1. About this Policy

This Cancellation and Refund Policy (the “Policy”) explains how cancellations, booking modifications, no-shows, disrupted stays, and refunds are handled for accommodation booked through Locanda Homes (“Locanda Homes,” “we,” “us,” or “our”).

This Policy forms part of our Terms and Conditions. It should be read with the cancellation, modification, refund, and no-show conditions displayed for the specific booking and our Privacy Policy.

Nothing in this Policy limits a cancellation, refund, replacement, compensation, or other right that cannot lawfully be excluded under the laws and regulations of the Kingdom of Saudi Arabia.

2. Who sets the cancellation conditions

Locanda Homes sets the cancellation conditions for every property offered through the Platform, including properties operated by Locanda Homes and properties operated by an independent accommodation provider.

The conditions applicable to a booking will be displayed before payment and repeated in the booking confirmation. They form part of the booking contract accepted by the customer.

If this general Policy conflicts with the booking-specific cancellation conditions, the booking-specific conditions accepted before payment take priority for that booking. Mandatory rights under Saudi law always remain protected.

3. Rate types and cancellation deadlines

A booking may offer one or more of the following rate types:

• Free cancellation: eligible for a full refund when cancelled within the stated free-cancellation period;
• Partially refundable: eligible for the percentage or amount shown, or subject to the fixed cancellation charge shown; or
• Non-refundable: not eligible for a refund after the disclosed non-refundable point, except where this Policy or applicable law requires otherwise.

The exact cancellation deadline, date, time, time zone, refundable amount or percentage, fixed charge, point at which a rate becomes non-refundable, and no-show conditions may vary by property, rate, and booking. These details must be shown before payment and in the booking confirmation.

Saudi e-commerce law does not provide an automatic seven-day change-of-mind right for an accommodation booking where the statutory accommodation exception applies. The booking-specific conditions therefore govern voluntary cancellation, subject to mandatory Saudi tourism and consumer rights.

4. How and when to cancel

A customer may request cancellation through:

• My Stays in the customer account;
• email at support@locanda-homes.com;
• phone at +966 575 555 885; or
• WhatsApp at +966 575 555 885.

The customer must provide enough information for Locanda Homes to identify and verify the booking. A request sent only to a property or another third party does not cancel the booking unless Locanda Homes confirms it.

A cancellation becomes official only when Locanda Homes reviews the request and sends a cancellation confirmation by email. Locanda Homes will review and confirm a complete cancellation request within 24 hours after receiving it.

If Locanda Homes confirms the cancellation within that 24-hour period, the confirmation time determines the applicable cancellation charge—even if the request was submitted before an earlier deadline. If Locanda Homes does not confirm the request within 24 hours, the time Locanda Homes originally received the complete request will determine the cancellation charge. This prevents a Locanda Homes processing delay beyond 24 hours from reducing the customer's refund entitlement.

5. Cancellation confirmation

The cancellation-confirmation email will state:

• the booking reference;
• the official cancellation date and time;
• the booking-specific cancellation rule applied;
• any cancellation or no-show charge retained;
• the approved refund amount;
• the refund method; and
• the expected processing timeframe.

A confirmed cancellation cannot be reversed. If the customer wishes to stay after cancellation, a new booking must be made at the availability, price, and conditions then offered.

6. Calculating cancellation charges and refunds

For a free-cancellation booking, no cancellation charge applies when the cancellation becomes official within the stated free-cancellation period.

For a partially refundable booking, the disclosed refundable percentage, fixed charge, or other booking-specific calculation applies.

For a non-refundable booking, the amount becomes non-refundable at the point disclosed before payment. A non-refundable rate does not remove any refund or alternative-accommodation right required by Saudi law or expressly provided by this Policy.

Locanda Homes does not charge a separate booking, service, cancellation-processing, or modification-administration fee. Only the price difference and booking-specific charges clearly disclosed before payment may apply.

7. No-shows and late arrival

If a guest does not arrive and does not cancel, the booking-specific no-show charge displayed before payment and in the booking confirmation will apply.

The property will be held until the arrival deadline stated in the booking confirmation. If the guest neither arrives nor contacts Locanda Homes by that deadline, the remaining stay may be cancelled and treated as a no-show under the booking-specific conditions.

Guests who expect to arrive after the stated time should contact Locanda Homes as soon as possible. Notice of late arrival does not change the booking unless Locanda Homes confirms the arrangement.

