Refund Policy

Refund eligibility on a hotel booking is set by the supplier (LiteAPI, Hotelbeds, etc.) and the hotel, and is displayed on the booking screen before you confirm. We don't add cancellation fees of our own.

• Free-cancellation rates: cancel via the link in your booking confirmation or from Your Bookings up to the deadline shown. Refunds are issued by the supplier and typically appear on your card within 5–10 working days.
• Non-refundable rates: we cannot refund a non-refundable booking ourselves. We will pass any refund request to the supplier on goodwill grounds (e.g. medical emergency, hotel-side issue) but cannot guarantee a refund.
• Hotel-side issues (room not as described, overbooking, dirty/unsafe conditions): tell the hotel first, then contact us within 48 hours. We escalate to the supplier, who under their commercial terms with the hotel may issue a partial or full refund.

Our total price includes a small service charge that covers card processing, currency conversion, customer support and platform operations. On bookings where we hold your payment (currently Hotelbeds; future direct-contract suppliers) the service charge portion of the total is non-refundable when you cancel — we've already paid the costs it covers. The room-rate portion follows the supplier's cancellation policy shown to you before you confirmed. The cancel screen on Your Bookings displays the exact refund amount before you commit.

On bookings where the supplier holds your payment (currently LiteAPI when the in-app card form is used), refunds follow the supplier's policy in full and are issued by the supplier directly to your card.

If a payment fails after a booking confirmation has issued we will attempt to capture again before voiding the reservation. If you raise a chargeback with your card issuer without contacting us first we may treat the booking as cancelled and pursue the disputed amount as a debt; please email us first — chargebacks cost us in dispute fees and we will almost always resolve faster directly.

If we can't resolve a refund dispute together, you have several options:

• Alternative Dispute Resolution (ADR). Under the ADR Regulations 2015 you may refer an unresolved consumer dispute to an approved ADR provider. We don't currently subscribe to a specific ADR scheme, but you can search for an approved provider via the Chartered Trading Standards Institute at tradingstandards.uk/consumers/adr-scheme-finder.
• Section 75 Consumer Credit Act 1974. If you paid by credit card and the booking cost between £100 and £30,000, your card issuer is jointly liable with us for any breach of contract or misrepresentation — you can claim directly from them.
• Chargeback. Your card scheme (Visa, Mastercard, Amex) operates its own chargeback rules. Time limits typically run 120 days from the booking or the expected service date. Please contact us first; if we agree the refund is due we can issue it without you needing to go this route.
• The English courts. Per our Terms of Service, you may bring a claim in the English courts (or your local UK court if you live outside England and Wales).

Nothing in this policy affects your statutory rights as a consumer.

Email support@local-hotel.com with your booking reference or order ID and a short description of the issue. We aim to acknowledge within 1 working day and resolve within 14.