Cancellation Policy
Last Updated: September 2026 • Roemio Platform operated by Believ App (Pty) Ltd
1. Policy Overview & Merchant Details
At Roemio (operated online at www.roemio.com by Believ App (Pty) Ltd, SARS TIN: 9101783240, Registered Address: C 138 Manhattan Mews, 69 Meridian Drive, Umhlanga, KwaZulu-Natal, 4319, South Africa), we believe in transparent, upfront cancellation terms.
Every hotel room rate and travel package clearly displays its precise cancellation conditions, deadlines, and penalty structure prior to payment authorization. When completing a reservation, you enter into a binding agreement governed by the specific cancellation terms selected.
📅2. Rate Categories & Cancellation Conditions
🟢 1. Free Cancellation Rates (100% Refundable)
Rooms marked with “Free Cancellation” allow you to cancel your booking without incurring any penalty or fee up until the exact cut-off deadline stated on your voucher and booking confirmation.
Example: “Free cancellation before 14 November 2026 at 18:00 (Hotel Local Time). Cancellations after this time incur a fee equal to 100% of the booking cost.”
If cancelled before this cut-off, a 100% refund will be automatically initiated to your original payment method via PayFast.
🔴 2. Non-Refundable Rates
Rooms designated as “Non-refundable” offer our lowest discounted promotional prices. Because suppliers provide steep discounts in exchange for non-flexible commitments, these bookings cannot be cancelled, refunded, or altered once booked.
If you cancel or do not show up for a non-refundable booking, 100% of the payment is retained by the supplier as a cancellation penalty.
🟡 3. Tiered / Partial Cancellation Penalties
Certain high-demand properties or resort villas enforce tiered cancellation periods (e.g., “Cancel 14 days before arrival for full refund; cancellations within 14 days forfeit the first night”). The exact tier rules and amounts are itemized in your pre-booking rate breakdown and voucher.
3. How to Cancel a Reservation
You can cancel your booking conveniently using either of the following channels:
Option A: Self-Service Online
- Log in at www.roemio.com.
- Open My Bookings and click your reservation.
- Click “Cancel Reservation”.
- Review the refund calculation and confirm.
- Receive instant cancellation confirmation via email.
Option B: Email Support
Send an email to our dedicated booking desk at:
Please quote your Roemio Order ID and guest name. Cancellation requests by email are time-stamped upon receipt.
4. Booking Modifications & Date Changes
If you wish to modify your reservation (change dates, change guest names, or upgrade rooms):
- Free Cancellation Rates: You may cancel your existing booking free of penalty and place a new reservation for your desired revised dates.
- Name Corrections: Minor typographical corrections to guest names can usually be processed free of charge by emailing reservations@roemio.com at least 48 hours prior to arrival.
- Rate Differences: Any difference in room rate between the original booking and amended booking dates must be settled prior to confirmation.
⚠️5. No-Show & Travel Documentation Policy
If a guest does not arrive at the property on the scheduled check-in date and has not cancelled the reservation beforehand in accordance with this policy, the booking is classified as a “No-Show”. In the event of a No-Show, the lodging property holds the room until the local check-out time of the following day, after which the booking is cancelled and 100% of the booking amount is forfeited. No refund is granted for No-Shows.
Passports, Visas & Border Denial: Inability to travel due to expired passports, lack of required transit or entry visas, or denial of boarding/entry by authorities is the sole responsibility of the passenger and does not entitle the guest to waive the cancellation policy or receive a refund.
6. Refund Settlement via PayFast
For all approved cancellations qualifying for a refund:
- Refunds are transmitted directly back to the original card or bank account through Payfast (Pty) Ltd.
- Settlement to your banking account completes within 5 to 10 business days.
- For full details, please review our comprehensive Refund Policy.
7. Customer Assistance
Our reservations support team is on standby to assist with urgent cancellation or modification requests:
Operations Email: reservations@roemio.com
Direct Phone: 082 706 5222
Legal Operator: Believ App (Pty) Ltd, Johannesburg, South Africa
Support Hours: Monday – Friday, 08:00 – 18:00 (SAST / UTC+2)