Cancellation and refund policy
How cancellations, modifications and refunds work for services booked through Rosebud Hospitality.
1. General principle — Provider-driven policies
Rosebud Hospitality acts as an intermediary and concierge. We do NOT directly own or operate the services we coordinate (yacht charters, villas, restaurants, transport, sports and events). Cancellation, modification and refund rules are therefore set by each individual Provider, communicated in writing before payment and accepted by the client as a condition of the booking.
When you book multiple services through us (including any package such as "Weekend VIP Madrid"), each service follows its own Provider's rules separately. The cancellation of one service does not automatically cancel the others.
2. Typical Provider rules per service type
The following are common patterns. The exact rules of YOUR booking will be in your written confirmation:
Villa rentals: Typically non-refundable deposit (20–50%) at booking. Full refund window often ends 60–90 days before arrival. Cancellations inside 30 days commonly forfeit 100% of the total.
Yacht charters: Often 25–50% non-refundable deposit. Cancellations within 30 days of departure typically 100% non-refundable. Re-booking subject to availability.
Hotels and luxury stays: Vary by property. Most luxury hotels: free cancellation up to 14–30 days before arrival; 1 to 100% charge inside that window.
Restaurants and clubs (tables, minimum spend): Confirmed minimum-spend bookings and event-night tables are typically non-refundable. Standard reservations usually free to cancel up to 24–48 hours before.
Event tickets and sports hospitality (Real Madrid box, F1, concerts): As a general rule, NON-REFUNDABLE once issued. Re-sale may be permitted by the venue subject to its rules.
Ground and air transport (chauffeur, helicopter, private jet): Vary widely. Chauffeur typically free to cancel up to 24h before; private jets usually 50–100% inside 72h.
3. Rosebud Hospitality brokerage fee
Where a brokerage fee is charged separately from the Provider price, that fee covers the time spent sourcing, negotiating, coordinating and confirming the booking. It is non-refundable once the booking has been confirmed, regardless of any subsequent cancellation by you or by the Provider, except where the cancellation is due to our own gross negligence.
4. How to request a cancellation or modification
Email concierge@rosebudhospitality.com or WhatsApp +34 600 000 000 stating the booking reference, the service and the requested action. The effective cancellation date for refund-calculation purposes is the date and time WE receive the request, not the date you composed the message.
We will immediately forward the request to the Provider and confirm in writing the applicable fee or refund within 48 hours.
5. Refunds — process and timing
Approved refunds are issued by the original payment method whenever technically possible (bank transfer, card, cryptocurrency). The Provider typically takes 5–15 business days to process refunds; some Providers (especially villa owners and yacht operators) may take up to 30 days.
If a service was paid in cryptocurrency (BTC, USDT) and a refund is approved, the refund is calculated in EUR at the rate of the original payment and may be returned by bank transfer at the client's choice.
6. Force majeure
If a confirmed service cannot take place due to events beyond reasonable control (severe weather, port closures, airspace closures, pandemics, government action, strikes, civil unrest, war, terrorism, venue insolvency, etc.), we will try in good faith to reschedule or to obtain a refund from the Provider, but Rosebud Hospitality cannot guarantee a refund where the Provider does not grant one. We strongly recommend comprehensive travel and cancellation insurance.
7. Right of withdrawal (EU consumer law)
The 14-day right of withdrawal under EU Directive 2011/83 does NOT apply to most of the services we coordinate (Article 16(l) excludes accommodation, car rental, catering, leisure activities tied to a specific date). By confirming a dated booking the client expressly waives the right of withdrawal where applicable.
8. No-shows
Failure to arrive at the agreed time and place without prior cancellation is treated as a 100% cancellation by the Provider and is NOT refundable.
9. Changes by the Provider
If the Provider materially changes the service (e.g. a yacht is replaced by a smaller one, a villa is unavailable on the booked date, a venue closes the night of an event), we will inform you immediately and offer either (i) the closest available alternative at no extra cost, or (ii) a full refund of the affected portion, at the client's choice.
10. Disputes
Any dispute regarding cancellations or refunds is governed by Spanish law. Consumers resident in the European Union may also use the European Commission's ODR platform at https://ec.europa.eu/consumers/odr/.
11. Contact
Email: concierge@rosebudhospitality.com — WhatsApp: +34 600 000 000