1. Conditions for Booking Amendments, Cancellations and Refunds

Customers may request to amend or cancel a booking where:

• The scheduled service period has not yet started;
• The booking type permits amendments and/or cancellations under the applicable terms;
• The customer submits the amendment or cancellation request within the permitted timeframe;
• The booking information can be verified in the A-emhotels.com system;
• Any other conditions applicable to the relevant room or service are satisfied.

Depending on the terms applicable to each booking, customers may be entitled to:

• Change the date of use;
• Change the time slot;
• Change the room type;
• Cancel the booking;
• Receive a full or partial refund of the amount paid.

For bookings that are subject to non-cancellable, non-changeable or non-refundable conditions, A-emhotels.com will disclose such conditions to the customer before or at the time the booking is made.

2. Amendments or Cancellations Due to the Fault of A-emhotels.com or the Service Provider

Customers will be given priority assistance in amending or cancelling a booking where:

• A confirmed room cannot be provided;
• The room provided does not correspond to the confirmed room type or key booking information;
• The relevant service provider or operator is unable to accommodate the customer in accordance with the confirmed booking;
• A technical error in the A-emhotels.com system results in inaccurate booking information;
• Any other issue attributable to A-emhotels.com or the relevant service provider/operator materially affects the customer’s ability to use the booked service.

Depending on the circumstances, A-emhotels.com may assist the customer by changing the room, changing the service period, or providing a refund.

3. Time Limits for Amendment, Cancellation and Refund Requests

Customers are encouraged to submit any request to amend or cancel a booking before the scheduled start time of the service, in accordance with the deadline stated in the terms applicable to the relevant booking.

The specific deadline may vary depending on the room, property or service package and will be displayed to the customer before the booking is completed.

For complaints relating to room condition or service provision, customers should notify A-emhotels.com or the relevant operator as soon as the issue is discovered, preferably during check-in or while the service is being used, so that A-emhotels.com can provide timely assistance and take appropriate action.

Refund requests arising from an error attributable to A-emhotels.com or the relevant service provider/operator may be accepted after the scheduled service period, provided that the customer can provide reasonable evidence demonstrating that the issue occurred during the provision of the service.

4. Request Submission and Handling Procedure

Step 1. Submit a Request

Customers should submit an amendment, cancellation or refund request through the support channels of A-emhotels.com and provide the following information:

• Full name;
• Telephone number or email address used for the booking;
• Booking number;
• Room or property information;
• Booking date and time;
• Details of the request;
• Reason for the amendment, cancellation or refund;
• Relevant documents, photographs, videos or supporting evidence, if any.

Step 2. Verification

A-emhotels.com will review:

• Booking information;
• The amendment and cancellation conditions applicable to the booking;
• The time at which the customer submitted the request;
• Payment status;
• Service provision status;
• The reason for the request;
• Information provided by the relevant room provider or operator, where necessary.

Step 3. Notification of the Proposed Resolution

Following verification, A-emhotels.com will inform the customer whether the booking may be amended or cancelled, the applicable refund amount, if any, the expected processing time and any related conditions.

Step 4. Amendment, Cancellation or Refund Processing

Once the customer confirms the proposed resolution, A-emhotels.com will proceed with the booking amendment or cancellation, or initiate the refund process in accordance with the applicable policy.

Step 5. Completion

A-emhotels.com will notify the customer once the request has been processed or the refund instruction has been issued.

The actual time required for the refunded amount to be credited to the customer’s account may depend on the bank, payment intermediary or payment method used.

5. Booking Amendment Methods

Depending on the terms applicable to the booking, customers may be permitted to:

• Change the date of use;
• Change the time of use;
• Change the room;
• Change the property;
• Change the number of occupants or users;
• Make other changes where permitted by the system and the applicable service conditions.

A booking amendment may result in a price difference. If the price of the new service is higher, the customer will be required to pay the difference. If the new price is lower, the difference will be handled in accordance with the booking conditions and the applicable refund policy.

Not all bookings are eligible for amendment. The specific conditions for changing a booking will be disclosed at the time of booking.

6. Refund Methods

Where the customer is eligible for a refund, A-emhotels.com will give priority to refunding the amount through the same payment method originally used for the booking, or through another appropriate method agreed between the parties.

Refund methods may include:

• Refund to the account or card originally used for payment;
• Refund through the relevant payment intermediary;
• Another refund method communicated by A-emhotels.com and accepted by the customer.

The expected refund processing time is up to 07 business days from the date A-emhotels.com confirms that the refund conditions have been satisfied and issues the refund instruction. This period does not include any additional processing time required by the bank or payment intermediary.

7. Refund Amount

The refund amount will be determined based on:

• The value of the booking;
• The time at which the customer requests cancellation;
• The cancellation and refund conditions applicable to the room or service;
• The amount actually paid by the customer;
• The reason for cancellation;
• The responsibility of the relevant parties where the service is not provided as agreed.

Where the customer voluntarily cancels the booking, the refund amount and any applicable cancellation fee will be determined in accordance with the terms of the booking.

Where the service cannot be provided due to an error attributable to A-emhotels.com or the relevant service provider/operator, A-emhotels.com will consider an appropriate refund based on the extent of the impact and the responsibility of the relevant parties.

8. Non-Refundable or Partially Refundable Circumstances

Customers may not be entitled to a refund, or may only be entitled to a partial refund, in the following circumstances:

• The booking is subject to a “non-refundable” condition;
• The cancellation request is submitted after the permitted cancellation deadline;
• The customer fails to use the booked room or service without cancelling in accordance with the applicable conditions;
• The customer has already used part of the booked service period;
• The customer breaches the applicable room or service conditions;
• The customer provides inaccurate information resulting in the service being unable to be provided;
• Any other circumstances clearly disclosed at the time of booking.

9. Amendment, Cancellation and Refund Costs

Any costs arising from an amendment or cancellation will be determined in accordance with the terms applicable to the relevant booking.

Where the issue is attributable to A-emhotels.com or the relevant service provider/operator

If the amendment, cancellation or refund arises due to an error attributable to A-emhotels.com or the relevant service provider/operator, the customer will not be required to bear any processing costs arising directly from that error, unless otherwise clearly disclosed.

Where the request is initiated by the customer

Where the customer voluntarily requests an amendment or cancellation, the customer may be required to pay an amendment fee, cancellation fee or other applicable charges in accordance with the booking conditions previously disclosed.

Payment-related fees

Any fees charged by a bank, payment intermediary or payment service provider, if applicable, will be handled in accordance with the policies of the relevant provider and the terms applicable to the transaction.

10. Force Majeure

In the event of force majeure circumstances, including natural disasters, fire, epidemics, war, decisions or orders issued by competent government authorities, serious infrastructure failures or other objective events beyond reasonable control that prevent the service from being provided, A-emhotels.com will coordinate with the customer and the relevant service provider/operator to determine an appropriate solution.

Such solutions may include rescheduling the service, changing the room, cancelling the booking, or providing a full or partial refund depending on the actual circumstances and the applicable service conditions.

11. Important Notice to Customers

Customers are responsible for carefully reviewing the following information before confirming a booking and making payment:

• Property and room type;
• Date, time and duration of use;
• Number of occupants or users;
• Service price;
• Amendment and cancellation conditions;
• Refund conditions;
• Applicable room or service rules.

By completing a booking, the customer is deemed to have reviewed, understood and agreed to the terms applicable to that booking, including the amendment, cancellation and refund conditions published by A-emhotels.com at the time of the transaction.