Refunds and Returns Policy
Effective Date: 25th August 2024
Thank you for choosing Lucas Prime Suites, operated by Lucas Prime Ventures Corporation. We strive to provide excellent service and ensure that our customers are satisfied with their experience. This Refunds and Returns Policy outlines the process, conditions, and timeframes for requesting refunds for our service-based products.
1. Scope of Policy
This policy applies to all service bookings made through our website lucasprimesuites.com for short-term stay condominium suites in Cebu. As a service provider, we do not sell physical products, and this policy specifically addresses refunds for our accommodation services.
2. Conditions for Refunds
2.1 Eligibility for Refunds
- Refunds may be issued under the following circumstances:
- Cancellation within the Allowed Period: If you cancel your booking within the specified cancellation period as outlined in your booking confirmation, you may be eligible for a full or partial refund.
- Service Issues: If you experience significant issues with the service provided that cannot be resolved during your stay, you may be eligible for a refund or partial refund, depending on the nature and extent of the issue.
2.2 Non-Refundable Services
- Certain bookings or promotional rates may be non-refundable. These conditions will be clearly stated at the time of booking. Please review the terms of your specific booking carefully.
3. Cancellation Period
- Standard Cancellation: Cancellations made 30 days before the scheduled check-in date will be eligible for a full refund.
- Late Cancellations: Cancellations made less than 30 days of the scheduled check-in date may incur a cancellation fee or be non-refundable, depending on the terms of your booking.
4. How to Initiate a Refund
4.1 Contact Us
- To request a refund, please contact our customer support team via email at [email protected] with the following information:
- Your full name
- Booking reference number
- Reason for requesting a refund
- Any supporting documentation or evidence (if applicable)
4.2 Response Time
- Our customer support team will acknowledge your refund request within 24 hours and will work to resolve the issue within 5-7 business days.
5. Refund Process and Timeframes
5.1 Refund Approval
- Once your refund request is approved, we will notify you via email and begin processing the refund.
5.2 Refund Method
- Refunds will be issued using the original payment method used for the booking. Depending on your payment provider, it may take 7-14 business days for the refund to be reflected in your account.
5.3 Partial Refunds
- If a partial refund is approved, the refund amount will be calculated based on the unused portion of the service or the extent of the issue experienced.
6. Fees and Costs
6.1 Cancellation Fees
- Some bookings may be subject to a cancellation fee, particularly if the cancellation is made outside the standard cancellation period. This fee will be clearly stated in your booking confirmation.
6.2 Processing Fees
- We do not charge additional fees for processing refunds. However, please note that your payment provider may impose fees or charges, which are beyond our control.
7. Specific Service Requirements
7.1 Check-In and Check-Out
- To avoid any disputes or issues, please ensure that you adhere to the check-in and check-out times specified in your booking. Failure to do so may result in additional charges, which are non-refundable.
7.2 Property Care
- Guests are expected to respect the property and its contents. Damages caused during your stay may affect your eligibility for a refund.
8. Contact Information for Customer Support
If you have any questions or need assistance with your refund request, please contact our customer support team:
Lucas Prime Ventures Corporation
Unit 1112 Midpoint Residences, Ines Ouano Road,
Mandaue City, Cebu, Philippines
Email: [email protected]
Our team is committed to providing prompt and helpful assistance to ensure your experience with Lucas Prime Suites is positive.
9. Changes to This Policy
We reserve the right to update or modify this Refunds and Returns Policy at any time. Any changes will be posted on our website and will take effect immediately. We encourage you to review this policy periodically to stay informed of any updates.
10. Governing Law
This Refunds and Returns Policy shall be governed by and construed in accordance with the laws of the Philippines. Any disputes arising under or related to this policy shall be resolved in the courts of the Philippines.