8. Early departure and unused nights

If a guest checks in but leaves before the booked check-out date, unused nights are refundable only when the booking-specific conditions allow it or Saudi law requires it.

Leaving early does not itself cancel the remaining stay or create an automatic refund. The guest should contact Locanda Homes before departure so that any available remedy can be assessed.

9. Booking modifications

A customer may request changes to dates, property, room or unit type, or guest details. Changes are subject to availability, the applicable booking conditions, and any disclosed charges.

The original booking remains valid until Locanda Homes confirms the modification by email. If a requested change is not available or is not accepted, the original booking remains unchanged unless the customer separately cancels it under the applicable conditions.

If an approved modification increases the price, the customer must pay the difference before the change is completed. If it decreases the price, the difference will be refunded according to the modified booking's conditions. Promotional discounts may be recalculated based on the new dates, property, rate, or eligibility rules.

Bookings may not be transferred or resold. Guest details may be changed only through Locanda Homes, subject to the booking conditions and any applicable charges.

10. Refund amounts and promotional discounts

An eligible refund is calculated from the amount actually paid after applying any promotional discount. A promotional code has no cash value and is not automatically restored after cancellation.

For a partial cancellation or refund, Locanda Homes will calculate the refundable accommodation amount, applicable charge, and attributable taxes for the affected portion. No undisclosed refund-processing fee will be deducted.

11. VAT and mandatory taxes

VAT and mandatory taxes attributable to a refunded amount will also be refunded or adjusted in accordance with Saudi tax law. Where required, Locanda Homes or the legally responsible supplier will issue a credit note or other compliant tax document and adjust the original tax invoice.

VAT or another tax legally applicable to a valid cancellation charge or retained amount may remain payable. Locanda Homes will not describe all taxes as non-refundable and will apply the tax treatment required for the relevant transaction.

12. Refund method and buy-now-pay-later payments

Eligible refunds will be returned to the original payment method. If that is technically impossible, Locanda Homes may arrange another lawful method after verifying the customer and payment details.

For Tabby, Tamara, or another buy-now-pay-later method, the refund will be processed through the same provider. The provider will cancel or adjust the customer's instalment schedule in accordance with its own terms and processing time.

13. Refund initiation and provider processing time

Locanda Homes will initiate an approved refund within seven business days after confirming the cancellation or refund, unless Saudi law requires an immediate or shorter timeframe.

For this Policy, “business days” means official working days in Saudi Arabia, excluding Fridays, Saturdays, and Saudi public holidays.

After Locanda Homes initiates the refund, the customer's bank, card issuer, digital wallet, Tabby, Tamara, or another payment provider may need additional time to credit or adjust the funds. That external processing period is outside Locanda Homes' direct control.

Locanda Homes refunds the amount eligible under the booking conditions. Exchange-rate differences, foreign-transaction charges, and fees imposed independently by the customer's bank or payment provider are governed by that provider and are outside Locanda Homes' control.

14. Failed, pending, duplicate, or incorrect payments

A booking is not confirmed when payment fails and no booking confirmation is issued. If an amount appears as pending, it may be a temporary authorisation that the bank or payment provider will release according to its own timeframe.

Locanda Homes will investigate and assist with releasing or refunding any amount actually collected for an unconfirmed booking.

If Locanda Homes or its payment system collects a verified duplicate or excess amount, Locanda Homes will promptly refund that amount in full, including VAT attributable to it, without a cancellation fee.

15. Cancellation by Locanda Homes before check-in

If Locanda Homes cannot provide a confirmed property or agreed accommodation service for a reason not caused by the customer or guests, Locanda Homes will offer:

• an equivalent or better alternative at no additional charge; or
• an immediate, full, fee-free refund if no suitable alternative is available or the customer does not accept the alternative.

Any alternative must be clearly communicated. The customer will not be required to accept a materially inferior or more expensive replacement.

16. A property that becomes unusable after check-in

If a property becomes unusable after check-in and Locanda Homes cannot resolve the issue, Locanda Homes will offer an equivalent or better alternative at no additional charge.

If no suitable alternative is available, or the customer rejects it on reasonable grounds, Locanda Homes will refund the affected unused portion of the stay. Any more specific mandatory remedy under Saudi tourism law will also apply, including remedies for qualifying interruptions of essential services, facility closure, inability to check in, or imminent health and safety risks.

17. Material property problems and delayed reports

If the accommodation materially differs from the confirmed listing or has a serious cleanliness, safety, or maintenance issue, the guest must report it to Locanda Homes as soon as reasonably possible and allow a reasonable opportunity to investigate and resolve it.

Depending on the severity, duration, evidence, and effect on the stay, an unresolved issue may result in correction of the problem, a suitable alternative, a partial refund, a full refund, or another remedy required by law.

Locanda Homes will review a documented complaint submitted after check-out. However, delayed reporting may limit the available remedy because Locanda Homes was not given an opportunity to investigate or resolve the issue during the stay. Delayed reporting does not remove any right that cannot lawfully be waived.

18. Guest-caused disruption and rule violations

The alternative-accommodation and refund remedies in Sections 15 to 17 do not apply when the unavailability, disruption, or termination was caused by the customer, a guest, or another person connected with the booking.

No refund is due for a stay ended because of illegal, dangerous, abusive, fraudulent, or serious rule-breaking conduct, except where the booking conditions or Saudi law require otherwise. The responsible guest may also be charged for verified damage, loss, replacement, exceptional cleaning, or related costs.

19. Emergencies and events outside reasonable control

Locanda Homes may review a documented request for an exception to the normal cancellation conditions in a serious emergency, such as hospitalisation, bereavement, or an official travel restriction. Requests are assessed case by case. Providing evidence does not guarantee a refund unless Saudi law requires one.

Severe weather, government restrictions, utility failures, public emergencies, or other events outside reasonable control will be handled under the booking-specific conditions, directions from competent Saudi authorities, and applicable Saudi law. Locanda Homes will assist affected customers and will not exclude any mandatory refund, alternative, compensation, or other right.

20. Supporting evidence

Locanda Homes may request only the evidence reasonably necessary to assess an exceptional cancellation, property complaint, or refund claim. Depending on the claim, this may include photographs, videos, receipts, medical documentation, official notices, or relevant communications.

Personal information contained in supporting evidence will be handled under the Privacy Policy. Customers should avoid providing unrelated or unnecessary sensitive information.

21. Corporate bookings and separate travel expenses

This general Policy applies to corporate bookings unless a written corporate agreement or booking-specific terms expressly provide different cancellation or refund conditions.

Locanda Homes does not normally reimburse separate expenses such as flights, transportation, visas, event tickets, or other reservations when a booking is cancelled or disrupted, except where Saudi law requires reimbursement or Locanda Homes expressly agrees in writing. Customers should consider flexible arrangements and suitable travel insurance where appropriate.

22. Chargebacks and payment disputes

Customers should contact Locanda Homes before initiating a chargeback or other payment dispute so that the booking and refund eligibility can be reviewed.

A chargeback does not create an additional refund entitlement. Locanda Homes may provide relevant booking, payment, cancellation, communication, and refund records to the bank or payment provider when responding to a dispute.

The customer must not obtain or attempt to obtain both a refund and a chargeback for the same amount. Nothing in this section removes a lawful right to dispute an unauthorised or incorrect charge.

23. Refund notifications, tracking, and support

When a refund is initiated, Locanda Homes will send an email stating the refunded amount, payment method, initiation date, and any available refund reference.

If the refund does not appear within the payment provider's expected timeframe, the customer should contact Locanda Homes with the booking and refund references so support can investigate.

Locanda Homes customer support is available 24 hours a day, seven days a week:

• Email: support@locanda-homes.com
• Phone: +966 575 555 885
• WhatsApp: +966 575 555 885
• Address: Uthman Ibn Affan Road, Al Narjis, Riyadh 13333, Saudi Arabia

Please provide the booking number, contact details, reason for the request, requested remedy, and relevant evidence. If a complaint remains unresolved, the customer may contact the competent Saudi authority, including the Saudi Ministry of Tourism through the Unified Tourism Call Centre at 930, or use another remedy available under Saudi law.

24. Changes to this Policy and governing law

Locanda Homes may update this Policy for future bookings to reflect changes in law, services, payment methods, or operations. The version and booking-specific conditions accepted when an existing booking was completed will continue to govern that booking unless a change is required by law or the customer agrees to a more favourable change.

This Policy and each booking are governed by the laws and regulations of the Kingdom of Saudi Arabia. It may be published in Arabic and English. Both versions are equally authoritative, and Locanda Homes will resolve any inconsistency consistently with the accepted booking conditions and mandatory Saudi law.