Effective as of: August 25, 2021
These terms and conditions govern California Grand Properties, Inc.’s policy for refunds (“Refund Policy”). The Refund Policy applies in addition to our Terms and Conditions. The Refund Policy is available to guests who book and pay for an accommodation with California Grand Properties, Inc. and suffer a Travel Issue (as defined below).
By using the calproperties.com as a guest, you are indicating that you have read and that you understand and agree to be bound by this Refund Policy.
- Travel Issue
A “Travel Issue” means any one of the following:
(a) California Grand Properties, Inc. (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the guest with the reasonable ability to access the accommodation (e.g. does not provide the keys and/or a security code).
(b) at the start of the guest’s booking, the accommodation: (i) is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) contains safety or health hazards that would be reasonably expected to adversely affect the guest’s stay at the accommodation in California Grand Properties, Inc.’s judgment, or (iii) has vermin or contains pets not disclosed in the Listing.
- The Refund Policy
If you are a guest and suffer a travel issue, you are covered by this policy as follows:
Up to 24 hours after check-in. If you report a travel issue up to 24 hours after check-in, we agree, at our discretion, to either (i) reimburse you the amount paid by you, or (ii) use our reasonable efforts to help you find and book for any unused nights left in your booking another accommodation which is reasonably comparable to or better than the accommodation described in your original booking in terms of size, rooms, features and quality. California Grand Properties, Inc. shall decide whether an issue reported by a guest qualifies as a travel issue, whether to reimburse or rebook a guest who suffers a travel issue, and whether an alternate accommodation is comparable or better.
More than 24 hours after check-in. If you report a travel issue more than 24 hours after check-in, we agree, at our discretion, to either (i) reimburse you up to the total fees depending on the nature of the travel issue suffered, or (ii) use our reasonable efforts to help you find and book another accommodation for any unused nights left in your booking which is reasonably comparable to the accommodation described in your original booking in terms of size, rooms, features and quality.
California Grand Properties, Inc.’s decisions under the Refund Policy are final and binding on guests but do not affect other contractual or statutory rights you may have. Any right that you may have to initiate legal action remains unaffected.
- Conditions for making a Claim
To submit a valid claim for a travel issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:
(a) you must be the guest that booked the accommodation;
(b) you must report the travel issue to us in writing or via telephone within 24 hours of discovering the existence of the travel issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the accommodation and the circumstances of the travel issue;
(c) you must respond to any requests by us for additional information or cooperation on the travel issue within the time specified by California Grand Properties, Inc.;
(d) you must not have directly or indirectly caused the travel issue (through your action, omission or negligence);
(e) unless otherwise specified by California Grand Properties, Inc., or California Grand Properties, Inc. advises you that the travel issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the travel issue with California Grand Properties, Inc.
(f) in order to receive a reimbursement of total fees or assistance with booking an alternative accommodation, you must agree to vacate the accommodation. If you choose to stay in the accommodation, you may still qualify for a partial refund at California Grand Properties, Inc.’s discretion as described in this policy (regardless of whether you reported the travel issue up to 24 hours after check-in).
- General Provisions
5.1 No Assignment/No Insurance. This Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the guest, and the guest has not paid any premium in respect of the Refund Policy. The benefits provided under this Refund Policy are not assignable or transferable by you.
5.2 Modification or Termination. California Grand Properties, Inc. reserves the right to modify or terminate this Refund Policy, at any time, in its sole discretion. If California Grand Properties, Inc, modifies this Refund Policy, we will post the modification on our website or provide you with notice of the modification and California Grand Properties, Inc. will continue to process all claims for travel issues made prior to the effective date of the modification according to the then applicable policy.
5.3 Entire Agreement. This Refund Policy constitutes the entire and exclusive understanding and agreement between California Grand Properties, Inc. and you regarding the Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between California Grand Properties, Inc. and you regarding the Refund Policy.
- Contacting California Grand Properties, Inc.
If you have any questions about the Refund Policy, please email us at firstname.lastname@example.org