Booking, Cancellation & Refund Policy
Clear and transparent terms for bookings, cancellations and refunds processed through VICATOO.
Version 2.0 — Last Updated: April 25, 2026 (Previous v1.0: March 29, 2026)
Definitions
"Booking" means a confirmed hotel reservation made through vicatoo.com. "Free Cancellation" means cancellation without penalty before the deadline shown on the room page at time of booking. "Non-Refundable" means the rate cannot be refunded once the booking is confirmed. "Cancellation Deadline" means the date and time shown on the room page and in your confirmation email, before which you may cancel for free.
Booking Channel
This policy applies to all bookings made through vicatoo.com, including those processed via our booking partners.
Booking Confirmation
A booking is confirmed when you receive a confirmation reference number. Confirmation details — including the cancellation deadline — are sent to the email address provided at checkout.
Payment
Payment Processing
Payments are processed through secure third-party providers (e.g., Stripe). VICATOO does not store payment card details on its servers.
Charge Timing
Payment may be collected at time of booking or at a later date, as indicated during checkout.
Currency
Prices are displayed in the currency shown at checkout. The final charge is in the currency confirmed at the time of payment.
Confirmation & Receipt
A booking confirmation and receipt will be sent to your email address immediately after payment.
Special Requests
Special requests (e.g., high floor, extra bed) are forwarded to the hotel and are subject to availability.
Rate Types & Cancellation Terms
Each room on VICATOO displays its cancellation terms clearly before you pay:
• Free Cancellation: You may cancel before the deadline shown on the room page with no charge. The exact deadline (date and time) is displayed on the room page and in your confirmation email. • Non-Refundable: Offered at a lower price. Once confirmed, this rate cannot be cancelled or refunded. • The cancellation terms that apply to your booking are always shown before payment and included in your confirmation email. You will never encounter cancellation terms for the first time at checkout.
How to Cancel or Modify
To cancel a booking: 1. Go to "My Bookings" in your account dashboard. 2. Select the booking and follow the cancellation steps. 3. Or contact [email protected] with your booking reference number. Date modifications may be possible subject to availability. Contact our support team to check options for your new dates.
No-Show
If you do not check in and have not cancelled your booking before the cancellation deadline, a no-show charge equal to the full booking amount may apply, depending on the hotel's policy.
Early Departure
If you check out before the scheduled departure date, the hotel may charge for the remaining nights. Contact our support team before checking out if you need to change your stay.
Refunds
Approved refunds are returned to the original payment method used at checkout. Processing time is typically 5–14 business days, depending on your bank or payment provider. VICATOO does not control bank processing times.
Taxes & Fees
Displayed prices include applicable fees where stated. Some hotels may charge additional local taxes or resort fees at check-in — these are noted on the room page where known.
Chargebacks
If you initiate a chargeback through your bank or card issuer without first contacting us, we reserve the right to provide all booking documentation to your card issuer to dispute the chargeback. We encourage you to contact [email protected] first — most issues can be resolved within 48 hours.
Hotel-Initiated Cancellations
In rare cases, a hotel may cancel a confirmed booking (e.g., overbooking, closure, force majeure). In such cases, we will:
1. Notify you immediately via email and WhatsApp. 2. Offer a full refund of any charges paid. 3. Assist in finding alternative accommodation in the same area at the same or lower rate (subject to availability).
Travel Insurance Recommendation
We strongly recommend purchasing travel insurance to cover unforeseen circumstances (illness, flight cancellations, weather disruptions, etc.) that may fall outside the scope of this policy or hotel-specific cancellation terms.
Data Protection
For data protection rights related to your booking (GDPR, CCPA, KSA PDPL, UAE Federal Decree-Law 45/2021), see Section 17 of our Privacy Policy.
Booking Issues
If you notice an error in your booking (wrong dates, wrong room, wrong name), contact [email protected] as soon as possible with your booking reference. We will do our best to correct it before check-in.
Check-in Requirements
Bring a valid photo ID (passport or national ID) to check-in. Some hotels may also request the payment card used for booking.
Complaints
For issues during your stay, contact [email protected] with your booking reference. We will assist in liaising with the hotel on your behalf.
Limitation of Liability
VICATOO acts as an intermediary between guests and hotels. We facilitate the booking but do not own or operate the hotels. Our liability is limited to the amount paid for the affected booking through our platform.
Force Majeure
In exceptional circumstances beyond reasonable control (natural disasters, pandemics, government restrictions, war), VICATOO will make reasonable efforts to assist with rescheduling or refunds where the hotel or booking partner makes such options available.
EU Consumer Rights Notice
Under EU consumer protection law, the right of withdrawal for distance contracts does not apply to accommodation services with a specific date or period of performance (Directive 2011/83/EU, Article 16(l)). This means hotel bookings with fixed check-in dates are exempt from the 14-day cooling-off period. Your cancellation rights are governed by the rate type you selected (Free Cancellation or Non-Refundable) as described above.
Governing Law
This policy is governed by the laws of the State of Delaware, United States. For EU residents, mandatory consumer protection laws of your country of residence also apply where applicable.
Contact Us
Email: [email protected] Response time: Within 2 business hours during working hours. Available: 24/7 via email and WhatsApp.
Need Help?
To request a cancellation or modification, contact [email protected] with your booking reference number. We typically respond within 2 business hours.
