Refund and Return Policy
Casa Lontano (Hotel) and Lilola (Cafe)
Thank you for choosing Casa Lontano and Lilola. We strive to provide exceptional service to all our guests. Please read our refund and return policy carefully before making any reservations or purchases.
Hotel Rooms Cancellation & Refund:
You can cancel hotel room bookings by contacting our Support helpline as printed on our website.
If a booking has less than 02 room nights:
- More than 48 hours (2 days) before the check-in date: FREE CANCELLATION.
- 0-24 hours before the check-in date: 1 night’s cost will be charged as a cancellation fee.
- In case of no show: The entire booking cost will be charged as a cancellation fee.
If a booking has at least 05 room nights:
- More than 7 days before the check-in date: FREE CANCELLATION.
- 0-7 days before the check-in date: 1 night’s cost will be charged as a cancellation fee.
- In case of no show: The entire booking cost will be charged as a cancellation fee.
Refunds shall be initiated within 48 hours of receiving the request, and the payment will be credited within 10-12 working days.
Cafe Lilola (Food and Beverage):
Order Errors:
If you receive food different from your receipt, please contact us immediately. We will provide the correct food item for pick-up. For credit card payments, you will be refunded the sales price associated with the error and recharged for the new item’s price. For cash payments, adjustments will be made accordingly.
Order Incomplete:
In the rare event of missing items, you may cancel the missed food before preparation without question, and we will refund the amount to your credit card or provide a credit.
Food Dissatisfaction:
Refunds and/or replacement food are available upon request for orders in which the food is incorrect or omitted. Refunds are not provided for dissatisfaction with the taste of the food.
Cancel Order:
We cannot cancel, refund, or give credit for orders once they are prepared. No refunds or credits are provided for non-food items or beverages.
Order Cancelled by Delivery Partner:
In cases where the delivery partner cancels the delivery due to an inability to locate or reach you, you may not be eligible for a refund.
Complimentary Food:
We cannot provide refunds or cash value for any complimentary food items.
Note:
We strive to prepare and package our food to preserve quality, but environmental factors may affect consistency. We cannot issue refunds for items that have been consumed, repackaged, or tampered with.
As a private business, we reserve the right to refuse service to any customer for any reason.
Version 1.0 Date 05/03/2024
- Welcome to Casa Lontano, where we understand that every traveller seeks something unique. Casa Lontano operates as an independent entity, providing personalised and tailored travel experiences beyond standard hospitality. As an online and offline platform specialising in affordable and temporary accommodations, we are dedicated to creating memorable experiences that align with your interests and passions. These terms and conditions apply to all guests or customers making bookings for villas or service apartments through any of our online channels, including our website, mobile application, third-party websites, third-party applications, or offline channels like third parties, advertisements, referrals, etc.
All special offers and promotions are clearly marked. Casa Lontano reserves the right to vary the terms of these offers and promotions based on market conditions or upon hotel requests
