This page provides a user-friendly summary of how cancellations and refunds work on Vivley. For the full legal terms, see our Terms of Service.
1. How Cancellations Work
Vivley acts as an intermediary between you and hotel suppliers. Cancellation and refund terms are set by the hotel, not by Vivley. Each booking displays its specific cancellation policy clearly before you confirm, so you always know the terms before committing.
2. How to Cancel a Booking
- Sign in to your Vivley account
- Go to Profile → Bookings
- Select the booking you wish to cancel
- Review the cancellation terms and any applicable fees
- Confirm the cancellation
You will receive a confirmation email once the cancellation is processed. If you need assistance, contact us at [email protected].
3. Booking Modifications
Some bookings can be modified (e.g. changing dates or room type) subject to availability and the supplier’s modification policy. Modifications may result in a price change. If a modification is not possible, you may need to cancel and rebook.
4. Refund Process
- Eligible refunds are processed back to the original payment method
- Refunds typically take 5–10 business days to appear on your statement, depending on your bank
- Refund amounts are determined by the hotel’s cancellation policy as displayed at the time of booking
- Vivley does not charge any separate cancellation fees beyond what the supplier imposes
5. Exceptional Circumstances
In cases of force majeure (natural disasters, government travel bans, pandemics), refund eligibility may be handled on a case-by-case basis in coordination with the hotel supplier. Contact [email protected] for assistance.
6. Your Consumer Rights
Nothing in this policy affects your rights under the Australian Consumer Law or any other applicable consumer protection legislation. If you believe a booking has not been provided as described, contact us and we will work with the supplier to resolve the issue.
7. Contact
For refund or cancellation queries, email [email protected] or visit our help page.