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 respects each resort partner's individual cancellation and refund policies. Each property sets their own terms which will be clearly displayed on their booking widgets and property pages.

Resort partners have full control over their cancellation policies, which may range from flexible cancellations to non-refundable bookings. These policies vary by property and may differ based on room types, seasons, or booking periods.

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

• Free cancellation periods with specific time frames before check-in
• Partial refund options with applicable cancellation fees
• Flexible rebooking policies
• Non-refundable booking rates with discounted pricing
• 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 any general statements for that specific reservation. Always review the cancellation policy before completing your booking.

In cases where a refund is approved according to the applicable cancellation policy, refunds can be processed through two methods:

PayMongo Philippines Inc. handles all technical aspects of DaliBook-processed refunds, 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.

Important information about fees related to refunds and disputes:

• Non-Refundable 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 to the resort partner
• Split Refunds: For bookings involving multiple payment beneficiaries, refunds will be processed proportionally through PayMongo's split refund feature

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.

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. Properties have the flexibility to choose between DaliBook-processed refunds or self-processed refunds after payout, depending on their operational preferences.

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 respecting each property's individual policies.

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.