1. Overview
This Refund Policy explains how refunds are handled for bookings and purchases made via www.oceanviews.im.
This policy should be read together with our Terms & Conditions and Cancellation Policy.
2. When refunds may apply
- Where you cancel within a refundable period (see Cancellation Policy).
- Where we cancel your booking (normally a full refund).
- Where Services are materially not provided as described and the issue cannot be resolved during your
stay/experience.
3. Non-refundable items
Unless required by law, the following are non-refundable:
- Cancellation fees and charges stated at the time of booking.
- Booking fees/processing fees (if applicable).
- Gift cards or vouchers (unless faulty or issued in error).
- No-show bookings (see Cancellation Policy).
4. Partial refunds
In some cases we may offer a partial refund (or alternative remedy) where a problem affected part of the booking, for example:
- Where a specific facility advertised is unavailable for part of the stay (e.g., hot tub maintenance).
- Where access is restricted temporarily due to safety reasons.
Any partial refund is assessed fairly based on the impact and duration of the issue.
5. How to request a refund
Please contact us using the contact details on the Website and include:
- Your booking reference
- Your full name and arrival date
- Reason for the request and supporting evidence where relevant (photos, messages, etc.)
We recommend contacting us as soon as possible so we can try to resolve issues during your stay.
6. Refund processing times
Approved refunds are normally processed back to the original payment method.
- We typically process refunds within 5–10 business days after approval.
- Banks/payment providers may take additional time to credit funds to your account.
7. Chargebacks
If you initiate a chargeback/dispute with your card provider, we may pause refund processing while the dispute is investigated.
We may provide booking and communications records to the provider.
8. Contact
For refund queries, please contact us via the Website contact form or details listed on www.oceanviews.im.