This Cancellation & Refund Policy applies to direct reservations made with Sivora Hills – Luxury Retreat, unless different conditions are expressly stated and accepted at the time of booking.
1. Booking Confirmation
A reservation is considered confirmed once the required advance or full payment has been received and booking confirmation has been issued by Sivora Hills.
2. Cancellations
If a guest cancels a confirmed reservation, a cancellation charge equivalent to 75% of the applicable room or package rate will apply. Any amount paid in excess of the applicable cancellation charge will be eligible for refund, subject to any non-refundable bank, card-processing or payment-gateway charges actually incurred.
3. No-Shows
Failure to arrive for a confirmed reservation without prior cancellation will be considered a no-show. In the event of a no-show, 100% of the confirmed booking value will be charged, and payments made will be non-refundable.
4. Date Changes
Requests to change a confirmed reservation date are subject to availability and approval by Sivora Hills. Where the applicable rate for the new date or package is higher, the guest will be required to pay the difference. Promotional, launch or special rates cannot be guaranteed for a rescheduled reservation.
5. Early Departure
No refund will normally be provided for unused accommodation time, meals, facilities or other services where a guest voluntarily leaves before the end of the confirmed reservation period.
6. Cancellation by Sivora Hills
If Sivora Hills is unable to honour a confirmed reservation due to an operational emergency, safety issue or other circumstance that prevents us from providing the booked stay, the guest will be offered either an alternative available date or a refund of the amount paid directly to Sivora Hills for the affected reservation.
7. Circumstances Beyond Reasonable Control
Where a reservation is materially affected by severe weather, natural disasters, government restrictions, widespread utility failures or other circumstances beyond reasonable control, Sivora Hills will assess the circumstances and may offer rescheduling, booking credit or another reasonable solution where appropriate.
8. Refund Processing
Where a refund is approved, it will normally be returned through the original payment method. Bank, card issuer or payment-gateway processing times may apply. Any unavoidable third-party transaction or processing charges may be deducted where permitted and communicated to the guest.
9. Third-Party Reservations
Reservations made through Booking.com or another third-party booking platform are subject to the cancellation and refund conditions applicable to and accepted through that platform.
10. Contact for Cancellations & Refunds
For cancellation, date-change or refund requests, please provide the guest name, reservation date and relevant booking details when contacting us:
Telephone: 078 6400 600
Telephone: 033 221 8988
Telephone: 078 373 0000
Email: sivorahills@gmail.com