Cancellation & Refund Policy
Summary
Cancellation Policy
This Cancellation Policy sets out the rules governing the cancellation of bookings made through the online Ora Rooms platform operated by ORA ROOMS LLC, the refund of payments, and the rights and obligations of the Guest, Host, and Platform in connection with booking cancellations.
1. General Provisions
1.1. Ora Rooms is an online platform through which Guests can find and book short-term accommodation properties, while Hosts can publish information about accommodation properties offered by them and accept bookings.
1.2. Cancellation terms may vary depending on the cancellation conditions established by the Host for a particular accommodation property and the specific terms of the relevant booking.
1.3. Before confirming a booking, the Guest is provided with the cancellation terms applicable to that booking. By making a booking, the Guest confirms that they have reviewed and accepted those terms.
1.4. Cancellation terms may not restrict any mandatory rights of the Guest provided by the laws of the Republic of Armenia.
2. Cancellation by the Guest
2.1. The Guest may cancel a booking made by them through the Ora Rooms platform via the relevant section of their personal account, unless otherwise provided by the terms of the particular booking.
2.2. The amount refundable to the Guest upon cancellation is determined in accordance with the cancellation terms previously published for the relevant booking and accepted by the Guest at the time of booking.
2.3. If the terms of the booking provide for a full or partial refund, the relevant amount will be refunded to the Guest in accordance with the applicable payment system and refund procedures.
2.4. If the booking terms provide for a non-refundable payment or retention of funds upon cancellation, this circumstance must be clearly disclosed to the Guest before the booking is made.
2.5. Upon cancellation, only amounts whose retention is provided for by the applicable booking terms and permitted by applicable law may be withheld from the amount paid by the Guest.
3. Refunds
3.1. If the Guest is entitled to a full or partial refund, the refundable amount shall be calculated in accordance with the terms of the relevant booking.
3.2. Refunds will generally be made using the same payment method used for the original payment, unless the requirements of the applicable payment system or law provide otherwise.
3.3. The processing time for a refund may depend on the bank, payment service provider, or payment system. Ora Rooms does not guarantee a specific technical processing time for refunds by third parties.
3.4. If payment was made in a currency different from the currency of the refund, any difference resulting from currency conversion may depend on the exchange rate and terms applied by the relevant bank or payment service provider.
4. Cancellation by the Host
4.1. The Host is obliged to honor a confirmed booking and provide the Guest with the booked accommodation property in accordance with the booking terms.
4.2. The Host should not cancel a confirmed booking without a justified reason or request the Guest to cancel a booking due to circumstances arising on the Host's side.
4.3. If the Host cancels a confirmed booking, Ora Rooms may, in accordance with the applicable terms and law:
provide a full or applicable partial refund of the amount paid by the Guest;
where possible, assist the Guest in finding alternative accommodation;
apply measures against the Host as provided by the platform's terms.
4.4. If the Host's cancellation is caused by force majeure or other circumstances for which the Host cannot reasonably be held responsible, the situation shall be assessed taking into account the specific circumstances and applicable law.
5. Changes to Dates or Length of Stay by the Guest
5.1. A change to the booking dates or other material terms constitutes a booking modification and does not automatically constitute a cancellation.
5.2. A booking modification may be made only where technically possible and where permitted by the terms of the relevant booking and accommodation property.
5.3. If the price changes as a result of a change to the booking dates, the amount payable by the Guest or refundable to the Guest shall be recalculated in accordance with the modified booking terms.
6. No-show
6.1. If the Guest does not arrive on the scheduled check-in date and does not cancel the booking, such situation may be treated as a βNo-show.β
6.2. In the event of a No-show, the refund terms shall be determined by the cancellation terms previously established for the relevant booking, taking into account the Guest's rights under the laws of the Republic of Armenia.
7. Cancellation Due to Property Non-Conformity or a Material Problem
7.1. If, upon the Guest's arrival, the accommodation property materially fails to correspond to the conditions presented during the booking process, its description, or the material terms of the confirmed booking, the Guest may contact Ora Rooms to seek resolution of the issue.
7.2. Depending on the circumstances and applicable terms, the following solutions may be considered:
remedying the issue;
offering alternative accommodation;
full or partial cancellation of the booking;
full or partial refund;
another solution agreed upon by the relevant parties.
7.3. Where possible, the Guest should notify Ora Rooms of the issue as soon as reasonably practicable and provide relevant information or materials supporting the circumstances.
8. Cancellation by Ora Rooms
8.1. Ora Rooms may cancel a booking where necessary to comply with applicable law, a court order, or a requirement of a competent authority; to ensure safety; to prevent fraud; where there are reasonable grounds to suspect an unlawful payment; in the event of a material technical error; or due to a material violation of the platform's terms.
8.2. If a booking is cancelled by Ora Rooms and, as a result, the Guest does not receive the relevant service, any refund shall be handled taking into account the reason for cancellation, the booking terms, and applicable law.
9. Priority of Booking-Specific Cancellation Terms
9.1. The cancellation terms applicable to a particular booking are provided to the Guest before the booking is confirmed.
9.2. Once a booking has been confirmed, the cancellation terms presented to and accepted by the Guest at the time of booking shall apply, except where the parties subsequently agree to modify them or applicable law provides otherwise.
10. Compliance with Applicable Law
10.1. This Cancellation Policy shall be applied in accordance with the applicable laws of the Republic of Armenia.
10.2. Nothing in this Policy shall be interpreted as limiting or excluding any rights granted to the Guest by applicable law.
10.3. If any provision of this Policy conflicts with a mandatory provision of the laws of the Republic of Armenia, the applicable legal provision shall prevail, while the remaining provisions shall continue to apply to the extent permitted by law.
11. Support and Complaints
11.1. The Guest or Host may contact Ora Rooms' support service regarding booking cancellations, refunds, or other related matters through the communication channels indicated on the platform.
11.2. Where possible, a request should include the booking number, a description of the issue, and the information necessary for its consideration.
11.3. Ora Rooms shall review requests within a reasonable period, taking into account the nature of the issue, the information provided, and applicable legal requirements.