Cancellation Policy
Effective Date: March 1st, 2024
Although cancellations by Travellers are rare and some cancellations are beyond a Traveller's control, cancellations by Travellers can disrupt guest plans and undermine confidence in our company, our collaborators, partners and suppliers. For those reasons, if the Traveller cancels a confirmed reservation, or if the Traveller is found to be responsible for a cancellation under this Policy, A-muse Transfer & Tours may impose fees and other consequences. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on guests, the broader Travellers community, and A-muse Transfer & Tours. We will waive the fees and, in some cases, the other consequences, if the Traveller cancels because of Extenuating Circumstances or certain valid reasons beyond the Traveller’s control.
Cancellation feesIf a Traveller cancels a confirmed reservation, or if the Traveller is found to be responsible for a cancellation under this Policy, we will impose fees subject to a minimum cancellation fee of 50 euros. The fee is based on the reservation amount and when the reservation is canceled:
When calculating cancellation fees, the reservation amount includes the base rate, cleaning fee, and any pet fees, but excludes taxes. If the calculated cancellation fee is less than 50 euros, it will be adjusted up to 50 euros.
Cancellation fees are typically withheld from the next payout(s) to the Traveller as provided in the Payments Terms of Service. In addition to the fees and consequences set out in this Policy, Travellers who cancel, or are found responsible for a cancellation, will not receive a payout for the canceled reservation, or, if the payout has already been made, then the amount of the payout will be withheld from the next payout(s).
Situations in which fees may be waivedWe will waive the fees set out in this Policy in appropriate situations, for example if the Traveller cancels because of Extenuating Circumstances or certain valid reasons beyond the Traveller’s control. Travellers who believe one of these situations applies will be required to provide documentation or other support. We will determine whether to waive any fees and other consequences after evaluating the available evidence.
In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.
Regardless of whether we waive any fees or other consequences, the Traveller will not receive a payout for the canceled reservation.
Other consequencesIn addition to a cancellation fee, other consequences may apply, such as preventing the Traveller from accepting another reservation for the Listing on the affected dates by blocking the Listing’s calendar.
Travellers who cancel confirmed bookings without a valid reason may experience other consequences. For example, Travellers may have their Listing or account suspended or removed, and may lose their status.
When a Traveller is found responsible for a cancellation
A Traveller may be responsible for a cancellation when it occurs because of conditions in the Listing that are grossly and materially different from how the Listing was described at the time of booking. In these cases, the Traveller will be subject to the fees and other consequences laid out in this Policy, regardless of who initiates the cancellation. Examples may include: double-booking a Listing, substituting another vehicle for the Listing booked by the Traveller, or gross Listing inaccuracies that materially disrupt a Traveller stay.
Other things to considerIf a Traveller cannot honor a reservation—regardless of the reason—it’s their responsibility to cancel in a timely manner to allow their guest time to adjust their plans.
Providing false statements or materials in connection with this Policy violates our Terms of Service and may result in account termination and other consequences.
This Policy applies to cancellations that occur on or after the effective date. Any right that Travellers may have to initiate legal action remains unaffected. Any changes to this Policy will be made in accordance with our Terms of Service. This Policy applies to transfers, tours, rental cars, but does not apply to Experiences reservations.
No-Show Policy
A no-show is when a travellert misses their scheduled appointment without informing the driver, the hotel or the Company. These are different from canceled appointments, where Travellers give notice prior to their nonappearance.
A no-show policy is the set of guidelines, rules, and penalties that a practice implements to manage travellers who intentionally or unintentionally miss their appointments. The policy discourages the travellers from missing their appointments and reduces the adverse impact of no-shows on the appointments.
In that case the A-muse Transfer and Tours or the hotel have the right to claim from the Traveller the total amount of the reservation.
Late Arrival
In the event a traveller arrives late as defined by “late arrival” to their appointment, for example because of lost luggage or because of other delays (passport controls, e.t.c.) and cannot be seen by the same driver on the same appointment due to other pre-scheduled appointments, we will do our best to reschedule for a new transfer by another driver and similar vehicle, if available, with a charge of an extra disposal fee per extra hour after the first hour after the arrival. This fee depends on the vehicle and it is written on the price list of our company.
In the event a traveller arrives late as defined by “late arrival” to their appointment, for example (because of lost luggage or because of other delays (passport controls, e.t.c.) and the same driver on the same appointment can wait the traveller, there will be a disposal fee per extra hour after the first hour after the arrival. This fee depends on the vehicle and it is written on the price list of our company.
Although cancellations by Travellers are rare and some cancellations are beyond a Traveller's control, cancellations by Travellers can disrupt guest plans and undermine confidence in our company, our collaborators, partners and suppliers. For those reasons, if the Traveller cancels a confirmed reservation, or if the Traveller is found to be responsible for a cancellation under this Policy, A-muse Transfer & Tours may impose fees and other consequences. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on guests, the broader Travellers community, and A-muse Transfer & Tours. We will waive the fees and, in some cases, the other consequences, if the Traveller cancels because of Extenuating Circumstances or certain valid reasons beyond the Traveller’s control.
Cancellation feesIf a Traveller cancels a confirmed reservation, or if the Traveller is found to be responsible for a cancellation under this Policy, we will impose fees subject to a minimum cancellation fee of 50 euros. The fee is based on the reservation amount and when the reservation is canceled:
- If the reservation is canceled 48 hours or less before check-in, or after check-in, the fee is 50% of the reservation amount
- If the reservation is canceled anytime between 48 hours and 30 days before check-in, the fee is 25% of the reservation amount
- If the reservation is canceled more than 30 days before check-in, the fee is 10% of the reservation amount
- For reservations of 28 days or longer, the cancellation fees above will be calculated as a percentage of the non-refundable portion of the reservation as of the time of cancellation—up to the 30-day period following the cancellation date—rather than the entire reservation amount
When calculating cancellation fees, the reservation amount includes the base rate, cleaning fee, and any pet fees, but excludes taxes. If the calculated cancellation fee is less than 50 euros, it will be adjusted up to 50 euros.
Cancellation fees are typically withheld from the next payout(s) to the Traveller as provided in the Payments Terms of Service. In addition to the fees and consequences set out in this Policy, Travellers who cancel, or are found responsible for a cancellation, will not receive a payout for the canceled reservation, or, if the payout has already been made, then the amount of the payout will be withheld from the next payout(s).
Situations in which fees may be waivedWe will waive the fees set out in this Policy in appropriate situations, for example if the Traveller cancels because of Extenuating Circumstances or certain valid reasons beyond the Traveller’s control. Travellers who believe one of these situations applies will be required to provide documentation or other support. We will determine whether to waive any fees and other consequences after evaluating the available evidence.
In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.
Regardless of whether we waive any fees or other consequences, the Traveller will not receive a payout for the canceled reservation.
Other consequencesIn addition to a cancellation fee, other consequences may apply, such as preventing the Traveller from accepting another reservation for the Listing on the affected dates by blocking the Listing’s calendar.
Travellers who cancel confirmed bookings without a valid reason may experience other consequences. For example, Travellers may have their Listing or account suspended or removed, and may lose their status.
When a Traveller is found responsible for a cancellation
A Traveller may be responsible for a cancellation when it occurs because of conditions in the Listing that are grossly and materially different from how the Listing was described at the time of booking. In these cases, the Traveller will be subject to the fees and other consequences laid out in this Policy, regardless of who initiates the cancellation. Examples may include: double-booking a Listing, substituting another vehicle for the Listing booked by the Traveller, or gross Listing inaccuracies that materially disrupt a Traveller stay.
Other things to considerIf a Traveller cannot honor a reservation—regardless of the reason—it’s their responsibility to cancel in a timely manner to allow their guest time to adjust their plans.
Providing false statements or materials in connection with this Policy violates our Terms of Service and may result in account termination and other consequences.
This Policy applies to cancellations that occur on or after the effective date. Any right that Travellers may have to initiate legal action remains unaffected. Any changes to this Policy will be made in accordance with our Terms of Service. This Policy applies to transfers, tours, rental cars, but does not apply to Experiences reservations.
No-Show Policy
A no-show is when a travellert misses their scheduled appointment without informing the driver, the hotel or the Company. These are different from canceled appointments, where Travellers give notice prior to their nonappearance.
A no-show policy is the set of guidelines, rules, and penalties that a practice implements to manage travellers who intentionally or unintentionally miss their appointments. The policy discourages the travellers from missing their appointments and reduces the adverse impact of no-shows on the appointments.
In that case the A-muse Transfer and Tours or the hotel have the right to claim from the Traveller the total amount of the reservation.
Late Arrival
In the event a traveller arrives late as defined by “late arrival” to their appointment, for example because of lost luggage or because of other delays (passport controls, e.t.c.) and cannot be seen by the same driver on the same appointment due to other pre-scheduled appointments, we will do our best to reschedule for a new transfer by another driver and similar vehicle, if available, with a charge of an extra disposal fee per extra hour after the first hour after the arrival. This fee depends on the vehicle and it is written on the price list of our company.
In the event a traveller arrives late as defined by “late arrival” to their appointment, for example (because of lost luggage or because of other delays (passport controls, e.t.c.) and the same driver on the same appointment can wait the traveller, there will be a disposal fee per extra hour after the first hour after the arrival. This fee depends on the vehicle and it is written on the price list of our company.
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