Eligibility

Refund eligibility is determined by the rate plan selected at booking and by the Booking and Cancellation Policy. Some fees may be non-refundable, as disclosed before payment.

Approval

Approved refunds are processed to the original payment method. Where the original card is no longer active, alternative arrangements are made in line with the payment provider's requirements.

Timing

We initiate an approved refund promptly. Bank and card processing times vary and are outside our control. Guests are advised to allow up to 10 business days for a refund to appear on their statement, and longer for some international cards.

Partial refunds

Where a partial refund applies, non-refundable amounts and any documented deductions are itemised on the refund confirmation.

Operator-initiated refunds

Where Harbour & Palm cancels a booking, a full refund is offered unless the guest opts for relocation.

Disputes

If you believe an amount has been charged incorrectly, contact reservations before raising a card-issuer dispute. Card-issuer disputes may delay the resolution and can result in the reservation being placed on hold.