Cancellation requests for confirmed bookings are only accepted through Propkeys official emails or WhatsApp to our official Propkeys lines. Any cancellation request made through the designated communication channels shall only be deemed effective upon acknowledgment by us.

Subject to the terms herein, refunds for all cancellations shall be processed within a reasonable time after confirmation of cancellation. Where a Guest cancels a confirmed booking, the following deductions shall apply:

• Seven (7) days or more before the scheduled check-in date, a deduction of 5% of the total booking fee shall apply.
• Twenty-Four (24) to Forty-eight (48) hours before the scheduled check-in date, a deduction of 10% of the total booking fee shall apply.
• Where a Guest fails to check in on the scheduled date without prior cancellation or notification, such booking shall be deemed cancelled on the check-in date and the 20% deduction rate shall apply.

All applicable bank charges, processing fees, and third-party transaction costs shall be borne by the Guest and may be deducted from any refundable sum.

Refunds shall be made using the original method of payment, unless otherwise agreed by the Company.

Where a Guest has checked in and subsequently elects to terminate the stay earlier than scheduled, the applicable 20% deduction shall apply, and any remaining balance shall be refunded in accordance with this Policy.