Last updated: 2026.

1. Where the terms come from

Harbour & Palm arranges accommodation supplied by third parties. Cancellation terms are set by the accommodation provider and vary by property, by dates and by the arrangement offered. We do not operate standardised rate plans and we do not publish generic cancellation tiers, because doing so would misrepresent terms we do not control.

2. You always see the terms before you commit

Your written quotation states, before you accept anything:

• the date and time by which you can cancel without charge, if such a deadline exists;
• what is payable if you cancel after that deadline;
• whether any part of the arrangement is non-refundable from the outset;
• which party holds your money and therefore processes any refund;
• the time zone used to calculate deadlines (normally the property's local time).

If a quotation does not make these clear, ask us before accepting. Do not commit to anything you do not understand.

3. Cancelling

Send cancellations in writing to management@harbourandpalm.online, quoting your quotation reference and dates. The effective time is when we receive your written request. We confirm receipt in writing and tell you what the provider's terms mean for your money.

4. No-shows and early departure

Failure to arrive is normally treated as a cancellation on the day of arrival. Leaving early does not normally entitle you to a refund of the remaining nights. Where a provider's terms differ, your quotation says so.

5. Changes instead of cancellation

Requests to move dates or change occupancy are requests, not rights. We put them to the provider, and tell you their answer in writing, including any price difference. Nothing changes until you confirm acceptance.

6. If the provider cancels

If the accommodation becomes unavailable, we tell you promptly, seek a comparable alternative and set out any price difference in writing. If no acceptable alternative exists, we support your refund claim against whoever holds your money. Our own agency fee, where charged, is refunded in full in this situation.

7. Force majeure

Where a stay cannot proceed because of events beyond reasonable control, outcomes depend on the provider's terms and any applicable law. We will tell you honestly what is available rather than promise an outcome we cannot deliver.

8. Related policies

See the Refund Policy for how refunds are processed, and the Support page for escalation and complaints.