Cancellation & Refund Policy

Effective Date: November 1, 2025 | Last Updated: November 1, 2025

At Rumah Mila, we understand that travel plans can change. This Cancellation Policy outlines the terms for modifying or canceling your reservation, as well as our refund procedures.

1. Standard Cancellation Policy (Flexible)

We offer a flexible cancellation policy to provide peace of mind when booking:

Cancellation Timeframe	Refund Amount	Processing Fee
7+ days before check-in	95% refund	5% processing fee
3-6 days before check-in	50% refund	50% retained
0-2 days before check-in	No refund	100% charged
No-show / After check-in	No refund	100% charged

2. How to Cancel Your Booking

2.1 Cancellation Methods

Submit cancellation requests via:

• Email: bookings@rumahmila.com (preferred)
• WhatsApp: +62 812 3456 7890
• Online: Through the booking platform you used (Airbnb, Booking.com, etc.)

2.2 Required Information

Include in your cancellation request:

• Full name on the reservation
• Booking confirmation number
• Check-in and check-out dates
• Reason for cancellation (optional but appreciated)

2.3 Cancellation Confirmation

• You will receive confirmation within 24 hours
• Cancellation is effective from the time we receive your request, not when you send it
• Save the confirmation email for your records

3. Refund Processing

3.1 Refund Timeline

• Processing time: 5-7 business days from cancellation confirmation
• Refund method: Original payment method used for booking
• Bank processing: May take an additional 3-10 business days depending on your bank

3.2 Processing Fees

The 5% processing fee covers:

• Payment gateway transaction fees
• Administrative costs
• Calendar blocking during your reservation period

3.3 Refund Currency

Refunds are issued in the original payment currency. Exchange rate fluctuations are not our responsibility.

4. Modification Policy

4.1 Date Changes

Modify your reservation dates subject to:

• Availability of your requested new dates
• No modification fees if changed 7+ days before original check-in
• $25 USD modification fee if changed 3-6 days before check-in
• Cannot modify within 48 hours of check-in (must cancel)

4.2 Unit Changes

• Subject to availability
• Price difference applies if upgrading/downgrading
• No fee for lateral moves (same price category)

4.3 Guest Count Changes

• Reducing guest count: No refund for per-person fees
• Adding guests: Additional fees apply, subject to occupancy limits

5. Special Circumstances

5.1 Force Majeure Events

In case of events beyond reasonable control, we offer 100% refund or credit:

• Natural disasters (earthquakes, tsunamis, volcanic eruptions)
• Pandemics or health emergencies (government-mandated travel bans)
• Civil unrest or political instability
• Government-ordered evacuations or closures

5.2 Medical Emergencies

If you cannot travel due to serious illness or injury:

• Provide medical documentation (doctor's note, hospital certificate)
• Submit within 48 hours of cancellation
• Eligible for 75% refund regardless of timing (instead of standard policy)

5.3 Bereavement

In the unfortunate event of a death in your immediate family:

• Provide death certificate or obituary
• Receive 90% refund or full credit voucher (12-month validity)

5.4 Visa Denials

If your visa to Indonesia is denied:

• Provide official visa rejection letter
• Eligible for 80% refund if submitted before check-in

6. Early Departure (Shortened Stays)

6.1 Voluntary Early Departure

• No refund for unused nights if you choose to leave early
• Full payment is non-refundable once check-in has occurred

6.2 Property Issues

If you leave early due to property-related issues:

• Report the issue to us immediately (before leaving)
• Allow us reasonable time (24 hours) to resolve the problem
• If unresolved, we will issue a prorated refund for unused nights

7. No-Show Policy

7.1 Definition

A "no-show" occurs when:

• You do not arrive on your check-in date without prior cancellation
• You fail to contact us by 11:00 PM on check-in day

7.2 Consequences

• 100% charge for the full reservation
• No refund issued
• Reservation automatically canceled

7.3 Late Arrival Grace Period

If you will arrive late (after 8:00 PM), notify us at least 24 hours in advance to avoid no-show classification.

8. Long-Term Stay Cancellations

8.1 Monthly Bookings (30+ nights)

• 30+ days before check-in: 90% refund
• 15-29 days before: 50% refund
• 0-14 days before: 25% refund

8.2 Mid-Stay Cancellation (Long-Term)

• 30-day notice required
• You remain responsible for payment during the notice period
• No refund for already-paid months

9. Third-Party Booking Platforms

9.1 Airbnb, Booking.com, Expedia, etc.

If you booked through a third-party platform:

• Their cancellation policy takes precedence
• Refunds are processed by the platform, not us directly
• Contact the platform's customer service for cancellations
• We will cooperate with platform requests to facilitate refunds

9.2 Discrepancies

In case of policy conflicts, the platform's policy applies for bookings made through them.

10. Weather-Related Cancellations

10.1 Poor Weather

Weather conditions (rain, wind, etc.) do not qualify for refunds, as:

• Weather in Bali is generally good year-round
• Accommodations remain fully functional regardless of weather
• We recommend travel insurance for weather concerns

10.2 Severe Weather Warnings

If official government warnings are issued (tropical storms, tsunamis):

• Full refund or free rescheduling offered
• We will contact you proactively if this occurs

11. Owner's Right to Cancel

11.1 Rare Circumstances

We reserve the right to cancel your booking in rare cases:

• Property damage requiring emergency repairs
• Government orders or legal issues
• Safety concerns
• Fraudulent booking or payment

11.2 Compensation

If we cancel your booking:

• 100% full refund (including all fees)
• Best effort to help find alternative accommodations
• Compensation for price difference (up to $200 USD) if we cancel within 7 days of check-in

12. Refund Exceptions (Non-Refundable Items)

The following are never refunded regardless of cancellation timing:

• Optional services already rendered (airport transfers, tours booked through us)
• Third-party fees (platform fees, travel agent commissions)
• Government taxes if already remitted

13. Dispute Resolution

13.1 First Step

Contact us directly to resolve any refund disputes before escalating:

• Email: disputes@rumahmila.com
• Response time: Within 48 hours

13.2 Credit Card Chargebacks

If you initiate a chargeback:

• We will provide documentation to your bank (booking confirmation, cancellation policy acceptance)
• You may be liable for chargeback fees if ruled in our favor
• Future bookings may be restricted

14. Travel Insurance Recommendation

15. Contact Information

For cancellation or refund inquiries:

• Email: bookings@rumahmila.com
• WhatsApp: +62 812 3456 7890 (24/7 emergency line)
• Phone: +62 361 123 4567 (9:00 AM - 6:00 PM Bali time)

Expected response time: Within 24 hours for cancellations, 48 hours for refund inquiries

16. Policy Changes

This policy may be updated periodically. Your booking is subject to the policy in effect at the time of booking, not future revisions.