Refund Policy

February 2, 2025 Last edition

At VaraderoParadise, we understand that unexpected situations may arise. Our refund policy is designed to be fair to both our guests and the hosts using our platform in Cuba. As intermediaries, we strive to facilitate the best possible experience, although our responsibility is limited in certain aspects, as detailed below.

1. Reasons for Offering a Refund

VaraderoParadise will offer refunds under the following main circumstances:

• Host Cancellations: If a host cancels a confirmed reservation, a full refund will be provided to the guest.
• Property Issues Preventing the Stay: If the reserved property has significant issues preventing the stay (e.g., lack of essential services, unsanitary conditions, undisclosed severe damages), a refund will be evaluated based on the severity of the issue.
• Errors in Booking by VaraderoParadise: If an error attributable to our platform results in an incorrect or unfeasible reservation, a full refund will be provided.
• Force Majeure Events: In exceptional or force majeure circumstances preventing the stay (see Section 6 for details).
• Misleading Advertising or Inaccurate Description: If the property significantly differs from the provided description (e.g., incorrect number of rooms, different location, unavailable promised services).
• Check-in Failures: If the guest cannot access the property at the agreed time due to the host’s lack of response or unresolved access issues.
• Security Concerns: If the guest has valid reasons to believe the property is unsafe (e.g., defective locks, immediate risk situations).
• Unavailable Essential Services During Stay: If essential services like water, electricity, or advertised internet are unavailable for an extended period and not reasonably resolved.
• Unauthorized Reservation Changes: If the host makes substantial unauthorized changes (e.g., property switch, reduced services).
• Local Disasters or Health Emergencies: If unforeseen situations occur at the destination (e.g., disease outbreaks, official evacuations) that make the stay impossible.

2. Guest (Tenant) Cancellations

We offer refund options and flexibility for guests needing to cancel under the following conditions:

• Partial Refund (First 48 Hours): If a guest cancels within 48 hours of the initial booking, a partial refund will be provided. This refund is subject to a deduction to cover the original transaction processing fees. Refunds will be issued using the original payment method.
• Reservation Change (First 48 Hours): Within 48 hours of booking, guests may also change their reservation to another available property on VaraderoParadise, subject to availability and potential price adjustments.

Full Refund (First 30 Days):

• Cash Payments: If the cancellation occurs at least 30 days before the reservation start date, a full refund in USD will be provided, which must be collected at one of our locations in Cuba.
• Electronic Transactions: If the refund is processed via the original payment method, transaction processing fees will be deducted.

Non-Refundable Reservations: If the accommodation service has been provided and the guest is dissatisfied with the property, no refund will be issued. This is because VaraderoParadise acts as an intermediary between guests and hosts and cannot be held responsible for the specific quality of each property, which is managed directly by the host.

3. Host Cancellations

Full Refund: If a host cancels a confirmed reservation, the guest may choose from the following options:

• Cash Payment: A full refund in USD, to be collected at one of our locations in Cuba.
• Electronic Transaction: A refund through the original payment method, subject to transaction processing fee deductions.
• Alternative Accommodation: Guests may also choose to change their reservation to another available property on VaraderoParadise, subject to availability and potential price adjustments.

4. Properties Failing to Meet Described Expectations

Limited Responsibility of VaraderoParadise: As intermediaries, VaraderoParadise is not directly responsible for the quality of services offered by hosts or the exact correspondence of the property to each guest’s expectations. Property quality and description are the host’s responsibility.

Situation Assessment: If a guest believes the property significantly deviates from the provided description, they must contact us immediately with the following evidence for evaluation:

• Photos and videos demonstrating the discrepancies.
• Detailed testimonies explaining the issues.

Possible Solutions and Refunds: Based on the evidence provided and the severity of the issue, VaraderoParadise may consider the following actions:

• Allow the host time to resolve the issue.
• Offer a partial refund if the problem significantly affects the stay but does not render it entirely unfeasible.
• Offer a full refund in extreme cases where the property substantially differs from the listing and the stay is unacceptable.

5. Refund Request Process

To request a refund, the guest must follow these steps:

Contact Us: Reach out to VaraderoParadise via our email at [email protected] or WhatsApp.

Provide Information: Include the following details in the refund request:

• Full guest name.
• Reservation number details.
• Detailed reason for the refund request.
• Supporting documentation (if applicable, such as photos, videos, etc.).

Review Timeline: VaraderoParadise commits to reviewing and processing refund requests within 24 hours of receiving all necessary information.

Decision Communication: The refund decision will be communicated to the guest via email or WhatsApp.

Refund Method: Refunds will preferably be issued through the original payment method or via bank deposit if necessary. Full cash refunds for cancellations made 30 days in advance will be provided at our locations in Havana.

6. Exceptional or Force Majeure Circumstances

Definition of Force Majeure: VaraderoParadise considers “force majeure” to be unforeseeable and unavoidable events preventing the reservation’s fulfillment, including but not limited to: natural disasters (hurricanes, earthquakes, floods), travel restrictions imposed by the Cuban government, border closures, or national emergencies.

Eligibility for Refund: In cases of force majeure directly affecting the reservation, VaraderoParadise will evaluate the situation and may offer refunds or booking flexibility, even if these circumstances fall outside the standard cancellation policy. Each case will be assessed individually.

7. Dispute and Disagreement Management

Mediation Process: In case of disputes or disagreements related to refund requests, VaraderoParadise will act as a mediator between the guest and the host, seeking a fair and equitable solution for both parties under this refund policy framework.

Final Decision Criteria: The final decision on a refund in case of a dispute will rest with VaraderoParadise, based on the evaluation of the evidence provided, the terms of this refund policy, and a commitment to fairness and excellent customer service. Our priority is always to facilitate a fair and transparent resolution.