Cancellation Policy

Guests may cancel their reservation free of charge up to 14 days before the scheduled check-in date.

For cancellations made less than 14 days before arrival, the amount paid is generally non-refundable, according to the selected reservation conditions.

However, Mhateria Relais understands that unforeseen events may occasionally affect travel plans. In exceptional circumstances beyond the guest’s reasonable control, including but not limited to:

• government-imposed travel restrictions;
• officially declared emergencies, epidemics or pandemics;
• natural disasters and severe weather events;
• war, terrorism or civil unrest;
• other force majeure events;

Mhateria Relais may, at its sole discretion, offer one of the following:

• a full or partial refund;
• a credit voucher for a future stay;
• a modification of the reservation dates.

Requests under this policy must be supported by appropriate documentation and will be evaluated on a case-by-case basis.

The following situations are generally not considered exceptional circumstances and remain subject to the standard 14-day cancellation policy:

• personal illness or injury;
• changes in personal circumstances;
• transportation delays or cancellations;
• work obligations;
• changes to travel plans;
• cancellation of events for which the reservation was made;
• expired, lost or missing travel documents.

Where approved, refunds will be issued to the original payment method and typically processed within 5–15 business days, depending on the payment provider.

How long does it take to get a refund?
We send refunds immediately upon cancellation and they usually show up within 3-5 days, but sometimes it takes as long as 15 days before they reflect on the original payment method. In some countries, such as Brazil and India, it can take up to 2 months for the refund to arrive.

What if I’m not sure what my reservation’s cancellation policy is or the policy doesn’t appear here?
We occasionally let hosts try new policies that we’re testing. Always refer to your reservation details—accessible for the cancellation policy that applies to your particular stay.