Refund Policy | Roemio

1. Introduction & Merchant Identity

This Refund Policy applies to all travel bookings and reservations facilitated through Roemio (“we”, “us”, or “our”), accessible at www.roemio.com.

In terms of Section 43 of the Electronic Communications and Transactions Act (ECTA) No. 25 of 2002 and the Consumer Protection Act (CPA) No. 68 of 2008 of South Africa:

Merchant / Platform Name: Roemio (www.roemio.com)

Legal Operator: Believ App (Pty) Ltd

Tax Identification Number (SARS / TIN): 9101783240

Registered Corporate Address: C 138 Manhattan Mews, 69 Meridian Drive, Umhlanga, KwaZulu-Natal, 4319, South Africa

Executive Operations Office: Johannesburg, Gauteng, 2190, South Africa

Customer Operations Email: reservations@roemio.com

Direct Phone: 082 706 5222

Payment Processing Partner: Payfast (Pty) Ltd (South Africa)

💳2. Refund Eligibility & Criteria

Refunds are issued based on the individual cancellation policy and rate terms attached to your selected accommodation, flight, or travel booking at the time of purchase:

Free Cancellation Bookings (100% Refund): If you booked a rate with “Free Cancellation” and cancel before the specified cancellation deadline (e.g., “Free cancellation before 15 Oct 2026, 18:00 Hotel Local Time”), you are entitled to a 100% full refund of the total booking amount paid.
Non-Refundable Rates: Bookings marked as “Non-refundable” are heavily discounted promotional rates where the travel supplier or hotel requires immediate, non-reversible commitment. These bookings cannot be cancelled or refunded once confirmed.
Supplier Cancellation or Overbooking: If a hotel, airline, or supplier cancels your confirmed reservation due to property closure, technical error, or operational disruption, you will receive an immediate, full 100% refund.
Manifest Pricing Errors (“Obvious Mistakes”): In the rare event that an accommodation rate or flight is displayed or booked at an incorrect rate due to a technical feed error or system glitch, Roemio reserves the right to cancel the reservation immediately and issue a 100% full refund to the original payment method without penalty or liability.
No-Show Forfeiture: If a guest fails to check in on the scheduled arrival date without previously cancelling the booking in accordance with the cancellation policy, the entire booking amount is forfeited and no refund is payable.

3. How Refunds Are Paid (PayFast)

All online payments on Roemio are processed via Payfast (Pty) Ltd, South Africa's leading secure payment engine. In compliance with international anti-money laundering (AML) regulations and card scheme rules:

Original Payment Method Only: Approved refunds are credited exclusively back to the original bank card, credit card, or bank account used by the customer during checkout via PayFast.
No Cash or Third-Party Payouts: Refunds cannot be issued in cash, transferred to different bank accounts, or redirected to third parties under any circumstances.
Chargeback Defense & Administrative Fees: If a customer initiates an unfounded bank chargeback or dispute for a completed stay, legitimately fulfilled booking, or non-refundable rate without first contacting Roemio support, Roemio reserves the right to recover the full transaction amount plus an administrative fee of R500 (or $30 USD) and any dispute fees assessed by PayFast.

⏱️4. Refund Processing Timeframes

We process eligible refund requests immediately upon cancellation:

1. Authorization by Roemio: Immediately upon cancellation approval (within 24 hours of request).

2. Banking Network & Card Clearing: PayFast and South African or international banking networks require 5 to 10 business days for the funds to reflect on the customer's bank or credit card statement, depending on your financial institution.

3. Currency: Refunds are processed in the original transaction currency (South African Rand / ZAR, unless otherwise billed). Roemio is not responsible for international bank foreign exchange rate fluctuations or non-refundable foreign transaction fees levied by the customer's bank.

5. How to Initiate or Track a Refund

Initiating a cancellation and requesting your refund is simple and transparent:

Online Self-Service: Log into your account at www.roemio.com/account/bookings, select your booking, and click “Cancel Reservation”. The system will automatically calculate any refund due according to the rate terms.
Via Customer Support: Send an email to reservations@roemio.com with the subject line “Refund Request - [Your Roemio Order ID]”.
Confirmation & Proof: You will receive an automated refund receipt and confirmation email detailing the refund amount and PayFast reference ID.

6. Questions & Support

If your refund has not reflected after 10 business days from the confirmation date, or if you require assistance, our operations team is available to assist you:

Operations Email: reservations@roemio.com

Direct Phone: 082 706 5222

Operating Hours: Monday – Friday, 08:00 – 18:00 (SAST / UTC+2)

Operator: Believ App (Pty) Ltd, Johannesburg, South Africa