This policy explains how payments, cancellations and refunds work for reservations booked through Cretico, including what counts as a Travel Issue and what happens when one occurs. It forms part of the Terms of Use.
Travel Issues
A “Travel Issue” means any of the following:
- the host cancels a booking shortly before the scheduled arrival, or fails to provide the guest with access to the accommodation;
- the listing description is materially inaccurate, for example with respect to the size of the accommodation, the type of rooms, the amenities offered, the location, or the cleanliness and safety of the property at check-in.
Separately from Travel Issues, guests may also cancel a reservation voluntarily at any time via the platform; voluntary cancellations are handled under the cancellation policies in Section 2.
The Guest Refund Policy
Payment structure
Within 45 days of check-in: the full amount of the reservation is due immediately on confirmation.
45 or more days before check-in: a 30% deposit of the accommodation, plus our booking fee, is due on confirmation. The balance, including the tourist tax, falls due 45 days before arrival.
What is never refunded
Cretico’s 6% booking fee is not refunded, whichever policy the villa carries and however much notice you give.
The deposit is a different matter, and it depends on the policy. Under Moderate and Firm, a cancellation with enough notice returns everything you have paid, the deposit included. Under Strict the deposit is the part Cretico keeps. The table below says which applies to the villa you are looking at.
The tourist tax is always returned in full. It is collected with the balance and it is not Cretico’s money.
Cancellation policies
Each listing carries one of three cancellation policies. The refund percentages below apply when the full payment has been made and the guest cancels the reservation:
| Policy | 50% refund | 25% refund | No refund |
|---|---|---|---|
| Moderate, 45 days | 100%45+ days before check-in | 50%14 to 44 days before check-in | within the final 14 days |
| Firm, 60 days | 100%60+ days before check-in | 70%45 to 59 days before check-in | within the final 45 days |
| Strict, 60 days | 70%60+ days before check-in | · | within the final 60 days |
Windows are counted from the local check-in date of the reservation. Percentages are of the total for the stay, and a refund is never more than what you have actually paid. Before the balance is taken the only money held is the deposit, so under Moderate and Firm that is the most that can come back, while under Strict the deposit is the part Cretico keeps and nothing comes back until the balance has been paid. Cretico’s 6% booking fee is not refunded in any case, and the tourist tax always is.
Conditions to Claim a Travel Issue
To submit a valid Travel Issue claim, the guest must:
- report the Travel Issue to Cretico within 24 hours of the start of the reservation, providing supporting evidence (such as photographs or written confirmation of the circumstances);
- not have directly or indirectly caused the Travel Issue; and
- have made reasonable efforts to remedy the issue with the host before submitting the claim.
Special Extenuating Circumstances
Cretico may, at its discretion, override the standard cancellation policies where a guest documents special extenuating circumstances, including:
- the death of a member of the guest’s immediate family;
- serious illness of the guest or a member of the guest’s immediate family;
- natural disasters affecting the destination or the guest’s point of origin;
- political crises or civil unrest;
- material damage to the accommodation that makes the stay impossible.
Supporting documentation is required for any claim under this section.
Host Responsibilities
Hosts must maintain the minimum quality standards for their accommodation as presented in the listing, and must remain available to the guest for at least 24 hours after check-in to resolve any issues that may arise.
If Cretico reimburses a guest under this policy, the responsible host must reimburse Cretico for the amount paid within 30 days.
General Provisions
This Guest Refund Policy is not an insurance policy, and its benefits are not transferable. Cretico may modify this policy at any time.
The policy is governed by Greek law. Cretico’s aggregate liability under this policy is capped at the accommodation fees collected for the reservation concerned.
Contact
For questions about this policy or to report a Travel Issue, contact us at [email protected].