This Cancellation & Refund Policy is intended to establish the standards for reservation cancellations, refunds, and No-Show handling in connection with the online reservation intermediary services provided by TEENEE APP COMPANY LIMITED (“TEENEE”).
Article 2. Scope of Application
This Policy applies to all reservations made through TEENEE.
By making a reservation, users are deemed to have agreed to this Cancellation & Refund Policy.
In the event of any conflict between this Policy and an individual hotel’s policy, this Policy shall prevail; however, exceptional refund requests requiring hotel approval shall be subject to the hotel’s discretion.
Article 3. Cancellation and Refund Criteria
TEENEE’s standard cancellation and refund policy is as follows:
Category
Refund Policy
Cancellation at least 1 hour before the scheduled check-in time
100% Refund (Full refund without conditions)
Cancellation due to mistaken payment within 15 minutes after payment
100% Refund (Applicable only if the check-in time has not yet arrived)
Cancellation within 1 hour of the scheduled check-in time
No Refund (Exceptionally refundable with hotel approval)
After the scheduled check-in time
No Refund (Applicable once the check-in time has passed)
No-Show (Failure to Check In)
No Refund (Applies when the guest fails to check in within the reserved time period)
Article 4. Cancellation Before Check-in Time and Mistaken Payments
Users who cancel their reservation at least one (1) hour before the scheduled check-in time shall be entitled to a full refund of the amount paid.
In the case of a mistaken payment, users may request a full refund within fifteen (15) minutes after payment completion, provided that the scheduled check-in time has not yet arrived or passed.
Refunds shall be processed using the same payment method used for the original transaction. Depending on the Payment Gateway provider or card issuer, it may take several business days for the refund to be reflected.
Article 5. Last-Minute Cancellations and After Check-in Time
Cancellation requests made within one (1) hour of the scheduled check-in time are, in principle, not eligible for a refund.
However, if a user requests a refund due to unavoidable circumstances, such requests may be exceptionally considered subject to the approval of the respective hotel. Hotels reserve the right to deny such requests after considering room preparation status and occupancy conditions.
No refunds shall be provided for any reason after the scheduled check-in time has passed.
Article 6. No-Show Policy
Failure to check in within the reserved check-in period shall be considered a No-Show.
No-Show reservations are not eligible for refunds.
Repeated No-Show incidents may result in restrictions or suspension of the user’s account by TEENEE.
Article 7. Hotel-Initiated Cancellations
Users shall be entitled to a full refund if a reservation is canceled by the hotel for any of the following reasons:
Room unavailable.
Hotel closure or suspension of operations.
Overbooking.
System integration errors.
Any other reasons attributable to the hotel.
Article 8. System Errors
Users shall be entitled to a full refund if a reservation cannot be completed properly due to any of the following reasons:
System errors during payment processing.
Duplicate charges.
Failure to transmit reservation information.
TEENEE system malfunctions.
Any other reasons attributable to TEENEE.
Article 9. Refund Processing
Refunds shall, in principle, be processed using the same payment method used for the original transaction.
Refund processing times may vary depending on the payment method and financial institution involved.
TEENEE shall not be liable for delays caused by financial institutions or Payment Gateway providers.
Article 10. Limitation of Liability
TEENEE shall not be liable for the following:
Changes of mind by the user.
Legitimate refusal of check-in by the hotel.
Failure of the user to present valid identification.
Violations of applicable laws by the user.
Force majeure events, including natural disasters or circumstances beyond reasonable control.
Reservation cancellations resulting from reasons attributable to the user.
Article 11. Customer Support
For inquiries regarding cancellations and refunds, users may contact us through the following channels:
