Refund Policy

Last Updated: January 2025

IMPORTANT: This Refund Policy applies to all services provided by Lilaccrestvilla, including hotel accommodations, dining, spa services, and other amenities. Please read this policy carefully before making a reservation or purchase. Gaming and casino activities are subject to separate gaming regulations and are generally non-refundable.

1. Overview

At Lilaccrestvilla, we strive to provide exceptional service and guest satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for various services at our luxury casino hotel resort located at 2/77 Jane Causeway, Lake Brycen, NSW 2975, Italy.

By making a reservation or purchasing services, you agree to the terms of this Refund Policy.

2. Hotel Accommodation Refunds

2.1 Standard Cancellation Policy

Cancellation Timeframe	Refund Amount	Processing Time
More than 7 days before arrival	100% refund	5-7 business days
4-7 days before arrival	50% refund	5-7 business days
48-72 hours before arrival	25% refund	5-7 business days
Less than 48 hours before arrival	No refund (charged for one night)	N/A
No-show	No refund (charged for entire stay)	N/A

2.2 How to Cancel

To cancel a hotel reservation and request a refund, you may:

Call our reservations department at +6801775756
Email us at lilaccrestvilla@hotmail.com with your confirmation number
Use the cancellation link in your confirmation email
Contact the third-party booking platform if booked through an external site

Cancellation confirmation number: You will receive a cancellation confirmation number as proof of your cancellation request.

2.3 Non-Refundable Rates

Special promotional rates and packages may be non-refundable. These rates are clearly marked as "Non-Refundable" at the time of booking and offer a discounted price in exchange for a non-cancellable, non-refundable commitment.

Non-refundable reservations cannot be cancelled, modified, or refunded under any circumstances, including but not limited to:

Personal emergencies
Illness or medical reasons (unless covered by travel insurance)
Flight cancellations or delays
Changes in travel plans

2.4 Special Events and Peak Periods

During special events, holidays, and peak seasons, stricter cancellation policies may apply:

Cancellations may require 14-30 days advance notice
Reduced refund percentages may apply
Full prepayment may be required and non-refundable

Specific policies will be clearly communicated at the time of booking.

3. Early Departure Refunds

Early departure policy: If you check out earlier than your scheduled departure date:

No refund will be issued for unused nights unless due to circumstances within our control
Early departure fees may apply as specified in your rate terms
Exceptions may be made at management's discretion for emergencies with proper documentation

4. Casino Gaming and Gambling

4.1 Non-Refundable Gaming Activities

IMPORTANT: All casino gaming activities, wagers, and gambling transactions are FINAL and NON-REFUNDABLE. This includes:

Slot machine play
Table games (blackjack, roulette, poker, baccarat, etc.)
Sports betting
Tournament entry fees
Chip purchases

4.2 Disputed Gaming Transactions

In the event of a disputed gaming transaction:

Disputes must be raised immediately with casino floor management
CCTV footage and game logs will be reviewed
The decision of casino management is final
Gaming regulatory authorities may be consulted for resolution
Refunds will only be issued if a system error or malfunction is confirmed

4.3 Loyalty Program Credits

Loyalty program points, credits, and rewards are non-transferable and non-refundable. They hold no cash value and cannot be exchanged for money.

5. Dining and Food Service Refunds

5.1 Restaurant Reservations

Restaurant reservation deposits are refundable if cancelled at least 24 hours in advance
Cancellations within 24 hours may forfeit the deposit
No-shows will forfeit the full deposit amount

5.2 Food and Beverage Purchases

Refunds for food and beverage services may be issued in the following circumstances:

Incorrect orders or preparation errors
Food quality issues (must be reported immediately)
Service failures within our control

Refund requests must be made during your visit. Retroactive refund requests will not be honored.

6. Spa and Wellness Services

6.1 Spa Appointment Cancellations

Cancellation Timeframe	Refund Amount
More than 24 hours before appointment	100% refund or credit
12-24 hours before appointment	50% refund or full credit
Less than 12 hours before appointment	No refund (charged full amount)
No-show	No refund (charged full amount)

6.2 Spa Packages

Prepaid spa packages are valid for 12 months from purchase date
Partial refunds are not available for unused portions of packages
Package services cannot be transferred to other guests

7. Event Tickets and Entertainment

7.1 Event Cancellations by Lilaccrestvilla

If we cancel an event or entertainment show:

Full refund of ticket price will be issued automatically
Refunds will be processed within 10 business days
We are not responsible for related expenses (travel, accommodations booked elsewhere, etc.)

