Booking and Cancellation Policy

1. Booking confirmation

Your booking is confirmed after the advance payment and the system confirmation.

Before payment we always show the total stay price, the advance payment equal to 30% of the nights, the remaining balance and the cleaning fee due on arrival.

The remaining balance and the cleaning fee are paid on arrival.

2. Non-refundable advance payment and cleaning fee

To confirm your booking, an advance payment of 30% of the accommodation cost is required. The cleaning fee is not included in the advance payment.

If you cancel your booking, the portion equal to 30% of the nights will not be refunded, regardless of when you cancel.

The cleaning fee is not paid at booking and is not retained: it is paid on arrival together with the balance.

No free cancellation period applies.

If you cancel, neither the remaining balance nor the cleaning fee will be charged.

• The exact advance payment is shown in the summary before payment.
• The cleaning fee is shown separately in the summary and is due on arrival.

3. Cancellation by the guest

Cancellation requests must be sent in writing to the contact details in your booking confirmation.

The date and time we receive your request are recorded for cancellation handling.

If you cancel, the portion equal to 30% of the nights is retained; the remaining balance and the cleaning fee are not charged.

Cancellations are handled manually by the host; any refunds required by law are issued manually.

4. No-show

If you do not arrive on the scheduled check-in day without agreeing a later arrival, the booking may be treated as cancelled.

In that case the advance payment is retained and neither the remaining balance nor the cleaning fee is charged.

Delays communicated in good time are handled without automatic cancellation.

5. Early departure

No automatic refund is due for unused nights when an early departure is due to the guest’s personal reasons.

Any mandatory rights under applicable law remain unaffected.

6. Cancellation by the host

If the apartment cannot be made available for reasons attributable to the host, the guest receives a full refund of all amounts paid, without prejudice to any further rights under applicable law.

The guest is informed promptly of the cancellation and the refund arrangements.

7. Payments, cleaning and refunds

Card payments are handled by a secure payment provider: we never store card details.

The cleaning fee is not included in the non-refundable advance payment and is shown separately in the cost summary before payment.

The cleaning fee is paid on arrival and is not charged if you cancel. Any refunds required by law are issued to the same payment method used for the advance payment. The time it takes to appear also depends on your bank or card issuer.

8. How to communicate

Booking and cancellation communications must be sent in writing to unaterrazzasusanpietro@gmail.com or to the contact details in your confirmation.

The date and time the message reaches our inbox is what counts.

We confirm receipt of the request and the outcome in writing.

9. Mandatory rights and governing law

These terms are governed by Italian law, without prejudice to any mandatory rights of the guest under applicable law.

Nothing in these terms is intended to exclude or limit rights that applicable law grants to the guest on a mandatory basis.