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Guests Refund Policy
Refund Policy
Travel with Confidence. Your peace of mind is our priority.
1. The MajorcaDirect Guarantee
At MajorcaDirect.com, we act as a secure online booking platform. When you book a holiday home or hotel room, your payment is held securely by our systems. This ensures that your funds are protected and only released to the Property Owner according to our verified "How It Works" process".
2. Arrival Protection (24-Hour Window)
If you arrive at your property and encounter a Travel Issue, we are here to help. A "Travel Issue" includes:
- The Owner fails to provide access to the property (e.g., no keys, no contact).
- The property is significantly different from the description (e.g., missing essential rooms or amenities).
- The property is not habitable (e.g., health or safety hazards, lack of clean water).
To be eligible for a refund under this guarantee, you must contact us at [email protected] within 24 hours of check-in.
3. Standard Cancellation Refunds
Deadlines are calculated based on your scheduled Check-in Date.
| Policy Tier | 100% Refund | Step 1 Refund | Step 2 Refund | No Refund |
|---|---|---|---|---|
| Flexible | Up to 7 days before | 50% Refund (7 days to 48 hours) |
— | < 48 hours before |
| Moderate | Up to 14 days before | 75% Refund (14 to 7 days) |
25% Refund (7 days to 48 hours) |
< 48 hours before |
| Strict | Up to 21 days before | 60% Refund (21 to 14 days) |
30% Refund (14 to 7 days) |
< 7 days before |
| Super Strict | Up to 35 days before | 75% Refund (35 to 21 days) |
40% Refund (21 to 14 days) |
< 14 days before |
4. How to Request a Refund
- Notify Us: Send an email to [email protected] stating your booking reference and the reason for the request.
- Documentation: For arrival issues, please include photos or videos as evidence.
- Review: Our local team in Palma will review the case and communicate with the Property Owner to reach a fair resolution within 48 hours.
5. Exclusions
This policy does not cover cancellations due to personal circumstances (e.g., illness, flight delays, or weather). We strongly advise all travellers to purchase Travel Insurance to protect against these unforeseen events.