At The Velvet Apartments, we are committed to providing a seamless and pleasant experience for our guests. This Refund Policy outlines the conditions under which refunds are provided for reservations and services.
1. Refund Eligibility
Refunds may be issued under the following circumstances:
- Cancellations Made in Accordance with the Cancellation Policy
If a reservation is canceled at least 48 hours before the scheduled check-in time, the guest will be eligible for a full refund, minus any applicable processing fees. - Non-Refundable Reservations
For reservations booked under a non-refundable rate or promotional offer, no refunds will be provided, even if the reservation is canceled within the permitted cancellation window. - Early Departure
In the event of an early departure, refunds may be issued for unused nights at the discretion of management, depending on the reason for the departure and the terms of the booking.
2. Refund Process
- Refund Method:
Refunds will be processed to the original method of payment used during the booking process. Please allow up to 14 business days for the refund to reflect in your account, depending on your bank or payment provider. - Processing Fees:
Any refund issued may be subject to a processing fee to cover administrative costs. This fee will be deducted from the total amount refunded.
3. Non-Refundable Services
- Additional Services:
Charges for additional services, such as room service, spa treatments, or special requests, are non-refundable once the service has been rendered. - No-Show Fees:
In cases where a guest fails to check in without prior notice (a no-show), a one-night charge will be applied, and no refund will be issued. - Damages & Incidentals:
Charges for any damages, incidentals, or violations of hotel policies (such as smoking in rooms) are non-refundable.
4. Changes to Reservations
- Modification of Dates:
Guests may request to modify their booking dates, subject to availability and the terms of their reservation. If the modification results in a lower total booking cost, the difference will be refunded in accordance with the Refund Policy. If the modification increases the total cost, the guest will be required to pay the additional amount.
5. Exceptional Circumstances
In rare cases, such as medical emergencies, natural disasters, or governmental restrictions, we may offer exceptions to our standard Refund Policy. Such exceptions will be evaluated on a case-by-case basis and may require documentation, such as a medical certificate or government advisory.
6. Contact Us
For any refund inquiries or assistance with cancellations or modifications, please contact us at:
The Velvet Apartments
16 Nairobi St. Wuse 2, Abuja 904101, FCT, Nigeria.
booking@thevelvetresidence.com
+2348039990051, +2348098777772.