This Refund and Cancellation Policy outlines the terms under which refunds, cancellations, and rescheduling may occur when booking a short-term rental through Lutnod.com. Our aim is to provide clarity and protection for both guests and property owners from our portfolio.
1. Standard Cancellation Terms
Unless otherwise stated in the property’s specific terms, the following standard policy applies:
a. Free Cancellation Period
- Cancellations made 14 days or more before the check-in date are eligible for a full refund, excluding non-refundable service fees (if applicable).
b. Partial Refund
- Cancellations made between 13 and 7 days before check-in are eligible for a 50% refund of the rental amount.
c. No Refund
- Cancellations made less than 7 days before check-in are non-refundable, unless covered under force majeure or extenuating circumstances (see Section 4).
2. Non-Refundable Bookings
Some properties offer discounted non-refundable rates. These bookings cannot be canceled or refunded under standard conditions, except in specific force majeure situations outlined below.
3. Early Departure or No-Show
- Early departures (before the booked check-out date) are non-refundable.
- A no-show (guest does not arrive and does not notify us) is considered a cancellation without notice and is not eligible for a refund.
4. Force Majeure & Extenuating Circumstances
We understand that uncontrollable events may impact your travel plans. In such cases, Lutnod.com may offer a refund, rebooking, or credit under the following force majeure or extenuating circumstances, provided they can be documented:
- Natural disasters (e.g., avalanches, floods, wildfires)
- Government travel restrictions or border closures
- War, civil unrest, or terrorism in the rental region
- Epidemics or pandemics (only when new government measures directly prevent travel)
- Sudden property unavailability due to damage or safety hazards
- Serious illness, injury, or death of a guest or immediate family member
Proof (e.g., medical certificates, government advisories) may be required. Refunds in such cases are assessed individually and may include:
- Full refund
- Partial refund
- Credit for future stays (valid for 12 months)
5. Property Issues Upon Arrival
If upon check-in the property is found to be:
- Significantly different from the listing description
- Unsafe or uninhabitable
- Inaccessible due to local circumstances
Please contact Lutnod.com within 24 hours of arrival. We will work to:
- Resolve the issue promptly
- Offer an alternative property
- Issue a partial or full refund, depending on severity
6. Changes by Property Owners
If a property owner must cancel or modify your reservation prior to check-in due to emergencies (e.g., maintenance issues, double booking), we will:
- Attempt to rebook you in a similar property at no additional cost
- Offer a full refund if no suitable replacement is found
7. How to Request a Cancellation or Refund
All refund or cancellation requests must be submitted in writing to:
📧 claims@lutnod.com
Please include your booking reference number, travel dates, and explanation for your request.
8. Processing Time
Refunds (when approved) are typically processed within 7–10 business days, depending on your payment method and financial institution.