payment was made, unless otherwise agreed by the parties or stipulated by the rules of the payment system.
10.3. The complex processes the return within 7 working days after receiving the necessary information.
10.4. The actual term of crediting the funds depends on the bank and the payment system and may be longer than the return processing period by the Complex.
10.5. Commissions that the bank or payment system charged directly to the Guest and that were not received by the Complex are not compensated.
10.6. In case of cancellation of the reservation due to the fault of the Complex, the Guest will be refunded the entire amount actually paid to the Complex.
10.7. The Complex is not responsible for exchange rate differences, Guest bank fees or costs related to currency conversion.
11. Force majeure circumstances
11.1. In case of circumstances that objectively make residence impossible, in particular, military operations, evacuation, movement ban, natural disaster or decision of state authorities, the parties may agree:
- transfer of reservation;
- depositing funds;
- refund for unused services.
11.2. The complex has the right to request documents confirming the relevant circumstances.
11.3. Each application is considered individually, taking into account the nature of the circumstances and the requirements of the law.
12. The right to withdraw from a distance contract
12.1. The 14-day right to withdraw from a distance contract provided for by the legislation of the European Union does not apply to hotel accommodation services, if the contract specifies a specific date or period of their provision.
12.2. The Guest's right to cancel the reservation and refund is determined by this Policy, the conditions of the selected tariff and the applicable legislation.
13. Applicable Law and Disputes
13.1. This Policy is drawn up in accordance with the legislation of Ukraine, in particular the rules for the provision of hotel services and legislation on the protection of consumer rights.
13.2. If the mandatory provisions of the legislation applicable to a particular Guest provide for broader rights than this Policy, the corresponding provisions of the legislation shall apply.
13.3. The parties try to resolve all disputed issues through negotiations. If it is impossible to reach an agreement, the dispute is resolved in accordance with the procedure established by law.