Refunds Policy
At PondFreakyBlue, we strive to provide you with the best possible experience when booking hotels and resorts in New Zealand. While we aim to ensure that your stays are as enjoyable as possible, we understand that sometimes situations arise that may require a refund. This Refunds Policy outlines the circumstances under which we process refunds and how we handle requests.
1. Booking Confirmation and Payments
When you make a booking through PondFreakyBlue, you are entering into an agreement with the hotel or resort that you select. Payments for bookings are processed securely, either through third-party payment providers or directly by the hotel. Please be aware that PondFreakyBlue acts as an intermediary, and your payment is subject to the terms and conditions of the hotel or service provider.
2. Refund Eligibility
Refunds for bookings made through PondFreakyBlue will be subject to the following conditions:
Hotel-Specific Refund Policies: Each hotel or resort listed on PondFreakyBlue has its own cancellation and refund policies. You are required to review these policies during the booking process. Refund eligibility is typically based on the hotel’s cancellation terms, which may include deadlines for cancellations and the amount refunded.
Non-Refundable Bookings: Some hotels or special rates may offer non-refundable bookings. These rates are typically cheaper but do not allow for a refund if the booking is cancelled. Please check the hotel’s specific terms carefully before confirming your booking.
Booking Modifications: If you wish to modify your booking (such as changing dates or the number of guests), you must contact the hotel directly. Modifications may be subject to availability and additional charges. Refunds may not be available for changes unless explicitly stated in the hotel’s policy.
Refunds for Overcharges or Errors: If there was an error with the price or charge of your booking (such as an overcharge or booking error), you may be eligible for a refund. Please contact us at [email protected] to report any discrepancies.
3. How to Request a Refund
If you believe you are eligible for a refund, please follow these steps:
Contact the Hotel Directly: For most booking-related issues, you should first contact the hotel or resort directly. They will be able to assist with cancellations or refunds as per their policies.
Contact PondFreakyBlue: If you encounter issues with your booking or need further assistance, please reach out to our customer support team at [email protected]. Include your booking reference number and a detailed explanation of the issue.
Refund Request Timing: Refund requests must be submitted within the time frame allowed by the hotel’s cancellation policy. If you contact us after the cancellation window has passed, we may not be able to process your refund.
4. Processing of Refunds
If your refund request is approved, the processing time can vary depending on the hotel and payment method used. Refunds typically take between 5-10 business days to process. The funds will be returned to the original payment method, though this may vary depending on the payment processor or financial institution involved.
Please note that PondFreakyBlue cannot control the processing times of third-party payment providers, and we recommend checking with them directly if you have concerns about timing.
5. Exceptions to Refunds
Certain bookings may be non-refundable due to special promotions, discounted rates, or certain hotel-specific policies. These terms are clearly marked during the booking process, and we recommend carefully reviewing the terms and conditions of each hotel before confirming your reservation.
Refunds may not be available in the following circumstances:
If you fail to cancel your booking within the designated cancellation period.
If you did not attend or check-in to your booked hotel (no-show).
For bookings made under special offers or non-refundable rates.
6. Force Majeure and Unforeseen Circumstances
In the event that a hotel is unable to honor your booking due to circumstances beyond their control (such as natural disasters, pandemics, strikes, or other force majeure events), they may offer alternative accommodations or a partial refund. PondFreakyBlue will work with the hotel to ensure that you are appropriately accommodated, but we are not responsible for external events that impact your travel plans.
7. Contact Us
If you have any questions about our Refunds Policy or need assistance with a refund request, please contact us at:
Email: [email protected]
We aim to respond to all inquiries promptly and assist you in resolving any issues related to your booking.
