DRAFT FOR LEGAL REVIEW — DO NOT PUBLISH
REISENBOOKING — CANCELLATION AND REFUND POLICY
Proposed copy: 10 November 2026. Confirm the live cancellation and refund mechanisms before publication.
1. Booking-specific rules control the rate
Cancellation entitlement and penalties depend on the selected accommodation, room, arrival date and supplier rate conditions shown before the customer confirms payment. The confirmation should preserve the applicable deadline, time zone, non-refundable conditions, no-show penalty and any other material limitation. If a booking offers free cancellation, the customer must cancel in accordance with the displayed deadline. The website must present these conditions before payment; a generic policy cannot override the specific agreed rate or mandatory consumer rights.
2. How to request cancellation
Use the cancellation function made available for the confirmed booking, if present, or contact the Reisenbooking support channel named in the booking confirmation. Include the booking reference and the name of the main guest; do not email full payment-card numbers or unnecessary identity documents. A cancellation request sent to an incorrect hotel or third-party channel may not be processed by Reisenbooking. We will identify the effective cancellation time and confirm the outcome when the supplier acknowledges it.
3. Cancellation before hotel confirmation
A payment authorisation is not proof that a hotel booking has been confirmed. If the supplier rejects an attempted booking or no reservation is created, the authorisation should be released; if payment was already captured, any amount not lawfully owed must be returned. Card issuers control when a released authorisation ceases to appear as pending. Do not submit a second booking/payment attempt while the first transaction's outcome is uncertain without checking its status.
4. Confirmed refundable rates
Where the specific rate permits cancellation without penalty until a stated deadline, the qualifying cancellation should give rise to the refund required by that rate and applicable law. Some rates permit partial refunds, impose penalties after a deadline, or do not refund unused nights. Check the rate conditions for the exact charge and cancellation window before submitting the request. The accommodation's local time zone may determine the deadline if expressly disclosed.
5. Non-refundable reservations and no-shows
A rate identified as non-refundable may remain chargeable after cancellation or non-arrival unless the rate terms, supplier agreement or mandatory law provides otherwise. Late arrival, shortened stays, failure to present required documents, and no-shows can trigger property-specific charges. Where a material issue is caused by the accommodation provider, statutory remedies may still apply regardless of the rate label.
6. Modifications
Date, guest-name, room-type and occupancy changes are subject to availability and acceptance by the responsible accommodation provider. The revised price and any penalties must be presented and accepted before a material change is committed. Making a request does not change an existing booking until the change is confirmed. In some cases the existing booking must be cancelled under its own conditions and a new one made.
7. Who refunds, how and when
The party responsible for charging the customer and issuing the refund must be identified in the booking and payment records. Approved refunds should ordinarily be returned to the original payment method where practicable and legally appropriate. Processing and visibility times vary with the provider, card network and issuing bank. Publish only an operationally verified refund timetable; do not promise a fixed number of days that the actual provider cannot meet. Any deduction must follow the disclosed rate or applicable law. Currency conversion differences and issuer fees may affect the amount shown by the customer's bank.
8. Supplier cancellation or unavailability
If the hotel or supplier cancels a confirmed booking, informs us that it cannot supply the agreed accommodation, or provides materially different services, the customer's rights depend on the binding contract and applicable consumer law. We will assist with the available remedy and will not treat an unconfirmed alternative as accepted without the customer's agreement where one is required.
9. No general 14-day withdrawal for dated hotel stays
For accommodation reserved for a specific date or period, the standard German consumer distance-contract withdrawal right generally does not apply under Section 312g(2)(9) BGB. This does not cancel the hotel rate's own free-cancellation right or other mandatory statutory remedies. Where a different service or a package arrangement is sold, its separate legal regime may apply and must be described in the relevant offer.
10. Complaints and disputed charges
Contact the booking support channel promptly with the reference, dates and relevant correspondence. Do not submit sensitive card details in support messages. A card chargeback is governed by the issuer/network process and does not itself decide the underlying booking contract. Nothing in this policy limits non-excludable consumer rights.
PUBLISHING CHECKLIST: verify actual cancellation endpoint, customer-service channel, GoGlobal and other supplier deadlines and statuses, no-show treatment, who is merchant of record, Stripe capture/refund settlement behaviour, currency/exchange disclosure and handling of uncertain confirmations. Test these against a confirmed rate and a refundable rate before publishing.