1. General
We strive to ensure customer satisfaction with every purchase and booking. This Refund Policy outlines the conditions under which refunds may be granted for Booking (product or service) purchased through our platform. Refunds are subject to supplier approval and their policy shown at checkout/confirmation.
2. Eligibility for Refunds
Refunds are available under the following circumstances:
• Service cancellations made within the specified cancellation window.
• Duplicate or erroneous transactions resulting from technical errors.
• Service unavailability, where we are unable to deliver the booked service due to unforeseen events or force majeure.
To be eligible for a refund, you must provide proof of purchase (e.g., order confirmation or payment receipt).
3. Cancellation and Refund Timeline
• Customers may cancel their bookings/orders within 5 days of purchase for a full refund only if the booking is refundable, and supplier policy allows cancellation.
• Refund requests made after the cancellation period may not be eligible, except in exceptional circumstances.
• Approved refunds will be processed within 7 business days, depending on your payment method and financial institution.
4. Non-Refundable Items and Services
Certain products or services are non-refundable, including but not limited to:
• Service/processing/payment gateway fees are non-refundable unless required by law.
4.1 Hotel Bookings (Non-Refundable in these cases)
Hotel bookings are not refundable when:
• Cancellation is made after the free cancellation deadline (if any).
• You do not check in (no-show) or leave early.
• The booking is affected by rate restrictions (promotional/discounted rates that don’t allow refunds).
4.2 Tours / Activities (Non-Refundable in these cases)
Tours, tickets, and activities are not refundable when:
• The booking is marked “Non-Refundable” or “No Cancellation.”
• Cancellation happens within the operator’s cut-off window (example: 24/48/72 hours before starting time).
• You missed the tour start time (late arrival/no-show).
5. Refund Process
To request a refund:
1. Contact our support team at info@welcomein.site
2. Provide your order/booking details and the reason for your request.
3. Our team will review your request and respond within 2-3 business days.
6. Company-Initiated Cancellations
We reserve the right to cancel a booking or order in circumstances beyond our control, such as:
• Force majeure events (e.g., natural disasters, government restrictions).
• Technical or operational issues affecting service delivery. In such cases, you will receive either a refund or an alternative arrangement if applicable.
7. Purchases Made Through Partner Websites
If you purchase our products or services through a partner or third-party website, please note that their own cancellation and refund policies may apply. In such cases, you must contact the partner's website directly to request a refund, as we may not have access to their payment systems or transaction records. We are not responsible for any delays, policies, or actions taken by third-party vendors regarding your refund.
8. Contact Information
For any questions regarding this Refund Policy or your specific transaction, please contact us at:
Email: info@welcomein.site
Phone: +61490927754
Address: 1 Binnet St, Pemulwuy NSW 2145