This Refund Policy sets out the conditions under which payments made in connection with bookings of Badam Holiday Homes properties (“Badam”, “we”, “us” or “our”) may be fully or partially refunded to the guest.
Refund conditions may depend on the selected rate, booking method and channel, cancellation date, the terms of the specific offer, and other conditions communicated to the guest before the booking is confirmed.
General Provisions
By making a booking, the guest accepts the cancellation and refund conditions applicable to the selected rate and the specific booking.
Before the booking is confirmed, the guest is provided with, or given access to, information about the material terms of the relevant rate, including the applicable cancellation and refund conditions.
The right to a refund and the amount to be refunded are determined based on the conditions in effect and communicated to the guest at the time the booking is confirmed, unless otherwise provided by applicable law.
Refundable and Non-Refundable Rates
Badam may offer different types of rates, including refundable, partially refundable, and non-refundable rates.
For a refundable or partially refundable rate, eligibility for and the amount of any refund are determined by the conditions stated at the time of booking.
When a non-refundable rate is selected, the payment made is generally not refundable if the guest cancels the booking, except where a refund is required by applicable law or expressly provided for in the terms of the specific booking.
Cancellation by the Guest
If the guest wishes to cancel a booking, the cancellation request must be submitted through the channel through which the booking was made. For direct bookings, the request must be submitted through Badam’s official communication channels indicated on our website, in the booking confirmation, or in other materials provided to the guest.
The amount of any refund, where applicable, is determined by the cancellation conditions applicable to the specific booking.
For the purpose of determining the applicable cancellation conditions, the date and time when a valid request is received by Badam or through the relevant booking channel are taken into account. Badam may confirm receipt or processing of the request. Sending a message through an unofficial channel or to a third party not authorized to accept cancellations does not, by itself, guarantee that the booking is considered cancelled.
Bookings Through Third-Party Platforms, Agents and Partners
If a booking was made through a third-party booking platform, travel agent, company, or other partner, the cancellation and refund conditions of the relevant booking channel may apply.
In such cases, a cancellation or refund request may need to be submitted directly through the relevant platform, agent, or partner.
If payment was received and processed by a third party, the refund may also be processed by that third party in accordance with the applicable booking conditions and its payment-processing procedures.
Guest No-Show
If the guest does not arrive at the property on the scheduled check-in date and has not properly cancelled the booking in advance, the booking may be treated as a No-Show.
Refund eligibility in the event of a No-Show is determined by the terms of the applicable rate and booking.
If the applicable rate is non-refundable or the booking conditions provide for retention of payment in the event of a No-Show, the amount paid may be non-refundable unless otherwise required by applicable law.
Early Departure
If, after the stay has commenced, the guest voluntarily decides to leave the property before the check-out date stated in the booking, the cost of unused nights is not automatically refundable.
Eligibility for a full or partial refund for the unused period is determined by the terms of the specific booking, the reason for the early departure, and applicable law.
Cancellation or Inability to Provide the Property by Badam
If Badam is unable to provide the booked property for reasons relating to Badam or the property, including an operational or technical error, unavailability of the property, or other circumstances preventing the confirmed accommodation from being provided, we take reasonable steps to resolve the situation and, depending on the circumstances and applicable requirements, may:
- offer the guest, with the guest’s consent, a suitable alternative property of a comparable or higher standard, if such a property is available;
- offer a change to the stay dates;
- provide a full or appropriate partial refund of the amount paid for the service that cannot be provided.
Providing an alternative property does not limit the guest’s rights under applicable law.
If, before the stay begins or during the stay, the property becomes temporarily or completely unavailable due to a sudden technical malfunction, accident, leak, failure of engineering systems, or another significant unforeseen problem, Badam takes reasonable steps to inspect and, where possible, remedy the problem, or offers available alternative accommodation of a comparable standard and with comparable key characteristics. Provision of a higher-category property, a larger property, a property with more bedrooms, or a property in a particular building is not guaranteed and depends on actual availability and agreement between the parties.
If the booking was made through a third-party platform, any actions relating to a change of property, relocation, cancellation, and refund are also carried out subject to the rules, procedures, and decisions of the relevant platform. For direct bookings, such matters are handled directly by Badam.
If the service cannot be provided in full or in part and a suitable alternative solution is not agreed, a refund is made only in respect of the amount actually paid for the relevant service, or the part of it that was not provided, subject to the booking conditions and applicable law. Such a refund does not, by itself, mean that Badam is required to pay the guest an additional amount equal to the booking value or provide a complimentary accommodation upgrade.
Problems With the Property or Service Provided
If a significant problem with the property or service arises during the stay, the guest should, where possible, notify Badam promptly and provide a reasonable opportunity to remedy the problem.
Depending on the nature of the problem, Badam may take steps to remedy it, offer an alternative solution, replace the property, or, where applicable, provide a full or partial refund.
