1. Purpose
This Refund & Cancellation Policy explains how cancellations, refunds, credits, and booking changes are handled when using the Palmera platform.
Because Palmera partners with independent businesses, each Provider establishes its own cancellation and refund policy. These policies are displayed to users before a reservation or booking is confirmed.
By completing a booking through Palmera, you acknowledge and agree to the applicable Provider’s cancellation and refund policy.
2. Provider Cancellation Policies
Each Provider on Palmera is responsible for determining its own:
cancellation deadlines;
refund eligibility;
modification policies;
no-show policies; and
rescheduling terms.
These terms are displayed during the booking process and may differ from one Provider to another.
3. Reservations vs. Purchases
Certain bookings made through Palmera are reservation-only and do not require payment through the platform.
For reservation-only bookings:
Palmera does not process payments.
Refunds are generally not applicable.
Any cancellation or reservation questions should be directed to the Provider unless otherwise indicated.
For bookings that require payment through Palmera, the applicable Provider’s cancellation and refund policy will govern the transaction.
4. Cancellation by the User
If you choose to cancel a booking, your eligibility for a refund, partial refund, credit, or rescheduling will depend entirely on the Provider’s published cancellation policy.
If a refund is approved, it will generally be processed back to your original payment method.
Processing times may vary depending on your payment provider or financial institution.
5. Cancellation by the Provider
If a Provider cancels a confirmed booking, Palmera will work with both parties to determine the most appropriate resolution.
Depending on the circumstances, this may include:
a full refund;
rescheduling;
booking an alternative experience;
or platform credit, where agreed.
6. Exceptional Circumstances
Palmera may, at its sole discretion, review refund requests involving exceptional circumstances, including but not limited to:
duplicate charges;
verified technical errors;
fraudulent transactions;
bookings that cannot reasonably be fulfilled;
or other extraordinary situations.
Nothing in this section guarantees a refund.
7. Platform Fees
Where applicable, service fees charged by Palmera may be non-refundable unless otherwise required by applicable law or expressly stated during checkout.
8. No-Shows
If you fail to arrive for a booked experience without cancelling in accordance with the applicable Provider’s policy, you may not be eligible for a refund.
No-show policies are determined by each Provider and are displayed before booking.
9. Booking Changes
Requests to modify:
dates;
times;
number of guests;
experiences; or
other booking details
are subject to the Provider’s availability and policies.
Palmera cannot guarantee that modifications will be possible after a booking has been confirmed.
10. Chargebacks
Users are encouraged to contact Palmera before initiating a payment dispute or chargeback with their financial institution.
Palmera reserves the right to suspend or terminate accounts involved in fraudulent or abusive chargeback activity.
11. Palmera Points
If a booking is cancelled and refunded, any Palmera Points earned from that transaction may be reduced, reversed, or removed from the user’s account.
If Palmera Points were redeemed as part of the booking, they may be restored only in accordance with the applicable refund outcome.
12. Contact Us
If you have questions regarding a cancellation or refund, please contact:
Palmera SupportEmail: palmeraexp@gmail.com Website: palmeraexp.com