Palmabook Guest Refund Policy

Last Updated: October 6, 2025

1. Overview

These terms govern Palmabook’s Guest Refund Policy (“Policy”) and outline the rights and obligations of Guests and Hosts in the event of a verified Travel Issue.

This Policy applies in addition to the Palmabook Terms of Service and the Payments Terms of Service.
Where a Travel Issue occurs, the Guest Refund Policy supersedes the Host’s cancellation policy.

By using the Palmabook Platform, you confirm that you have read, understood, and agree to be bound by this Policy.

2. Definition of a Travel Issue

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

  1. The Host cancels the reservation before check-in or fails to provide access to the accommodation.

  2. The accommodation is not as described in the listing (e.g., incorrect property type, missing essential features, misleading photos).

  3. The accommodation is unsafe, unsanitary, or otherwise unfit for occupation.

  4. The Host fails to meet minimum quality standards (e.g., no water, electricity, or secure access).

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

3. Guest Responsibilities

To qualify for benefits under this Policy, Guests must meet all of the following conditions:

  • (i) Report the Travel Issue by email to admin@palmabook.com within 24 hours of check-in (including photos, videos, or other evidence).

  • (ii) Respond promptly to any Palmabook requests for additional information.

  • (iii) Not have caused or contributed to the issue (through negligence or misconduct).

  • (iv) Make reasonable efforts to resolve the matter directly with the Host before submitting a claim.

Failure to comply with these conditions may result in denial of the claim.

4. Palmabook’s Resolution Options

If Palmabook confirms a valid Travel Issue, we may, at our discretion:

  1. Refund: Reimburse you up to the total amount paid for the unused portion of your reservation; or

  2. Relocation: Assist you in booking a comparable or superior accommodation for the remaining nights, subject to availability.

Palmabook’s decision regarding refund amount, relocation, or eligibility is final and binding for both Guests and Hosts.

5. Host Responsibilities

5.1 Minimum Quality Standards

Hosts are responsible for ensuring their listings meet Palmabook’s minimum standards of accuracy, access, cleanliness, safety, and functionality.
Hosts must remain available (or provide a third-party contact) during the Guest’s stay to resolve issues.

5.2 Reimbursement Obligations

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

  • Reimburse Palmabook for the refund amount within 30 days of request.

  • Cover any reasonable relocation costs for the Guest, when applicable.

5.3 Dispute Resolution

Hosts who dispute a Guest’s claim must first attempt in good faith to resolve the matter with the Guest.
If no agreement is reached, Palmabook’s internal resolution and evidence review process will determine the outcome.

6. General Provisions

6.1 No Insurance

This Policy is not an insurance product and does not replace insurance coverage.
The benefits under this Policy are non-transferable and provided as a goodwill gesture to maintain trust and quality within the Palmabook community.

6.2 Modifications or Termination

Palmabook may modify or terminate this Policy at any time, at its sole discretion.
If modified, the new version will be published on the Platform and take effect immediately for new bookings.
Claims submitted before the modification date will be processed under the version in effect at the time of booking.

6.3 Entire Agreement

This Policy constitutes the complete and exclusive understanding between Palmabook and its users regarding Guest Refunds.
All capitalized terms not defined herein shall have the meanings set forth in the Palmabook Terms of Service.

7. Contact

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