PALATELOCAL

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CANCELLATION AND REFUND POLICY

Overview of the Policy

This Cancellation and Refund Policy (“Policy”) governs cancellations and refunds relating to bookings of home-cooked meal experiences (“Experiences”) made on Palatelocal (the “Platform”). The Platform facilitates Experiences between individual hosts (“Hosts”) and guests (“Guests”).

This Policy forms an integral part of the Terms and Conditions applicable to Hosts and Guests and is binding on all users. The objective of this Policy is to ensure fairness, transparency, and reliability for both Hosts and Guests.

For Hosts

This section outlines the rules, obligations, and consequences related to Host-initiated cancellations.

Hosts are strongly discouraged from canceling confirmed bookings due to the inconvenience caused to Guests and potential disruption to Platform operations.

Restriction on Host-Initiated Cancellations

All confirmed bookings must be honored in full. Hosts may cancel a confirmed booking only under the following exceptional circumstances:

  • Force Majeure Events, including but not limited to natural disasters, fire, government orders, lockdowns, medical emergencies, or other unforeseen events beyond the Host’s control that make the Experience unsafe or unviable
  • Situations posing a genuine and immediate safety or health risk to the Host or Guests

The Host bears the burden of proving the existence of such exceptional circumstances.

Penalties for Hosts

If a Host cancels a confirmed booking for reasons other than those stated above, or repeatedly cancels bookings, Palatelocal may impose one or more of the following penalties:

  • Publication of an automated cancellation review or notation on the Host’s profile
  • Deduction of a cancellation fee from future payouts
  • Temporary or permanent suspension of the Host’s account

These penalties are cumulative and do not limit Palatelocal’s other legal rights.

Host-initiated cancellations may negatively impact Host performance metrics, including visibility, ratings, and ranking on the Platform.

In all cases of Host cancellation, affected Guests will receive a full refund and may be issued credit points as a goodwill gesture.

Host Obligations in Case of Cancellation

In the event of any cancellation, the Host must:

  • Promptly notify Palatelocal through designated communication channels
  • Inform all affected Guests without delay
  • Provide valid reasons and supporting documentation, if requested

Disclaimer and Limitation of Liability (Hosts)

All liability arising from Host-initiated cancellations rests solely with the Host. Palatelocal shall not be responsible for claims, losses, or damages arising from such cancellations, except for processing refunds paid through the Platform.

If a Guest cancels a booking, Palatelocal shall not be liable for any resulting loss of income to the Host.

For Guests

This section outlines the rules and consequences related to Guest-initiated cancellations.

Deemed Cancellation

If a Host does not confirm a booking within 24 hours of a Guest submitting a booking request, the request shall be deemed automatically canceled.

Non-Refundable Bookings

All bookings are non-refundable once payment is made, except as specified below or unless otherwise stated by the Host at the time of booking.

No refunds will be issued if:

  • The Guest is a no-show
  • The Guest arrives late or is unable to attend
  • The Guest fails to comply with Host instructions
  • The Guest is dissatisfied due to personal taste or change of mind

Limited Refunds

Guests are eligible for a full refund if:

  • The Host cancels a confirmed booking
  • The Experience is canceled due to a Force Majeure Event
  • There is an immediate and genuine safety or health risk

Once a booking is confirmed, the following refund timelines apply:

  • Cancellation less than 24 hours before the Experience: No refund
  • Cancellation between 24 and 48 hours before the Experience: 50% refund
  • Cancellation more than 48 hours before the Experience: 100% refund

* Refund timelines are subject to modification at the sole discretion of the Platform.

Credit Points

In cases of Host cancellations, Guests may receive credit points as a goodwill measure. Credit points:

  • May be used for future bookings
  • Are non-transferable
  • Cannot be redeemed for cash

Host Account Suspension or Termination

If a Host’s account is suspended, delisted, or terminated, all future bookings with that Host shall be canceled. Guests will receive refunds in accordance with this Policy.

Guest-Related Cancellations and Misconduct

If a Guest engages in misconduct, fraud, or policy violations:

  • The Guest account may be suspended or terminated
  • All current and future bookings may be canceled
  • Payments already made may be forfeited

Guests will have no claims against Palatelocal or Hosts arising from such actions.

Exceptional Circumstances Affecting Guests

If a Guest cannot attend due to exceptional personal circumstances (such as medical emergencies or travel restrictions), the Guest must promptly notify Palatelocal and provide reasonable documentation.

Refunds in such cases will be assessed on a case-by-case basis, and Palatelocal’s decision shall be final.

Refund Processing

All refunds shall be processed through the same payment method used at the time of booking.