Cancellation & Refund Policy
Refundable Rates
Cancel before the property deadline for a full or partial refund to your original payment method.
Time Zone Deadlines
All cancellation cut-offs are governed by the local time zone of the destination hotel property.
5-10 Day Refunds
Processed through Stripe directly to your card upon supplier verification.
1.Booking-specific conditions control
The cancellation deadline, local time zone, fee, refundability and amendment rules displayed at checkout and in the confirmation are binding and override this general policy. Customers must review the specific rate rules before finalizing any booking.
2.No general cooling-off right
Hotel bookings for specific dates commonly do not carry a general statutory cooling-off right under applicable consumer protection legislation. Any cancellation or modification right exists solely under the selected rate rules or mandatory law.
3.Refundable rates
A refundable rate may be cancelled only before the stated cancellation deadline and through an authorised Tealigo channel (such as your account booking dashboard or verified customer support). Supplier fees, processing costs, or non-refundable local surcharges may apply if cancelled after the deadline.
4.Non-refundable rates
Non-refundable and partially refundable rates may remain fully payable regardless of illness, change of personal or business plans, flight cancellation, visa refusal, transport disruption or general inability to travel, unless the accommodation supplier specifically grants an exception in writing or mandatory consumer law applies.
5.No-show, late arrival and early departure
The property may treat failure to arrive on the scheduled check-in date or failure to notify the property of a delayed arrival as a no-show and charge the full booking amount. Early departure or unused room nights do not create an automatic entitlement to a refund.
6.Cancellation confirmation
Submitting a request or inquiry is not a completed cancellation. The booking remains active until Tealigo or the supplier issues an official written cancellation confirmation. The customer must retain this confirmation receipt for their records.
7.Supplier review and discretion
Exception requests, compassionate refund requests, or date amendment requests outside standard policy are forwarded to the accommodation supplier as a courtesy, but remain strictly subject to the supplier's sole approval. Tealigo does not guarantee fee waivers, rate adjustments, or supplier response times.
8.Refund method and timing
Approved refunds are credited back to the original payment method used during checkout after supplier approval and accounting reconciliation. Typical bank and card network processing takes 5 to 10 business days, which is outside Tealigo's direct control.
9.Chargebacks and Payment Disputes
Initiating a card chargeback or dispute does not itself cancel a booking. Customers should contact Tealigo support first to resolve issues. Unjustified or improper disputes may result in immediate booking cancellation, debt recovery actions, account restriction, and reversal of earned TealPoints.
10.Supplier cancellation or relocation
Where the supplier or property cancels, is overbooked, or cannot honour a confirmed stay, Tealigo will seek the remedy offered by the supplier, which may include comparable relocation or a full refund of the amount paid to Tealigo. Room availability and exact equivalence are not guaranteed.
11.Price changes and lower prices
Travel rates fluctuate in real-time. A price reduction, flash sale, or lower rate appearing on the platform after confirmation does not create a right to reprice, cancel, or refund an existing confirmed booking.
12.TealPoints reversal
Loyalty points connected to cancelled, refunded, disputed, unpaid, fraudulent or ineligible bookings will be withheld, cancelled, or deducted from the member's TealPoints account balance.