Cancellation & Refund Policy

1. Overview

We understand that travel plans can change. This policy outlines our cancellation and refund procedures to ensure fairness for both guests and property owners.

Important: Cancellation terms may vary based on season, length of stay, and specific booking conditions. Always review your booking confirmation for specific terms applicable to your reservation.

2. Standard Cancellation Policy

2.1 Flexible Cancellation (Low Season)

Applicable: Typically November - March (excluding holidays)

• 30+ days before arrival: Full refund of amounts paid
• 15-29 days before arrival: 50% refund of total booking amount
• Less than 15 days: No refund

2.2 Moderate Cancellation (Mid Season)

Applicable: Typically April, May, October

• 45+ days before arrival: Full refund of amounts paid
• 30-44 days before arrival: 50% refund of total booking amount
• Less than 30 days: No refund

2.3 Strict Cancellation (High Season)

Applicable: Typically June - September, Christmas, Easter

• 60+ days before arrival: Full refund of amounts paid
• 30-59 days before arrival: 50% refund of total booking amount
• Less than 30 days: No refund

3. How to Cancel

To cancel your reservation:

1. Contact us as soon as possible via email or phone
2. Provide your booking reference number
3. Request written confirmation of cancellation
4. Cancellation is effective from the date we receive your notification

Contact Information:

• Email: info@cohenhouse.it
• Phone: +39 347 887 9992

4. Refund Processing

• Method: Refunds are processed to the original payment method
• Timeline: Typically within 14 business days of cancellation confirmation
• Currency: Refunds are issued in the original currency
• Fees: Bank or payment processing fees are non-refundable

5. Modification Policy

5.1 Date Changes

We accommodate date changes when possible, subject to availability:

• 30+ days notice: May change dates without penalty (subject to availability)
• Less than 30 days: Standard cancellation policy applies
• Price differences apply if changing to higher-rate periods

5.2 Guest Number Changes

• Reducing guest numbers: No refund for lower occupancy
• Increasing guest numbers: Additional charges may apply (subject to maximum occupancy)

6. No-Show Policy

If you do not arrive on your scheduled check-in date without prior cancellation:

• Full booking amount is non-refundable
• Reservation may be canceled after 24 hours
• No refund for unused nights

7. Early Departure

If you depart before your scheduled checkout date:

• No refund for unused nights
• Shortened stays must be communicated to management

8. Force Majeure & Extraordinary Circumstances

In cases of extraordinary circumstances beyond our control, we may offer more flexible terms:

• Natural disasters affecting the area
• Government-mandated travel restrictions
• Serious illness (may require documentation)
• Other force majeure events

Each case is evaluated individually. We recommend travel insurance for comprehensive protection.

9. Property-Initiated Cancellations

If we must cancel your confirmed booking:

• Full refund of all amounts paid
• Assistance finding alternative accommodation when possible
• Notification as soon as we become aware of the issue

We are not liable for additional costs (flights, etc.) in these rare circumstances.

10. Travel Insurance

We strongly recommend purchasing travel insurance that covers:

• Trip cancellation
• Trip interruption
• Medical emergencies
• Lost baggage
• Travel delays

Travel insurance may provide coverage beyond our cancellation policy.

11. Deposit Policy

• Booking deposit: Typically 30-50% of total booking value
• Security deposit: May be required separately (fully refundable if no damages)
• Final payment: Due 30 days before arrival or as specified in your confirmation

12. Disputes & Questions

If you have questions or concerns about a cancellation or refund:

1. Contact us directly first — we're happy to discuss your situation
2. Provide relevant documentation if applicable
3. We aim to respond within 48 hours

13. Policy Updates

This policy may be updated periodically. Any changes apply to bookings made after the update date. Your booking is governed by the policy in effect at the time of booking.

14. Contact Us