Last Updated: [January 2026]

At P&P Group, we understand that travel plans can change. Our goal is to provide clarity and fairness regarding cancellations. While we strive to offer flexibility, please note that cancellation policies are set by individual hotels and vary by rate plan.

Below is a detailed breakdown of our standard “Flexible Return” guidelines, the specific exceptions you must look out for, and how refund amounts are calculated.

⚠️ Important: You Must Read the Specific Policy Before Booking

Before confirming your reservation, you must expand the “Cancellation Policy” or “Fine Print” section on the booking page. The exact terms for your specific stay are displayed there. This page serves as a general guide to the types of policies we offer.

1. The “Standard Flexible” Policy (Full Refund Window)

For most flexible-rate bookings, we offer a grace period for cancellations.

  • The Rule: You may cancel free of charge up to 16 to 20 days before the property’s local check-in time (00:00).
  • The Variance: However, some properties may offer shorter windows (e.g., 7 days, 3 days, or 24 hours) or longer windows (e.g., 30 days).
  • Your Responsibility: The exact number of days for your booking will be clearly stated in the policy details before you pay.
  • Example: If the policy states “Free cancellation until 20 days before arrival,” and you cancel within that window, you are eligible for a full refund (see Section 4 regarding deductions).

2. The “Partial Refund” Policy (50% Back)

Some properties offer a partially refundable rate, which is often lower than the fully flexible rate.

  • The Rule: If you cancel after the free cancellation deadline, or if specified as the initial terms, only 50% of the total amount will be paid back to you.
  • Important: This calculation is usually based on the total accommodation cost. Always check if the policy states “Partial refund: 50% refund if cancelled” in the terms.

3. The “Non-Refundable” Policy (Strict)

To secure the lowest possible price, many guests choose a “Non-Refundable” or “Safer” rate.

  • The Rule: These bookings are final. If you cancel, do not show up, or leave early, you will not receive any refund.
  • Identification: These rates are clearly marked with a badge reading “Non-Refundable” or “Strict Policy” during the booking process.

4. Understanding Your Refund Amount: The Transfer Commission Deduction

Even when a policy says “Full Refund,” there is a critical administrative detail to understand regarding the final amount returned to you.

All refunds processed by P&P Group are subject to the deduction of non-recoverable payment processing fees.

  • The Deduction: When you initially paid, your bank, credit card company, or digital wallet provider charged us a transfer commission (processing fee) . These fees are never returned to us by the banks when we issue a refund.
  • The Result: The amount credited back to your account will be the total booking cost minus the original payment processing fee. Therefore, the refund will be slightly less than the amount you initially paid.
  • Transparency: This ensures we do not lose money on transactions due to bank policies.

Policy Summary Checklist

To avoid confusion, please check the following before clicking “Book Now”:

  1. The Deadline: Locate the specific date and time (local time) for free cancellation.
  2. The Penalty: Look for keywords like “Non-refundable,” “50% charge,” or “Full refund.”
  3. The Amount: Remember that the final refund will be net of the bank transfer commission.

Need to Cancel?

If you need to cancel a booking, please visit [Link to My Bookings/Manage Booking Page] or contact our customer service team immediately. The time of your request is measured against the property’s local cutoff time (00:00).

Optional Add-on: Example Scenarios for Clarity

  • Scenario A (Standard Refund): You book a stay for €500. The hotel policy says “Free cancellation until 15 Oct.” You cancel on 10 Oct. The hotel refunds P&P Group €500. We refund you €500 minus the €15 bank fee we paid initially. You receive €485.
  • Scenario B (Partial Refund): You book a stay for €200. The policy says “50% refund if cancelled after deadline.” You cancel after the deadline. The hotel refunds us €100. We refund you €100 minus the original €5 bank fee. You receive €95.
  • Scenario C (Non-Refundable): You book a stay for €300 marked “Non-refundable.” You cancel. The hotel retains 100% of the funds. You receive €0.

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