Palmabook Guest Refund Policy

Last Updated: October 2025

1. Overview

The Palmabook Guest Refund Policy (“Policy”) defines the rights and responsibilities of Guests and Hosts when a verified Travel Issue occurs during a reservation confirmed and paid through the Palmabook Platform.

This Policy operates in addition to the Palmabook Terms of Service and Payments Terms of Service.
In case of a Travel Issue, this Policy supersedes the Host’s cancellation policy.

By using Palmabook, you acknowledge that you have read, understood and accepted these terms.

2. Definition of a Travel Issue

A “Travel Issue” means one of the following verified problems experienced by a Guest after booking and paying through Palmabook :

  • The Host cancels the reservation before check-in or fails to provide access to the accommodation;

  • The accommodation is materially different from its listing (description, photos, or essential features missing);

  • The accommodation is unsafe, unsanitary or unfit for occupation;

  • The Host fails to meet minimum standards (safety, water, electricity, secure access).

Only the Guest who made the booking may file a Travel Issue claim.

3. Guest Responsibilities

To qualify for benefits under this Policy, the Guest must comply with all conditions below :

  1. Report quickly – Notify Palmabook within 24 hours of check-in via the in-platform form or email (admin@palmabook.com) with photos, videos or evidence.

  2. Cooperate – Respond promptly to requests for details or verification.

  3. Act in good faith – Avoid misuse or negligence that could cause the issue.

  4. Try resolution – Make a reasonable attempt to resolve the matter directly with the Host before submitting a claim.

Non-compliance may void eligibility.

4. Palmabook’s Resolution Options

If Palmabook confirms a valid Travel Issue, it may, at its sole discretion :

  • Refund – Reimburse the Guest up to the total amount paid for unused nights; or

  • Relocation – Assist the Guest in booking a comparable or superior accommodation for remaining nights, subject to availability.

Palmabook’s decision on refunds or relocations is final and binding for both Guests and Hosts.

5. Host Responsibilities

5.1 Minimum Quality Standards

Hosts must ensure listings are accurate, accessible, safe, clean and functional, and be available (or designate a contact) during each stay.

5.2 Reimbursement Obligation

If Palmabook issues a refund or relocation due to a Travel Issue caused by the Host, the Host agrees to :

  • Reimburse Palmabook for the refund amount within 30 days of notice;

  • Cover reasonable relocation expenses for the Guest when applicable.

5.3 Dispute Process

If a Host disputes a claim, they must attempt good-faith resolution directly with the Guest first.
If unresolved, Palmabook’s internal resolution team will review evidence and issue a binding decision.

6. General Provisions

6.1 No Insurance

This Policy is not an insurance product and does not replace private coverage.
It is a goodwill benefit provided to enhance trust and guest confidence.

6.2 Modification or Termination

Palmabook may update or terminate this Policy at any time without liability.
New versions apply immediately to future bookings, while existing claims are processed under the previous version.

6.3 Entire Agreement

This Policy constitutes the entire understanding between Palmabook and its users regarding Guest Refunds.
Undefined terms carry the meaning set in the Palmabook Terms of Service.

7. Governance and Neutrality

Palmabook operates under a neutral international framework for hospitality commerce.
Disputes are handled exclusively through the Palmabook Compliance Channel accessible within the Platform.
No external tribunal or class action applies without completion of this internal process.

8. Contact

For questions or to file a Travel Issue claim :
📧 admin@palmabook.com
🌐 facebook.com/Palmabook
📱 WhatsApp +1 (450) 809-0906

9. Final Declaration

Palmabook is committed to fairness, transparency and trust in global hospitality.
This Policy balances Guest protection and Host integrity under a secure digital ecosystem audited for compliance and neutral jurisdiction.