Refund and cancellation policy

1.Cancelling a booking

Every booking shows its cancellation policy before you pay and on your booking confirmation. The policy says whether the booking can be cancelled, until when, and how much is returned.

You can cancel from your account or by emailing help@lanxangstays.com from the address on your account. The cancellation takes effect when we confirm it to you.

The refundable amount is returned to your travel credit balance as soon as the cancellation is confirmed. If you do not turn up, or you cancel after the time allowed, the booking is not refunded unless its cancellation policy says otherwise.

2.If we or the venue cancel or change a booking

If we or the venue cancel your booking, the travel credit you paid is returned in full. If a booking has to change in an important way, such as the dates or the venue, we tell you as soon as we can and you may accept the change or cancel for a full return of credit.

3.If something goes wrong

If the service you receive is not what you booked, tell the venue straight away so they can put it right, and email help@lanxangstays.com as soon as possible and no later than 14 days after the booking date. We will look into it with the venue and, where the complaint is justified, return credit for the part of the booking that was not delivered.

4.Refunds of unused travel credit

You may ask us to refund travel credit you have not used. Email help@lanxangstays.com from the address on your account and tell us the amount you want refunded. We may ask you to confirm your identity.

• Refunds are made only to the Alipay, WeChat Pay or UnionPay account that was used to buy the credit.
• Refunds are never made in cash, to a bank account or to another person.
• The refund is made through the payment provider in the currency of the original payment, at the exchange rate the payment provider applies on the day of the refund. The amount you receive may differ slightly from the amount you first paid.

If the payment provider is unable to return the money to the original account, the credit stays available in your account and we will contact you about the options the law allows.

5.How long refunds take

We confirm that we have received your request within 3 working days and send approved refunds to the payment provider within 14 days. The payment provider may need further time to show the money in your account.

6.What cannot be refunded

• Travel credit already spent on a booking that has been used or can no longer be cancelled.
• Travel credit that has passed its validity period, to the extent permitted by the laws of the Lao PDR.
• Travel credit removed because the payment for it was reversed.

7.Disputed payments

If you do not recognise a payment or believe you were charged in error, email help@lanxangstays.com first so we can check it and correct any mistake quickly.

8.Your legal rights

Nothing in this policy limits any right you have as a consumer under the Law on Consumer Protection of the Lao PDR. This policy is governed by the laws of the Lao PDR, and complaints and disputes are handled as set out in our terms and conditions.

9.Contact

Email: help@lanxangstays.com

Post: Open Solutions LLC Company Limited, Dongkhamxang Village, Hatsayfong District, Vientiane Capital, Laos.