Cancellation Policy

Cancellation Policy — Royal Farms

Last updated: June 2025

At Royal Farms, we understand that plans can change. That is why we have established a clear and fair cancellation policy that protects the rights of both guests and owners. Please read this policy carefully before completing any booking, as agreeing to the cancellation terms is an integral part of the booking process.

1. Core Principles

• Each property has its own specific cancellation policy set by the owner, displayed clearly on the property page and at checkout; by completing your booking you legally agree to this policy.
• Cancellation periods are calculated in full calendar days remaining before the check-in date, counted in Dubai time (GMT+4).
• A cancellation is only official after it is confirmed in writing via the platform and you receive a cancellation notice. Verbal cancellations or those submitted via social media are not accepted.
• Any applicable cancellation fees are calculated based on the chosen property policy and the platform fees disclosed, and are shown to you in detail before you confirm the cancellation.
• Refunds are processed through the same original payment method.

2. Cancellation of Pending Bookings

3. Guest Cancellation of Confirmed Bookings

When cancelling a confirmed booking, the cancellation policy specific to the property that you agreed to at the time of booking applies. Refund terms are determined by:

• Cancellation timing: The earlier the cancellation (more days before check-in), the greater the refund in accordance with the chosen policy.
• Property policy type: Policies may be flexible, moderate, strict, or non-refundable — clearly stated on the property page.
• Platform fees: Service fees and payment-processing fees are non-refundable in all cases of confirmed-booking cancellations and will be deducted from the refundable amount.

The exact refund amount and applicable fees will be displayed to you before you confirm the cancellation, allowing you to make an informed decision.

4. Owner-Initiated Cancellation

Should an owner be compelled to cancel a confirmed booking, Royal Farms is committed to fully protecting the guest rights:

• The guest receives a full 100% refund of all amounts paid, including service fees.
• An official apology and immediate notification are sent to the guest by email and phone.
• The guest may immediately book an alternative property on the platform once the refund is processed.
• The owner is subject to a financial penalty applied under Royal Farms approved penalty mechanism; this penalty does not affect the guest refund in any way.
• In cases of repeated owner-initiated cancellations, Royal Farms may suspend the owner account or permanently remove their listing.

5. Non-Refundable Situations

No refund shall be issued in the following cases:

• No-Show: If the guest does not arrive on the booking date without prior cancellation via the platform.
• Cancellation after check-in: If the guest requests early departure after check-in.
• Terms violation: If the stay is terminated early by the owner or the platform due to the guest breaching usage rules.
• Non-refundable properties: If the chosen property policy is of the non-refundable type, as clearly disclosed at booking.

6. Cash Payment Booking Cancellation

• Cash bookings not yet confirmed by the owner may be cancelled at no charge — full refund applies.
• When a guest cancels a confirmed cash booking, the property cancellation policy applies.
• Cash refunds are coordinated directly between the guest and the owner under Royal Farms supervision.
• Should an owner cancel a confirmed cash booking, they are obligated to return all collected amounts and are subject to a penalty under the approved policy.

7. Instalment Payment Services (Tabby & Tamara)

• When cancelling a booking paid via instalment services, the refund is processed in accordance with the approved policies of the instalment provider (Tabby or Tamara).
• Royal Farms reserves the right to apply cancellation-processing fees associated with these services, included within the non-refundable fees bloc.
• Instalment payments may continue to fall due during the refund-processing period per the provider terms; Royal Farms bears no responsibility for these timelines.

8. Exceptional Circumstances (Force Majeure)

In officially documented force majeure situations — such as natural disasters, government decisions restricting movement or closing borders, or declared public health emergencies — Royal Farms reserves the right to assess each case individually under its full discretionary authority and may override standard policies in the guest favour. Please contact our support team immediately upon the occurrence of such circumstances, and prior to the booking date.

9. Official Cancellation Process (Step-by-Step)

Only cancellations submitted via the following official channels are legally recognised:

1. Log in to your account on the Royal Farms platform.
2. Go to Dashboard → My Bookings.
3. Select the booking you wish to cancel and click the Cancel Booking button.
4. Review the refund amount and applicable fees displayed to you.
5. Confirm the cancellation — the official cancellation time is the moment of this confirmation.
6. A confirmation message will be sent to your registered email address and phone number.

Notice: Cancellation requests submitted by phone, social media, or direct email are not accepted. Only cancellations processed through the platform are official.

10. Refund Processing Timelines

• Credit and Debit Cards (Visa / Mastercard): Refund completed within 5 to 14 business days from cancellation confirmation.
• Tabby: Refund processed per Tabby approved policy; may take up to 14 business days.
• Tamara: Refund processed per Tamara approved policy; may take up to 14 business days.
• Cash Payments: Coordinated with the owner under Royal Farms supervision within a reasonable timeframe.
• Royal Farms is not responsible for any delays originating from banks, credit card companies, or payment service providers after the refund has been processed on its end.

11. Loyalty Points and Referral upon Cancellation

• Loyalty points used in a cancelled booking are automatically returned to your balance in accordance with the approved loyalty programme terms.
• If a referral reward was received in connection with a cancelled booking, Royal Farms reserves the right to reclaim that reward in accordance with the approved referral policy.

12. Royal Farms Right to Cancel

Royal Farms reserves the right to cancel any booking and return the full amount to the guest in the following cases:

• Inability to provide the service due to circumstances beyond the platform or owner control.
• Substantiated force majeure situations.
• Discovery of a material breach by the guest or owner of the terms of use.
• Any other reason Royal Farms deems necessary to protect the rights of the contracting parties or the integrity of the platform.

13. Contact and Cancellation Support

For any booking enquiry, assistance with cancellation procedures, or dispute cases, please contact the Royal Farms support team via our Contact Us page. Our team will respond to your enquiry within 24 business hours.