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This Refund & Cancellation Policy governs the rules that apply to the cancellation of reservations made through the Tripundo platform, the conditions under which a user may exercise the right to a refund, the manner of handling complaints and requests for the return of funds, as well as the rights and obligations of users and the company Tripundo d.o.o. Belgrade in connection with these matters.
This Policy forms an integral part of the General Terms of Use of the Tripundo Platform and applies to all reservations made through the Platform, unless expressly agreed otherwise for a specific reservation.
Terms not specifically defined by this Policy have the meaning defined by the General Terms of Use of the Tripundo Platform. This Policy is interpreted together with the General Terms of Use of the Tripundo Platform, the Privacy Policy, the Cookie Policy and other acts published on the Platform.
The Tripundo platform is a digital platform for mediating in the reservation of accommodation capacities between the guest, as the user, and the host, as the service provider.
Payment made through the platform, in favor of Tripundo, refers to:
Tripundo enables the technical realization of the reservation and use of the Tripundo Platform, while the accommodation service and the charging for the accommodation service are performed exclusively by the host, i.e. the accommodation property.
Before the technical realization of the reservation and use of the Tripundo Platform service, the user is obliged to:
By confirming the accommodation reservation and making the payment, the user confirms that:
Tripundo keeps an electronic record of the acceptance of the General Terms of Use of Tripundo, the acceptance of the Tripundo Refund Policy, the time of reservation confirmation, the IP address, as well as other relevant documentation related to the reservation and transaction.
During the technical realization of the accommodation reservation, the user's payment card is tokenized in order to pay the fee for the service of technical realization of the reservation and use of the Tripundo Platform.
Until the expiry of the deadline of 5 days before the planned check-in date, the reservation can be cancelled without a fee for the service of technical realization of the reservation and use of the Tripundo Platform, unless otherwise specified in the specific reservation terms.
After the expiry of the said deadline, the fee for the service of technical realization of the reservation and use of the Tripundo Platform becomes non-refundable, except in the cases provided for by this Policy. For the avoidance of any doubt, the fee for the technical realization of the reservation and use of the Tripundo Platform will be calculated and charged even if the guest, i.e. the user, cancels the accommodation reservation after the expiry of the said deadline.
The pre-authorization, i.e. reservation of the user's funds, for charging the fee for the service of technical realization of the reservation and use of the Tripundo Platform is carried out in accordance with the payment system rules and the reservation terms, exactly 5 days before the planned check-in date.
The user's funds referred to in the previous paragraph remain reserved until the expiry of 24 hours starting from the user's check-in date.
After the expiry of 24 hours following the completed check-in, the Tripundo service is considered fully performed and the final charge of the fee for the Tripundo service is made, along with the transfer of the reserved funds to the Tripundo account.
If the attempt at the final charge is not successfully completed due to a declined transaction, lack of funds, expiry of the payment card or other reasons related to the user's payment instrument, Tripundo may allow the user an additional period of 24 hours to update the payment card details or provide the necessary funds to complete the charge.
The user will be notified of the failed charge via email, SMS message, user account or another available communication channel.
If the charge is not successfully completed even within the additional period, the reservation may be cancelled, in accordance with the reservation terms and the rules of the Tripundo Platform.
The user has the right to cancel the reservation if the cancellation is made no later than 5 days before the planned check-in date.
If, up to the said moment, there is an active reservation, i.e. pre-authorization of the user's funds, Tripundo will, without delay, initiate the release of the reserved funds, while the final deadline for making them available to the user depends on the rules of the card scheme, the card-issuing bank and the payment service provider.
If, up to the said moment, Tripundo has charged any fee for the technical realization of the reservation or use of the Tripundo Platform, the same amount will be refunded. The refund will be made within a reasonable time in accordance with the payment system rules and internal refund processing procedures, but no later than 7 business days from the moment of cancellation of the reservation or the decision to approve the refund.
In the event of cancellation of the reservation after the expiry of the deadline from Article 4.1, the payment made is not subject to a refund, as the service of reserving and blocking the accommodation capacity is considered to have been performed.
The above does not exclude the possibility of a refund in the cases provided for by this Refund Policy, applicable regulations or payment system rules.
Regardless of the provisions of Article 4, a refund may be approved in particular in the following cases:
Force majeure is considered in particular natural disasters, war, a state of emergency, epidemics, travel bans, actions of state authorities and other circumstances that objectively prevent the realization of the reservation, which could not have been reasonably foreseen or expected and which are not the result of the actions or omissions of any party in the specific transaction.
As part of the refund request, the guest is obliged to provide a detailed explanation of the case and to submit photographs, videos or other relevant evidence to confirm their claims, in cases where it is objectively possible to provide such evidence.
Tripundo will consider each refund request individually, based on the available documentation and the relevant circumstances of the specific case, and in particular on the basis of:
The guest may be asked to submit additional information or documentation if this is reasonably necessary for processing the refund request.
If the stay has been completed, any complaints regarding the quality of the accommodation or the service provided are resolved primarily between the guest and the host.
Tripundo may participate in communication and mediation to resolve a dispute. Any refund requests or complaints will be considered in accordance with this Refund Policy, the relevant circumstances of the specific case, applicable regulations and payment system rules.
Tripundo recommends that, before initiating a chargeback or other complaint procedure, users first contact Tripundo customer support in an attempt to resolve any dispute more quickly and efficiently or to clear up misunderstandings regarding the reservation or transaction, in the manner prescribed by Article 9 of the Refund Policy.
In the event of a chargeback or complaint procedure, Tripundo has the right to submit relevant documentation to the bank or other competent entity before which the procedure has been initiated, in order to assess the merits of the chargeback or other complaint procedure, to which the guest expressly agrees, including in particular:
The guest expressly accepts and undertakes not to provide false or misleading information related to a chargeback or complaint procedure, and to exercise their rights in connection with the said procedure conscientiously and responsibly, as a last resort, based on objective and verifiable facts and evidence.
The guest is invited to submit any complaint without undue delay, after becoming aware of the circumstances on which the complaint is based, and no later than 24 hours from the planned check-in date or the occurrence of the relevant circumstances, in order to resolve the request more efficiently and ensure the availability of relevant documentation. The above does not affect the rights of users arising from applicable regulations and payment system rules.
If the complaint is submitted later, the availability of relevant documentation, communication and other evidence may be limited, which may affect the possibility of efficiently considering the request, and the reservation may be considered to have been duly completed. In cases of fraud, force majeure or other circumstances that the guest could not objectively have reported earlier, Tripundo will, when considering the request, take into account all available information and documentation submitted by the user and other involved parties (a filed criminal complaint or other evidence of an initiated investigation procedure, etc.).
Complaints are submitted:
Tripundo will confirm receipt of the complaint within a reasonable time and proceed to process the request in accordance with internal procedures and applicable regulations, no later than 48 hours from the moment of receipt.
Tripundo reserves the right to amend this Refund Policy in accordance with the development of the Platform, regulatory requirements and business needs.
The valid version of the Refund Policy will be available on the Tripundo Platform at the time the reservation is made.
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