Pretty Green S.L. — Cancellation and Refund Policy 

This Cancellation and Refund Policy applies to direct bookings made with Pretty Green S.L. unless a different cancellation policy has been expressly agreed in writing at the time of booking. 

For bookings made through an Online Travel Agency, booking platform, travel agent, concierge or other third-party channel, the cancellation policy shown on that channel at the time of booking applies.

For direct bookings made through Pretty Green S.L.’s website, by email, by bank transfer, by invoice, by telephone, by WhatsApp or directly with Pretty Green S.L., the following cancellation and refund policy applies. 

The cancellation period is calculated from the date the booking is confirmed, not from the check-in date. 

A booking is considered confirmed once Pretty Green S.L. has accepted the booking and either payment, deposit, payment authorisation or written confirmation has been received. 

If the Guest cancels the booking within ninety calendar days of the booking confirmation date, the Guest will be charged a cancellation fee equal to fifty percent of the total reservation cost. 

If the Guest cancels the booking more than ninety calendar days after the booking confirmation date, the Guest will be liable for one hundred percent of the total reservation cost, and no refund will be due. 

For the avoidance of doubt: 

• cancellation within 90 calendar days of booking confirmation = 50% cancellation fee;
• cancellation more than 90 calendar days after booking confirmation = 100% cancellation fee;
• the 90-day period is calculated from the booking confirmation date, not the check-in date;
• the cancellation fee applies to the total reservation cost, not only to amounts already paid.
  

If the Guest has paid more than the applicable cancellation fee at the time of cancellation, Pretty Green S.L. will refund the amount paid above the applicable cancellation fee, subject to any outstanding amounts owed. 

If the Guest has paid less than the applicable cancellation fee at the time of cancellation, the Guest remains liable to pay the difference between the amount already paid and the applicable cancellation fee. 

Cancellations must be made in writing by email. A cancellation is only valid once received and acknowledged in writing by Pretty Green S.L. 

Refunds, where due, will be made to the original payment method where possible, including credit card, debit card, bank transfer or the payment method used for the booking. 

For payments made by bank transfer, or where a refund by bank transfer is required, the Guest must provide valid bank account details. 

Refunds may take up to thirty days to be processed from the date Pretty Green S.L. receives the written cancellation request and, where applicable, any required refund details. 

If the booking was made through an Online Travel Agency, booking platform, travel agent, concierge or third-party channel, the cancellation policy, refund rules, payment terms, platform service fees, modification rules and dispute process shown on that channel at the time of booking shall apply. 

Where the platform’s cancellation policy conflicts with Pretty Green S.L.’s direct-booking cancellation policy, the platform cancellation policy shall apply to the cancellation and refund calculation. 

Platform service fees, commissions, card charges, exchange-rate differences, currency conversion charges and other third-party charges may be non-refundable depending on the platform’s own rules. 

Pretty Green S.L. is not responsible for refunding amounts charged, retained or controlled by the platform, payment provider, bank, travel agent, concierge or other third-party provider. 

The Guest is responsible for their own flights, visas, passports, health requirements, travel arrangements, personal circumstances and insurance. 

Flight cancellations, airline disruption, illness, change of plans, personal emergencies, travel warnings, fear of travel, geopolitical events, war, strikes, transport disruption, airport disruption or circumstances outside Pretty Green S.L.’s control do not automatically entitle the Guest to a refund outside the applicable cancellation policy. 

This does not affect any mandatory consumer rights that cannot legally be excluded. 

Pretty Green S.L. strongly recommends that all Guests purchase suitable travel insurance covering cancellation, illness, medical issues, accidents, flight disruption, travel restrictions, personal circumstances, geopolitical events, war-related disruption, force majeure events, lost or stolen belongings, personal liability and other unforeseen circumstances. 

Failure to obtain travel insurance does not alter the applicable cancellation policy.