At Plum Accommodation we offer bookable travel content on behalf of various suppliers. This results in unique contract terms with each respective hotels/service providers; including set cancellation terms. As such all the content on offer either on our website or via our booking office, will have specified cancellation deadlines.
As a customer you are responsible for understanding this upon booking any item on our site or via our office, and by booking you accept and agree to the terms of the cancellation policy which is displayed to you before confirming your booking. A cancellation deadline will be displayed for each booking item, i.e. hotel, transfer or tour. This date will be the date upon which refunds, in full or in part, will NOT be made, should you cancel after this date.
We realize that exceptional circumstances may occur with regards to the service we facilitate, however, and in light of that will honour refunds subject to the following policy:
For bookings canceled before the cancellation deadline
- If a booking is cancelled before the cancellation deadline, without any cancellation penalties and having been paid via electronic transfer; we will refund the full amount of the booking.
- If a booking is cancelled before the cancellation deadline, without any cancellation penalties and having been paid with credit card; a 5% merchant fee will be retained, but the balance of the booking will be refunded.
- In the event of an amendment before the cancellation deadline, where the rate may have decreased; refunds will be dealt with as mentioned above.
- The abovementioned criteria will be in effect if booking on an account, and payment has already been effected.
For bookings cancelled after the cancellation deadline
- 1. If a booking is cancelled after the cancellation deadline, whether payment was made through electronic fund transfer, credit card or on account; the full amount will be due, and no refunds will be given.
- 2. ONLY under the following circumstances, after the cancellation deadline, can Plum Accommodation endeavour to obtain a refund from its supplier:
- In the unlikely event of the hotel/service provider not being able to find your bookings on their system. In this instance, it is mandatory that you as the agent, or your client, contact the emergency number on the voucher first; or contact the Plum office to try and rectify any misunderstandings. No refunds will be given if Plum Accommodation/the service provider had not first been contacted. If Plum manages to rectify the problem of find you alternative services, no refund will be given.
- If the hotel/service provided was of absolute inferior standard. Our suppliers have high quality standards in place and give honest information pertaining to each hotel option, however cannot control the actual offering the hotel/service provider supplies at the time of service. If the provided room/service is found to be of inferior standard in relation to the descriptions and star ratings provided, we may request a refund only after we have been made aware of the situation, with proof in the form of photographs, and had the opportunity to request to move/upgrade the client. No refunds will be entertained if Plum Accommodation was not notified in advance or if we manage to get you an upgrade or move you to a different hotel.
- In case of unlikely circumstances, unforeseen to the traveller, forcing the traveller to cancel his complete trip. Individual circumstances will determine whether or not we can endeavour to obtain a refund, and will be subject to the discretion of both Plum Accommodation and its suppliers.
- No refunds will be given due to negligence on the part of the agent or client, causing the booking or service to not be rendered, such as:
- “No show”
- Incorrect transfer pick up/drop off times given
- Incorrect dates given
- Incorrect passenger names given
In the event that a refund is approved it will be completed within 30 days where applicable.
Our Support Team is always eager to assist you and deliver highly professional support in a timely manner. For any further information, please do not hesitate to contact us.
Thank you for your support.
Plum Accommodation Global Ltd.
Administrative support offered by:
Plum Accommodation (Pty) Ltd
Willowbrook Office Park
Van Hoof Street
Effective Date: Dec. 30, 2014
Last Updated: Mar, 18, 2019