Legal
Refunds & Cancellations
Effective: 1 June 2026 · Escapra OY · Espoo, Finland
1. Scope
This Refunds & Cancellations Policy applies to all bookings made through the Escapra hotel connectivity platform, wallet credit top-ups, and platform subscription fees. Escapra OY is a B2B service — this policy applies to business customers and travel partners, not to individual consumers.
2. Hotel Booking Cancellations
Cancellation terms for individual hotel bookings are determined by the rate plan selected at the time of booking. Three types of cancellation policy apply: Fully refundable — Bookings cancelled before the hotel's deadline (shown at checkout and in the confirmation voucher) are refunded in full to your Escapra Wallet or original payment method within 5–10 business days. Partially refundable — A cancellation fee applies if the booking is cancelled after a partial-refund deadline. The refundable portion is credited to your Escapra Wallet. Non-refundable — Bookings on non-refundable rate plans cannot be cancelled or modified for a refund after confirmation. The full booking amount is charged regardless of cancellation. The applicable policy is clearly displayed before booking confirmation and included in the booking voucher. Escapra does not override hotel cancellation policies.
3. Booking Modifications
Requests to modify confirmed bookings (change of dates, room type, or guest details) are subject to hotel availability and the rate plan's modification policy. Where modification is permitted, any price difference will be charged to or credited from your Escapra Wallet. Modifications must be submitted via the Partner Portal or API before the hotel's modification deadline. Escapra charges no modification fee beyond any difference in rate.
4. No-Shows
If a guest fails to arrive on the check-in date without prior cancellation, the booking is treated as a no-show. No-show charges are determined by the hotel's rate plan, typically equivalent to the full booking value. No refund is available for no-shows on non-refundable or no-show-policy rate plans.
5. Wallet Credits
Escapra Wallet credits purchased by bank transfer (SWIFT or SEPA) or via Stripe are non-refundable except in the following circumstances: • Duplicate top-up: if an identical transaction is processed twice in error, the duplicate amount will be refunded within 10 business days upon written request to support@escapra.com. • Account closure: upon termination of your commercial agreement, any unused Wallet balance will be refunded to your nominated bank account within 30 days, minus any outstanding invoices or platform fees. Wallet credits do not expire while your account is active.
6. Platform Subscription Fees
Platform subscription and access fees are charged per your commercial agreement and are non-refundable once the billing period has commenced. Where Escapra fails to meet the agreed service level and service credits apply (see SLA policy at escapra.com/sla-support), credits will be applied to your next invoice and are the sole remedy for service availability failures.
7. Disputed Charges
If you believe a charge is incorrect, contact us within 30 days of the invoice date at support@escapra.com with your booking reference or invoice number. We will investigate and respond within 10 business days. If a charge is confirmed as erroneous, a refund or credit will be issued within 10 business days of confirmation.
8. Force Majeure
In cases of force majeure (natural disaster, government travel ban, pandemic restrictions, or other events beyond reasonable control), Escapra will work with hotel partners to obtain the best possible outcome for affected bookings. Refund outcomes in force majeure situations are subject to individual hotel policies and are not guaranteed by Escapra.
9. How to Request a Refund or Cancellation
Submit cancellation and refund requests through: • Partner Portal — Bookings section → Cancel / Modify • Email — support@escapra.com (include booking reference) • Phone — +358 44 9813947 (business hours, Mon–Fri 09:00–17:00 EET) For urgent requests within 6 hours of check-in, contact us by phone for priority handling.
10. Governing Law
This policy is governed by Finnish law. Any disputes are subject to the jurisdiction of the District Court of Espoo (Espoon käräjäoikeus). Escapra OY · Rummunlyöjänkatu 11 E 034, 02600 Espoo, Finland · support@escapra.com