7.2 Guest-Initiated Cancellations

Event tickets are generally non-refundable
Resale or transfer of tickets may be permitted (contact us for details)
Exceptions may be made at management's discretion

8. Gift Cards and Vouchers

Gift cards and vouchers are non-refundable
They may be used for any services at Lilaccrestvilla (except casino gaming)
Gift cards do not expire unless required by law
Lost or stolen gift cards cannot be replaced or refunded

9. Refund Processing

9.1 Refund Methods

Refunds will be issued using the original payment method:

Credit card refunds: 5-10 business days
Debit card refunds: 7-14 business days
Bank transfers: 10-15 business days
Cash payments: Refunded via check or bank transfer

9.2 Processing Fees

Certain refunds may be subject to administrative processing fees:

Credit card processing fees (typically 2-3%) may be deducted from refunds
International transaction fees may apply for foreign currency refunds
Bank transfer fees may be deducted from refund amounts

9.3 Currency and Exchange Rates

For international bookings:

Refunds are processed in Euros (€)
Currency conversion will use the exchange rate at the time of refund, not original booking
Exchange rate fluctuations are not our responsibility

10. Exceptions and Special Circumstances

10.1 Force Majeure

In cases of force majeure events (natural disasters, pandemics, government restrictions, etc.):

We will work with guests on a case-by-case basis
Options may include credits, reschedule assistance, or partial refunds
Full refunds may be offered at management's discretion

10.2 Service Failures

If we fail to provide services as promised due to our fault:

Full or partial refunds will be issued as appropriate
Compensation may include service credits or future stay discounts
Issues must be reported during your stay for immediate resolution

10.3 Medical Emergencies

For documented medical emergencies:

Refund requests will be considered with proper medical documentation
Travel insurance claims should be filed when applicable
We recommend purchasing travel insurance for protection

11. Third-Party Bookings

If you booked through a third-party platform (online travel agencies, booking sites, etc.):

Refund requests must be submitted to the third-party platform
Their cancellation and refund policies apply
We cannot process refunds for third-party bookings directly
Contact the booking platform's customer service for assistance

12. Chargebacks and Disputes

CHARGEBACK POLICY:

If you initiate a chargeback or payment dispute with your credit card company:

We will provide documentation supporting the charge to your card issuer
Legitimate charges will be disputed
Fraudulent chargebacks may result in legal action
You may be banned from future bookings

Please contact us directly at +6801775756 before initiating a chargeback so we can resolve any issues.

13. Travel Insurance Recommendation

We strongly recommend purchasing travel insurance to protect your investment in case of:

Trip cancellations due to illness or emergency
Travel delays or interruptions
Medical emergencies during your stay
Other unforeseen circumstances

Travel insurance may provide coverage for situations where our refund policy does not apply.

14. How to Request a Refund

14.1 Refund Request Process

To request a refund, please follow these steps:

Contact us as soon as possible at +6801775756 or lilaccrestvilla@hotmail.com
Provide your confirmation number and booking details
Explain the reason for your refund request
Submit any required documentation (medical records, etc.)
Wait for review and decision (typically 3-5 business days)

14.2 Required Information

When requesting a refund, please provide:

Full name and contact information
Reservation or confirmation number
Original booking date and payment method
Detailed explanation of refund request
Supporting documentation (if applicable)

15. Refund Limitations

The following are NOT eligible for refunds:

Change of mind or plans (unless within standard cancellation period)
Dissatisfaction not reported during your stay
Weather conditions or external factors beyond our control
Personal preferences regarding room views, location, or amenities
Noise from other guests or casino operations (inherent to casino hotel environment)
Self-inflicted damages or policy violations

16. Modification of Refund Policy

Lilaccrestvilla reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy in effect at the time of your booking will apply to your reservation.

17. Contact Us

For refund requests or questions about this policy, please contact us:

Lilaccrestvilla Refunds Department
Address: 2/77 Jane Causeway, Lake Brycen, NSW 2975, Italy
Phone: +6801775756
Email: lilaccrestvilla@hotmail.com
Website: https://lilaccrestvilla.com
Hours: Monday-Sunday, 9:00 AM - 6:00 PM (CET)

ACKNOWLEDGMENT: By making a reservation or purchasing services at Lilaccrestvilla, you acknowledge that you have read, understood, and agree to this Refund Policy.