Cancellation Policy

  1. How does a cancellation work?

The cancellation policies are selected by the Host of each accommodation. The Host can choose one of three different policies: flexible, moderate or strict cancellation policy.

  1. How to cancel a booking?

In order to ensure a smooth cancellation process, all cancellations must be processed through Vanadis Travel.

If you wish to cancel a booking, please contact Vanadis Travel at support@vanadis.hr.

Cancellations made by the Guest must be communicated in written form. Cancellations must include the booking code and must be sent from the e-mail address which Guest registered with Vanadis Travel in their user profile.

Please note that a cancellation is not official until after you have received a confirmation e-mail from Vanadis Travel. In case of Vanadis Travel's delay in responding, please call us.

Our customer support team will immediately handle your cancellation request and inform your Host. You do not have to take any further action.

  1. If the Guest cancels, how is the refund calculated?

3.1. General regulations

The amount refunded to the Guest is dependent on the time of a booking cancellation and the cancellation policy chosen by the Host.

To ensure a smooth cancellation process, all cancellations must be processed through Vanadis Travel.

The refundable amount depends on the cancellation policy. The respective amount of the cancellation fee is shown in the booking process.

3.2. Individual cancellation policies

Cancellation Policy: Flexible

You will be refunded the total price (minus cancellation fee) if you cancel the booking at least 2 days before check-in by 12 noon CET (Central European Time). For cancellations that are made less than 2 days before check-in, you will be refunded 5% of the total price minus the cancellation fee.

Cancellation Policy: Moderate

You will be refunded the total price minus the cancellation fee if you cancel the booking at least 5 days before check-in by 12 noon CET (Central European Time). For cancellations that are made less than 5 days before check-in, you will be refunded 5% of the total price minus the cancellation fee.

Cancellation Policy: Strict

You will be refunded 50% of the total price minus the cancellation fee if you cancel the booking at least 7 days before check-in by 12 noon CET (Central European Time). For cancellations that are made less than 7 days before check-in, you will be refunded 5% of the total price minus the cancellation fee.

Cancellation fee represents handling and administrative fee and is calculated as 10% of the total payed amount. 

  1. What happens if the Host cancels?

Vanadis Travel takes booking cancellations very seriously as it gives a negative experience to Guests and all involved parties.

In the case of a cancellation by the Host, the Guest will be refunded full price of the booking.

Vanadis Travel will help the Guest find alternative accommodation.

The Host must pay a cancellation fee of 15% of the total price of the booking. The cancellation fee will rise to 50% of the total price if the Host cancels the booking less than 8 days before check-in. If the booking had been accepted and then cancelled within 24 hours after confirmation, the fee will be 5%.

The cancellation fee will be deducted from the Host's next booking.

The Host will not receive a payment from any bookings they have cancelled.

  1. Special cancellation policies

5.1. Bereavement

In the event of bereavement within the family (mother, father, husband/wife, sister, brother, child) between seven days and 24 hours before arrival, the Guest will be refunded the full price. The Host will have no claim to payment. No cancellation fees will be incurred. Less than 24 hours before arriving, the Guest will receive 75% and the Host 25% of the total price. No cancellation fees will be incurred. A death certificate is required as proof.

5.2. Natural disasters and other unforeseeable events

If natural disasters (avalanche, blizzard, cyclone, hurricane, earthquake, flood, landslide, lightning), war, terrorist attacks or nuclear accidents make it impossible for the Host to meet his booking obligations (and he can prove that no alternative, similar accommodation is available) the Guest will be refunded 100% of the total price. No cancellation fees will be incurred. This also applies if means of transportation are damaged and the Guest is unable to reach the accommodation in some other way and can provide evidence of this.

  1. What happens if problems occur after check in?

If you have serious grounds for complaint when checking in, please contact our Customer Support team within 24 hours of your check in. If the accommodation is not as described in the agreement, we will send corresponding complaint to the Host. After reviewing the case, we will deduct the amount to be paid to the Host accordingly and refund the rest to the Guest.

Please note that a refund is possible only if we receive your complaint within 24 hours of checking in.