Refund Policy

1. Overview

At Gegir Apartments, we understand that plans can change. This Refund Policy outlines our commitment to fair and transparent refund practices for all apartment bookings and additional services. We strive to balance flexibility for our guests with the operational needs of our business.

2. Booking Cancellation Policy

2.1 Standard Cancellation Terms

2.2 Extended Stay Cancellation (30+ Days)

For bookings of 30 days or longer, special cancellation terms apply:

• 30+ days before: Full refund minus CAD $50 processing fee
• 7-30 days before: 75% refund
• Less than 7 days: 50% refund
• Early checkout: 30-day notice required for partial refund

3. Additional Services Refund Policy

3.1 Premium Cleaning Service (CAD $120)

• Before service date: Full refund if cancelled 24+ hours in advance
• Same day cancellation: 50% refund
• After service completion: Refund available only if service quality issues documented

3.2 Late Check-in Fees

• Cancelled before arrival: Full refund
• Guest arrives on time: Fee automatically refunded

3.3 Parking Fees

• Unused parking: Full refund for unused days
• Early departure: Prorated refund for remaining days

4. Refund Processing

4.1 Processing Timeline

• Credit Card Refunds: 5-7 business days
• Debit Card Refunds: 3-5 business days
• Bank Transfer Refunds: 5-10 business days
• International Refunds: 7-14 business days

4.2 Refund Method

Refunds are issued to the original payment method used for the booking. In exceptional circumstances where this isn't possible:

• Bank transfer to verified account
• Company check (processing fee may apply)
• Credit to future bookings

4.3 Refund Confirmation

You will receive confirmation via email when:

• Your cancellation is processed
• Refund amount is calculated
• Refund is issued to your payment method

5. Extenuating Circumstances

We understand that unexpected situations can arise. Full refunds may be considered for:

5.1 Medical Emergencies

• Hospitalization (medical certificate required)
• Serious illness preventing travel
• Death in immediate family
• Military deployment

5.2 Travel Disruptions

• Flight cancellations beyond guest control
• Natural disasters affecting travel
• Government travel restrictions
• Border closures or visa issues

5.3 Property Issues

• Unavailable apartment due to maintenance
• Health and safety concerns
• Misrepresentation of property features
• Major construction or noise issues

6. Host-Initiated Cancellations

In the rare event that we must cancel your booking:

• Full Refund: 100% of all payments, no processing fees
• Alternative Accommodation: We'll help find comparable lodging
• Additional Costs: Up to CAD $200 compensation for booking price differences
• Priority Rebooking: First priority for future availability

7. Damage Deposits and Fees

7.1 Security Deposits

• Standard Refund: Within 48 hours after checkout if no damages
• Damage Claims: Detailed report with photos provided
• Dispute Process: 7 days to contest damage charges

7.2 Pet Deposits

• Standard Return: Full refund if no pet-related damages
• Cleaning Fees: Deducted for excessive pet hair or odors
• Damage Costs: Actual repair costs deducted from deposit

8. Seasonal and Promotional Bookings

8.1 Holiday Period Bookings

Special terms apply during peak seasons (December 20 - January 5, Canada Day weekend, etc.):

• 72+ hours before: 75% refund
• 24-72 hours: 50% refund
• Less than 24 hours: No refund

8.2 Promotional Rate Bookings

• Last-Minute Deals: Non-refundable unless extenuating circumstances
• Seasonal Packages: Subject to package-specific terms
• Group Discounts: Cancellation affects entire group rate

9. Refund Request Process

9.1 How to Request a Refund

1. Contact Us: Email [email protected] or call +1 250-490-7867
2. Provide Information: Booking reference, reason for cancellation
3. Submit Documentation: If claiming extenuating circumstances
4. Receive Confirmation: Cancellation and refund details via email
5. Track Processing: Monitor refund status through your account

9.2 Required Information

When requesting a refund, please provide:

• Full name and booking confirmation number
• Original payment method details
• Reason for cancellation
• Supporting documentation (if applicable)
• Preferred contact method for updates

10. Dispute Resolution

10.1 Refund Disputes

If you disagree with a refund decision:

• Internal Review: Request manager review within 7 days
• Documentation: Provide additional evidence or circumstances
• Final Decision: Management decision within 10 business days
• External Options: Consumer protection agencies if unresolved

10.2 Chargeback Protection

We work proactively to resolve disputes before chargeback claims:

• Clear communication about refund status
• Documentation of all cancellation terms
• Good faith efforts to find mutually acceptable solutions

11. Special Circumstances

11.1 Weather-Related Cancellations

• Severe Weather Warnings: Full refund with official weather advisory
• Airport Closures: Full refund with proof of flight cancellation
• Road Closures: Case-by-case evaluation with documentation

11.2 Health and Safety Concerns

• Public Health Emergencies: Flexible refund policy as per government guidelines
• Travel Advisories: Full refund for official government travel warnings
• Property Safety Issues: Immediate full refund and alternative accommodation

12. Corporate and Group Bookings

12.1 Corporate Account Terms

• Flexible Cancellation: 24-hour cancellation for established accounts
• Bulk Booking Credits: Option to credit cancelled bookings to account
• Custom Terms: Negotiated terms for high-volume clients

12.2 Group Booking Policy

• Partial Cancellations: Individual room cancellations allowed up to 48 hours
• Group Rate Protection: Minimum occupancy required to maintain group rates
• Event Cancellation: Special consideration for cancelled events/conferences

13. Credit and Future Booking Options

13.1 Booking Credits

As an alternative to monetary refunds, we offer:

• Full Credit Value: 100% value plus 10% bonus credit
• Extended Validity: 18-month expiration period
• Transferability: Credits can be transferred to family/friends
• Flexibility: Use for any future booking or service

13.2 Loyalty Program Benefits

• VIP Status: Enhanced cancellation terms for repeat guests
• Priority Rebooking: First access to available dates
• Reduced Fees: Lower or waived processing fees

14. International Guests

14.1 Currency Considerations

• Exchange Rates: Refunds processed at current exchange rates
• Banking Fees: International transfer fees may be deducted
• Processing Time: Additional time for international transactions

14.2 Documentation Requirements

• Government-issued identification for verification
• Original booking confirmation
• Payment method verification
• Translated documents if not in English or French

15. Contact Information

For all refund-related inquiries:

• Primary Contact: [email protected]
• Phone Support: +1 250-490-7867
• Refund Specialist: [email protected]
• Urgent Issues: Available 24/7 for current guests
• Mail: Refund Department, Gegir Apartments, 219 Laurier Ave W, Ottawa, ON K1P 5J6, Canada

16. Policy Updates

This refund policy may be updated to reflect:

• Changes in business practices
• Legal or regulatory requirements
• Industry standards
• Customer feedback and improvements

Significant changes will be communicated via email and website notices. The policy applicable at the time of booking governs your reservation.