Refund Policy

As a booking platform that facilitates reservations between guests and independent resort partners including villas, vacation rentals, private homes, and beach houses, DaliBook's standard refund policy is that all bookings are generally non-cancellable and non-refundable once payment has been processed and confirmed.

However, individual resort partners may have their own specific cancellation and refund policies which will be clearly displayed on their booking widgets and property pages. These individual resort policies may vary and could be more flexible than our standard policy.

Each resort partner on our platform may set their own cancellation and refund terms, which could include:

• Free cancellation periods (e.g., 24-48 hours before check-in)
• Partial refund options with cancellation fees
• Flexible rebooking policies
• Weather or emergency-related cancellation allowances
• Different policies for different room types or booking periods

When making a booking, guests will be shown the specific cancellation and refund policy for that particular resort and booking. These policies are binding and take precedence over our general policy for that specific reservation.

In cases where a refund is approved according to the applicable cancellation policy, DaliBook will process the refund through our payment partner PayMongo Philippines Inc. The refund timeline and process are as follows:

• Authorization: Refunds must be authorized by the resort partner or meet the specific cancellation policy terms
• Processing Time: Once authorized, refunds are typically processed within 3-5 business days through PayMongo's system
• Payment Method: Refunds are returned to the original payment method used for the booking
• Transaction Fees: All platform transaction fees and payment processing fees are non-refundable, including the ₱15.00 fixed fee for card transactions and percentage-based fees
• Dispute Fees: If a chargeback or payment dispute occurs, a ₱800.00 dispute fee may be deducted from future payouts
• Split Refunds: For bookings involving multiple payment beneficiaries, refunds will be processed proportionally through PayMongo's split refund feature

PayMongo Philippines Inc. handles all technical aspects of refund processing, including coordination with card networks, banks, and e-wallet providers. The actual time for funds to appear in your account may vary depending on your bank or payment provider's processing times.

DaliBook may consider refunds in exceptional circumstances, including but not limited to:

• Technical errors on our platform that resulted in incorrect bookings
• Fraudulent transactions or unauthorized use of payment methods
• Resort closure or inability to provide booked accommodations
• Natural disasters or government-mandated travel restrictions
• Misrepresentation of resort facilities or services on our platform

Each exceptional case will be reviewed individually, and any refund decisions will be made at DaliBook's discretion in consultation with the resort partner when applicable.

In cases of payment disputes or chargebacks initiated through your bank or payment provider, DaliBook reserves the right to deduct the contested amount plus a ₱800.00 dispute fee from future payouts to the resort partner until the dispute is resolved. PayMongo Philippines Inc. manages the technical dispute resolution process with card networks and issuing banks.

We encourage guests to contact us directly at dalibook.io@gmail.com before initiating chargebacks to allow us the opportunity to resolve the issue directly. This often leads to faster resolution and avoids unnecessary dispute fees and complications. PayMongo provides dispute resolution support and documentation to help resolve payment conflicts efficiently.

Resorts may be required to provide additional documentation and evidence to support their position in dispute cases. Frequent chargebacks or high dispute rates may result in account review or additional compliance requirements as determined by PayMongo's risk management policies.

Step 1: Contact the Resort Directly
For all refund requests, you must first contact the resort, villa, vacation rental, private home, or beach house where you made your booking. Vacation property partners are the primary point of contact for cancellations and refunds as they set their own policies and have direct control over room availability and reservations.

When contacting the resort, please provide:

• Your booking confirmation number
• Guest name and contact information used for the booking
• Check-in and check-out dates
• Reason for cancellation or refund request
• Any supporting documentation (if applicable)

Step 2: Contact DaliBook (If Unresolved)
If the resort is unresponsive, refuses to honor their stated refund policy, or if you believe there are exceptional circumstances that warrant our intervention, you may contact DaliBook directly at dalibook.io@gmail.com with the subject line "Refund Escalation - [Booking Number]".

When escalating to DaliBook, please include:

• Evidence of your communication with the resort
• The resort's response (or lack thereof)
• Your original booking details
• Clear explanation of why you believe a refund is warranted
• Any supporting documentation for exceptional circumstances

We will review escalated cases within 3-5 business days and work with the resort partner to find a fair resolution. Please note that DaliBook can only process refunds with the resort partner's authorization or in cases of exceptional circumstances as outlined in this policy.

Vacation property partners including resorts, villas, vacation rentals, private homes, and beach houses are responsible for honoring their stated cancellation and refund policies. If a vacation property partner fails to provide the booked accommodation or service without valid reason, they must authorize appropriate refunds to affected guests through our automated system.

Vacation properties must clearly communicate their cancellation policies to guests and ensure these policies are accurately represented on their booking widgets and property descriptions on our platform.

This Refund Policy is governed by the laws of the Republic of the Philippines. Any disputes arising from refund requests or this policy shall be subject to the exclusive jurisdiction of the courts of Taguig City, Philippines.

We encourage resolving refund disputes through direct communication with the resort first, then escalating to DaliBook if necessary. Our goal is to find fair solutions that protect both guests and resort partners while maintaining the integrity of our automated platform.

We may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or business practices. We will notify users of any significant changes via email or platform notifications at least 30 days before they take effect.

Updated policies will apply to new bookings made after the effective date. Existing bookings will remain subject to the refund policy that was in effect at the time of booking.