Booking & Cancellation Policy

Guests who need to change a booking should contact Guest Services with the booking reference, requested change and reason for the request.

Changes are subject to availability, booking type, payment status, seating availability and operational preparation already completed for the event.

Cancellation requests must be submitted to Guest Services as soon as possible. The Royal Countess will review the booking date, payment status, cancellation reason and operational impact before confirming the available options.

Corporate bookings may require additional review because quotations, invoices, guest numbers, menus and supplier arrangements may already have been prepared.

Refund eligibility depends on the timing of the cancellation request, the nature of the booking, the payment status and any event-specific terms agreed with the guest or company.

Approved refunds are processed through the appropriate payment channel where possible. Bank and payment provider processing times may apply.

Requests are reviewed with reference to the Consumer Protection Act, 2008 (CPA), the nature of the hospitality service and the operational preparation already undertaken for the event.

Returning from a payment provider or visiting a cancellation page does not by itself cancel or refund a booking.

The booking status reflected in the platform and confirmed by The Royal Countess team is the operational source of truth.

If The Royal Countess must postpone, reschedule or cancel an event, affected guests will be contacted using the details supplied with the booking.

The team will explain the available options clearly and in line with applicable consumer protection requirements.