Cancellation, refunds and delivery.

1. What “delivery” means in our case

We do not sell physical products and we ship no parcels. What you order through this website is tourist accommodation at Casa Ciubărului Bran, together with the extras you choose (hot tub, extra beds, firewood).

“Delivery” therefore has two parts:

• The booking confirmation, sent electronically as soon as the payment is authorised — by email, to the address given in the form, and/or by phone. The confirmation contains the booking number, the dates, the accommodation chosen and the amount paid. If you do not receive it within 24 hours, contact us at 0774 061 026.
• The service itself, at the property in Predeluț, Bran commune, Brașov county, for the dates booked, starting at the check-in time given in the confirmation.

No delivery, transport or processing costs are charged on top of the price shown.

2. The 14-day right of withdrawal

Under art. 16 (l) of Romanian Government Emergency Ordinance no. 34/2014, the 14-day right of withdrawal from distance contracts does not apply to accommodation services provided on a specific date. The cancellation conditions below apply in full instead, and you accept them when you complete the booking.

3. Cancellation by the client

Cancellations are requested in writing, at contact@casaciubarului.ro, stating the booking number and the name it was made under. What counts for the thresholds below is the moment the request reaches us.

• Cancellation 14 days or more before check-in — 100% of the amount paid is refunded.
• Cancellation between 7 and 13 days before check-in — 50% of the amount paid is refunded.
• Cancellation less than 7 days before check-in, or in case of a no-show — 0% of the amount paid is refunded.

The rule applies identically to a 30% deposit and to a stay paid in full in advance. Extras already paid for and not used follow the same regime.

4. Changing a booking

A booking can be moved to other dates, once and at no extra cost, if the request reaches us at least 14 days before check-in and the new dates are available. Any difference in rate between the two periods is paid or refunded accordingly.

Requests received later than that are treated as cancellations, under section 3, and are accepted as a change of dates only subject to availability and to our agreement.

Reducing the number of rooms, nights or people after the booking has become firm is treated, for the part removed, as a partial cancellation.

5. No-shows and early departure

• A no-show — not announced by the check-in time — means the full loss of the amounts paid and the release of the rooms.
• Leaving early, for reasons not attributable to us, gives no right to a refund of the unused nights.
• Arriving late does not affect the booking if you let us know by phone; please do, so that we can welcome you.

6. Cancellation by us, and force majeure

If, for reasons attributable to us, we cannot host you on the dates booked, we offer you the choice of: moving the stay to other dates, equivalent or better accommodation, or a full refund of everything paid.

The same applies in cases of force majeure or unforeseeable circumstances — extreme weather, prolonged loss of utilities, closed roads, restrictions imposed by the authorities — however close to check-in they arise.

7. How refunds are made

• The money goes back to the same card the payment was made with. We cannot refund to another card, in cash or by bank transfer to another account, because the operation is carried out through the processor EuPlătesc, against the original transaction.
• Our deadline for initiating the refund is a maximum of 14 days from the confirmation of the cancellation. When the money actually lands depends on the card-issuing bank and can add a few working days.
• Refunds are made in Romanian lei (RON), at the nominal amount received. We do not cover exchange-rate differences or fees charged by your bank.
• If the payment was only pre-authorised and not yet captured, the cancellation is done by voiding the pre-authorisation, and the amount is released on the card without a refund being needed.

8. Complaints

Any complaint about a booking, a payment or a stay can be sent to us at contact@casaciubarului.ro or 0774 061 026. We reply within 30 days of receipt at the latest.

If our answer does not satisfy you, you may turn to:

• ANPC — the Romanian National Authority for Consumer Protection;
• SAL — Alternative Dispute Resolution;
• ODR — the European Online Dispute Resolution platform.