Cancellation & Refund Policy

Last updated: 2 August 2026.

This policy applies to every reservation made through Velora Book & Trip, a service operated by PT Orbit Niaga Global (Surabaya, East Java, Indonesia). By completing a booking, you are considered to have read and agreed to it. Velora arranges reservations rather than owning the properties — final cancellation terms still follow the policy of the hotel or villa in question, and the sections below explain how we handle our side of it.

Before Payment Is Confirmed

Every new booking sits as "awaiting payment" until we receive and confirm your payment over WhatsApp. While it is in this state:

• You can cancel at no cost — just tell us in the same WhatsApp conversation
• Because we have not received any funds at this stage, there is nothing to refund

No-Refund Policy After Payment

Once we confirm your payment, the transaction is final. Payment cannot be refunded for reasons such as:

• Data you entered incorrectly — dates, guest count, or guest name
• A change of schedule or travel plans
• Not showing up at check-in (no-show)
• A cancellation on your own initiative

We are not responsible for the cancellation policy set by our partner hotels or villas. We only process a refund if the property officially cancels your reservation and agrees to one — in that case, the amount and process follow that property’s own policy, and we help handle the communication.

Transferring a Booking

If the property allows it, you can change the guest name or move the reservation to another date. Any additional fee is set by the property, not by us.

Cancellation by the Hotel or Villa

Sometimes the property itself cancels — for technical reasons, sudden renovation, or force majeure. When this happens, we contact you right away, and the compensation (a full refund, a partial refund, or an alternative booking) follows that property’s own policy.

Contact

Questions about cancelling or refunding your booking? Reach us on WhatsApp or by email using the details in this site’s footer, and include your booking code.