The mere submission of a complaint does not automatically create a right to a full refund. Each case is considered in light of the nature of the problem, the possibility of remedying it, the services actually provided, and applicable law.
Force Majeure and Circumstances Beyond the Parties’ Reasonable Control
In the event of events or circumstances beyond the reasonable control of Badam or the guest that materially affect the ability to provide or use the booked accommodation, the conditions for amendment, cancellation, or refund are determined taking into account the circumstances of the particular case, the booking conditions, and applicable law.
Such circumstances may include decisions of government authorities, emergencies, natural disasters, serious disruptions to transportation, and other circumstances that the parties could not reasonably prevent or control.
Security Deposit
The refund of the Security Deposit, where provided for by the booking, is governed by the terms of the relevant booking and the house rules.
Amounts that the guest is required to pay under the booking or stay conditions may be deducted from the deposit, including applicable costs relating to damage caused, loss of property, or other justified charges.
The remaining balance of the deposit is refunded after the necessary inspections have been completed and applicable charges have been processed.
The amount of the Security Deposit does not constitute a limit on the guest’s financial liability. If the cost of confirmed damage, lost property, additional expenses, or other amounts payable by the guest under the booking conditions and house rules exceeds the Security Deposit, the guest is required to reimburse the corresponding difference.
If the security or payment method provided, including a cheque, cannot be honored, or if the available funds are insufficient to cover the amount due, this does not release the guest from the obligation to reimburse the relevant costs and damage. Badam reserves the right to demand payment of the outstanding amount and, where necessary, to apply to the competent authorities, law enforcement authorities, or the courts, as well as to use other remedies provided by the laws of the United Arab Emirates to protect its rights and recover amounts due.
Additional Services
Refund conditions for payments for additional services, including transfers, additional cleaning, equipment rental, additional amenities, and other services, may differ from the refund conditions for accommodation.
If the relevant service is provided by a third-party provider, refund eligibility may also depend on that provider’s terms.
The applicable conditions are communicated to the guest when the relevant service is ordered or before its purchase is confirmed.
Refund Method
If a refund is approved, it is generally made using the same payment method used for the original transaction, unless another method is required by the circumstances, the payment system, or applicable law.
The actual time for funds to be credited after a refund is issued may depend on the bank, payment system, payment provider, or other organization involved in processing the transaction.
Third-Party Fees and Charges
Where third-party platforms, banks, payment systems, agents, or other intermediaries are involved in the booking or payment, certain commissions or charges may be governed by the terms of the relevant third party.
Badam does not deduct from a refund due to the guest amounts that must be refunded under applicable law.
Refund of Erroneous or Excess Payment
If the guest has been charged incorrectly or a payment has been received in excess of the amount payable under the booking, the guest may contact Badam for verification of the transaction.
Once the overpayment is confirmed, the relevant amount is refundable subject to applicable payment procedures and legal requirements.
Booking Changes, Rescheduling and Transfer
A request to change a booking does not constitute an automatic cancellation of the existing booking and does not guarantee that the requested change can be made.
Changes to stay dates, length of stay, property, guest composition, or other material booking conditions are possible subject to availability and confirmation by Badam or the relevant booking channel.
When dates, property, or other conditions are changed, the booking price may be recalculated based on the rates and conditions applicable to the new dates or selected property. If the new price is higher than the original price, the guest must pay the corresponding difference before the change is confirmed. If the new price is lower, eligibility for a refund of the difference is determined by the conditions of the original rate and the agreed change.
Transferring a booking to another person is permitted only with prior approval and subject to compliance with registration, identification, and other applicable requirements. Badam may request the necessary information about the new guest before confirming such a change.
If the requested change cannot be made or has not been confirmed, the original booking conditions remain in effect, including the applicable cancellation and refund rules.
Refund Processing Time
Once eligibility for a refund has been confirmed, Badam generally initiates its processing within 10–14 banking days, unless another period is established by the terms of the specific booking, the applicable payment procedure, or law.
The time it takes for the funds to actually reach the guest may differ from Badam’s refund-processing time and depends on the payment method used, the issuing bank, the payment system, and other financial intermediaries.
Refund Request
To review a refund request, Badam may request information necessary to identify the booking and verify the payment, including the booking number, guest name, details of the relevant transaction, and other reasonably necessary information.
Requests relating to direct bookings may be submitted to Badam using the contact details published on our website.
For bookings made through a third-party platform or other intermediary, the guest may be required to contact the relevant booking channel.
Applicable Law
This Refund Policy applies subject to the mandatory requirements of the laws of the United Arab Emirates and the applicable regulatory requirements of the Emirate of Dubai.
Nothing in this Policy is intended to limit consumer rights that cannot be limited or excluded under applicable law.
Contact Us
For questions regarding booking cancellation or refunds, please contact Badam Holiday Homes using the contact details published on our website.
Badam Holiday Homes
Dubai, United Arab Emirates