1. Scope and legal framework
This policy applies to all bookings confirmed on socialodge.com (operated by Segmento Inteligente, Lda.). Reservations made through third-party platforms (Airbnb, Booking.com, Vrbo) are governed by those platforms' own cancellation policies.
Under Article 16(l) of Directive 2011/83/EU on consumer rights (transposed into Portuguese law by Decree-Law 24/2014), accommodation services provided on a specific date or for a specific period are excluded from the 14-day right of withdrawal that applies to distance contracts. Cancellations are therefore governed exclusively by the rules described in this document.
2. Refundable bookings (flexible rate)
You may cancel and receive the applicable refund percentage provided you cancel at least the minimum number of days before check-in defined for the accommodation. The exact window and refundable percentage are shown in the checkout summary and on your booking page.
Default policy: cancellations made at least 15 days before the check-in date qualify for the published refund percentage. Cancellations made after that deadline are not eligible for a refund.
3. Non-refundable bookings
Rates marked as "non-refundable" are not eligible for a refund after cancellation, except within the grace period described below.
12-hour grace period: you may cancel a non-refundable booking within 12 hours of payment confirmation and receive a refund according to the accommodation's standard refund percentage. After this window the cancellation does not entitle you to a refund.
4. Refund calculation basis
The refundable amount is calculated on what the guest actually paid, less payment-processing fees (which are not refundable by payment providers).
- Formula applied:
- Refundable base = Amount paid − Processing fees
- Gross refund = Refundable base × Applicable refund percentage
- Net refund = Gross refund − Non-recoverable Stripe fees (2.5% + €0.25), where applicable.
5. Refund timing and method
Refunds are issued to the original payment method. For card payments via Stripe, the refund is initiated immediately and typically appears on the guest's account within 5 to 10 business days, subject to the issuing bank.
Manual refunds (where no Stripe payment is associated) are processed within 14 days of cancellation confirmation, in compliance with Article 13 of Directive 2011/83/EU.
6. Force majeure
In force majeure events as defined by Portuguese Civil Law and EU case law (natural disasters, government travel restrictions, health emergencies declared by competent authorities), we assess requests case by case and may offer a full refund or a free booking change regardless of the rate purchased.
7. Cancellation by Social Lodge
If we have to cancel your booking for reasons attributable to us (accommodation unavailability, structural issues, etc.), you will receive a full refund of the amount paid, including processing fees, within a maximum of 14 days.
8. How to request a cancellation
Go to «My reservations», select the booking and click «Request cancellation». A preview of the refundable amount is shown before confirmation. Alternatively, contact us at sociallodgeluxury@gmail.com quoting your confirmation code.
9. Dispute resolution
EU-resident consumers may use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr. In Portugal, the Madeira Consumer Conflicts Arbitration Centre (CACCRAM) is also available.
Competent jurisdiction: Funchal District Court, save where mandatory provisions provide otherwise.
