Return & Refund Policy

JuanBooking sells accommodation, services and gift vouchers, which are not physical goods, so there is nothing to return. Instead, this policy explains when you can cancel and how you get your money back.

1. If your payment was not completed

If you close the payment page or the payment fails, you are not charged and the booking is released automatically. You can also cancel it yourself from My bookings in your account.

2. Cancelling a paid booking

• Every property sets its own cancellation policy: the last day you can cancel (a number of days before check-in) and any cancellation fee (a percentage). It is shown on the property page and before you pay.
• To cancel, go to My bookings in your account and send a refund request with a short reason before the deadline.
• The property reviews the request. If a cancellation fee applies, it is withheld and the rest is refunded. You are shown the fee when you send the request.
• After the cancellation deadline, a booking cannot be cancelled online. Message the property through your account; they may still agree to help.
• A no-show or early departure is not refunded unless the property agrees.

3. When you get a full refund

• The property cannot honour a confirmed, paid booking (for example overbooking or closure).
• You were charged twice, or charged the wrong amount.
• Your payment arrived after the booking had already been cancelled or released. We refund this automatically.

4. How refunds are paid

• Refunds go back to the same payment method you used (bank, e-wallet or card), through PayMongo. We cannot refund to a different account.
• After a refund is approved, it is usually shown within 5 to 10 banking days for bank and card payments, and faster for e-wallets such as GCash and Maya. The exact time depends on your bank or e-wallet.
• We email you when a refund request is approved or declined.

5. Services and passes

A service or pass that has not been used can be cancelled from My purchases where the property allows it. Otherwise message the property. A pass that has already been used or has expired is not refundable.

6. Gift vouchers

An unused gift voucher can be refunded on request while it is still valid. A voucher that has been redeemed for a booking is covered by that booking's cancellation policy. Any unspent difference when a voucher is redeemed for a cheaper date is not refunded.

7. Need help?

Email juansystemsolutions@gmail.com with your booking reference. If we cannot resolve it together, see our Dispute Resolution Policy.