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Refund Policy – Our Plain language commitment to you

As part of our commitment to our customers and guests we offer a full 5 day refund on all reservations made with us. This is in excess of the requirements made by EU law for all accommodation payments and is made as good will gesture to our guests.

This refund is payable by the same means as your payment and will be made subject to any bank charges levied which are outside of our control.

Refunds will be issued within 30 days of cancellation.

You must cancel in writing and a reply from us must be obtained to ensure that we have received the cancellation. In the event of a dispute you should contact us first and if you have not received a written reply by email or post within 10 days you should contact us again. Please address all correspondence to SPAMSTOPinfo@goldcivil.com – When emailing please delete the SPAMSTOP prefix from your email or it will not reach us.

Mark all cancellations clearly in the subject bar with the name of the guest, date of booking and any reference number.

If you wish to cancel more than 7 days after placing your reservation our policy is to deduct a minimum of £40 per transaction unless it is due to negligence on our part or failure to supply the goods or services that you have ordered in which case 100% is refundable.

Acts of God or deliberate fraud on your behalf will not entitle you to a refund.

The company will have no responsibility or liability for any contracts made with third party suppliers during your transaction eg if you hire a car or mobile phone or purchase tickets as part of your booking you will need to contact the supplier to obtain any refunds due to you.

Cancellation after 7 days will only be refunded at the discretion of the company and all non-residential payments are 100% non refundable except in the circumstances outlined above.

Part Payment of a booking will be taken to mean that you have entered into a binding contract with the company and you will remain liable for the costs outlined in the booking you made originally.