Cancellation Policy

This document describes the cancellation and withdrawal rules for all products and services purchased through the Ioana Boutique Hotels website, in accordance with applicable Romanian law (GEO 34/2014, GO 21/1992, the Civil Code).

1. Gift vouchers

• Personalised and non-refundable: vouchers are issued in the buyer’s name and cannot be returned or exchanged for cash.
• Validity: 12 months from the issue date. At expiry, any remaining balance is lost and cannot be extended.
• Transferability: the voucher may be given as a gift to another person, but actual use is in the name of the beneficiary indicated at booking.
• No change is refunded: if the amount used is lower than the voucher value, the difference is kept for future use within the validity period, but is not converted into cash.
• Cancellation in case of error: if the entered data is wrong (name, email), contact us within 24 hours for correction. The incorrect voucher is cancelled and re-issued with the correct data.

2. Memberships

“Total Flexibility” membership

• Valid 12 months from the purchase date, exclusively for direct bookings in the holder’s name.
• Cancelling an individual booking is done as described in the product — without penalties, up to 6 hours before check-in (3:00 PM — useful window until 9:00 AM).
• Flexibility exceptions: bookings during Christmas and New Year’s Eve do not benefit from this feature.
• The membership itself, once purchased, is non-refundable and non-transferable to third parties.

“Free Thursday” membership

• Valid 12 months from the purchase date, subject to availability at any of the partner locations (Ioana Boutique Hotels).
• Restrictions during peak periods (holidays, August) — minimum package requirements may apply (e.g. at Christmas, the free Thursday is included only in a package of at least 2 nights).
• The membership itself, once purchased, is non-refundable and non-transferable to third parties.

3. Accommodation bookings

Accommodation bookings made directly via the website, by phone or email are subject to the following general rules (except where the “Total Flexibility” membership applies):

• Free cancellation: at least 7 days before the check-in date, without penalties.
• Cancellation 7–2 days before: the value of the first night is retained.
• Cancellation less than 48 hours before / no-show: the full booking amount is retained.
• Peak periods (Christmas, New Year’s Eve, public holidays, August): strict conditions specified at booking confirmation — often with no possibility of cancellation.
• Booking changes: any change (dates, number of people, room type) is subject to availability and may incur rate differences.

4. Exceptions and force majeure

In exceptional situations (serious illness with a medical certificate, death in the family, natural disasters, official travel restrictions), Ioana Boutique Hotels may approve, on a case-by-case basis, cancellation without penalties or rescheduling of the booking. Such requests should be sent by email to contact@opusvilla.ro with supporting documents.

5. How to request a cancellation

For any cancellation or change request:

6. Refunds

Where a refund applies (cancellation within the free window, confirmed technical error, approved force majeure), the amount is returned within a maximum of 14 working days to the same card used for the purchase, via the EuPlătesc payment processor. There may be slight delays on the part of the issuing bank, independent of us.

7. Complaints and dispute resolution

If you are not satisfied with how we handled a request, you have the following options:

• Direct complaint to contact@opusvilla.ro — we reply within 30 days.
• Notification to ANPC (Romanian Consumer Protection Authority) — anpc.ro
• Alternative Dispute Resolution — competent entity: DGSAL ANPC — anpc.ro/ce-este-sal/
• EU online dispute resolution platform — ec.europa.eu/consumers/odr/

8. Changes

This policy may be updated periodically. The applicable version is the one in force at the time of purchase. Changes do not apply retroactively.