Refund Policy

Effective Date: January 1, 2024

This Refund Policy outlines the terms and conditions for refunds at Silverstream Retreat. We strive to provide flexibility while maintaining fair business practices. Please read this policy carefully before making a reservation.

1. General Refund Principles

Refund eligibility depends on several factors including:

• The type of rate or package booked
• The timing of cancellation
• Special promotions or terms
• Circumstances surrounding the cancellation

2. Reservation Cancellations

2.1 Standard Flexible Rate

2.2 Non-Refundable Rate

Reservations made at non-refundable rates are not eligible for refunds under any circumstances, except as required by law. These bookings:

• Cannot be cancelled for a refund
• Cannot be modified
• Are charged in full at the time of booking
• Offer lower rates in exchange for flexibility restrictions

2.3 Advance Purchase Rates

Special advance purchase rates have specific cancellation terms:

• Typically non-refundable
• May allow modifications with fees
• Subject to specific terms disclosed at booking

3. Special Packages and Promotions

3.1 Package Deals

Packages including casino credits, dining, spa services, or other amenities may have unique refund terms:

• Partial refunds may apply if only accommodation is cancelled
• Package components may be non-refundable
• Specific terms are provided at the time of booking

3.2 Promotional Rates

Special promotional rates may have modified refund policies as disclosed during the booking process. Always review the specific terms before confirming your reservation.

4. Refund Processing

4.1 Timeline

Approved refunds are processed according to the following timeline:

• Credit Card: 7-14 business days from approval
• Debit Card: 7-14 business days from approval
• Bank Transfer: 10-21 business days from approval
• Third-Party Bookings: According to the third party's terms

4.2 Method of Refund

Refunds are issued to the original payment method used for booking. We cannot process refunds to different cards or payment methods for security reasons.

4.3 Processing Fees

The following fees may apply:

• Cancellation processing fee: €25 (if applicable)
• Third-party booking platform fees (non-refundable)
• International transaction fees (if applicable)

5. Early Departure

If you check out before your scheduled departure date:

• No refunds are provided for unused nights
• The full reservation amount remains charged
• Exceptions may be made for emergencies (at management discretion)
• Contact the front desk immediately if circumstances require early departure

6. No-Show Policy

If you fail to arrive on your scheduled check-in date without prior cancellation:

• The full amount of the reservation will be charged
• No refund will be provided
• Remaining nights may be cancelled
• Future reservations may require prepayment or deposit

7. Group Reservations

Group bookings (10 or more rooms) have separate cancellation and refund policies:

• Custom terms negotiated at the time of booking
• Typically require deposits or full prepayment
• May have attrition clauses
• Cancellation deadlines vary (often 30-90 days)

Please contact our group sales department for specific terms.

8. Force Majeure and Extraordinary Circumstances

8.1 Natural Disasters and Emergencies

In the event of natural disasters, pandemics, government travel restrictions, or other extraordinary circumstances:

• We will work with guests to find reasonable solutions
• Refunds or credits may be offered at management discretion
• Rescheduling options may be available
• Travel vouchers may be issued in lieu of refunds

8.2 Hotel Closure or Overbooking

If we must cancel your reservation due to hotel closure, overbooking, or other operational issues:

• Full refund will be provided immediately
• We will assist in finding alternative accommodations
• Reasonable compensation may be offered

9. Third-Party Bookings

If you booked through a third-party website or travel agency:

• The third party's cancellation and refund policies apply
• Refund requests must be directed to the booking platform
• Silverstream Retreat processes refunds according to the third party's instructions
• We cannot override third-party booking terms

10. Additional Services and Amenities

10.1 Spa Services

• Cancellations more than 24 hours in advance: Full refund
• Cancellations less than 24 hours: 50% refund
• No-shows: No refund

10.2 Dining Reservations

• No charge for cancellations with reasonable notice
• Deposits for special events may be non-refundable
• Private dining events subject to separate agreements

10.3 Casino Credits and Gaming

• Casino credits included in packages are non-refundable
• Unused credits cannot be exchanged for cash or refund
• Gaming losses are not refundable

11. Dispute Resolution

If you believe you are entitled to a refund that has been denied:

1. Contact our customer service at +3788741925997
2. Provide your booking confirmation and details
3. Explain your circumstances and refund request
4. Allow 5-7 business days for review
5. A manager will review and provide a written response

12. Exceptions and Special Circumstances

Refunds outside standard policy may be considered for:

• Medical emergencies (documentation required)
• Death in the family (documentation required)
• Jury duty or military deployment
• Significant service failures on our part

All exception requests are evaluated on a case-by-case basis and require supporting documentation.

13. Refund Request Process

To request a refund:

1. Contact us as soon as possible
2. Provide your reservation confirmation number
3. State the reason for cancellation
4. Submit any required documentation
5. Receive confirmation of your refund status

Contact Methods:

• Phone: +3788741925997
• Website: Contact form at https://silverstreamretreat.com
• Email: Through our website contact system

14. Modification vs. Cancellation

Before cancelling, consider modifying your reservation:

• Date changes may be available without penalty (subject to availability)
• Room type changes may incur rate differences
• Modifications preserve your booking reference
• Contact us to explore modification options

15. Travel Insurance

We strongly recommend purchasing travel insurance to protect your investment:

• Covers unexpected cancellations
• Protects against medical emergencies
• Provides trip interruption coverage
• Available through third-party providers

Silverstream Retreat does not provide travel insurance but can recommend reputable providers.

16. Currency and Exchange Rate Refunds

For international transactions:

• Refunds are processed in the original currency
• Exchange rate fluctuations may affect the refunded amount
• We are not responsible for currency conversion fees
• Bank fees may apply to international refunds

17. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes apply to bookings made after the update date. Existing reservations are governed by the policy in effect at the time of booking.

18. Contact Information

For questions about this Refund Policy or to request a refund:

Silverstream Retreat
Suite 232 6 Haley Mew
New Wilbert, WA 2920
Denmark
Phone: +3788741925997
Website: https://silverstreamretreat.com

Last Updated: January 1, 2026