Your vacation is our priority

Given the current pandemic situation, we are pleased to indicate our new COVID terms and conditions in addition to the STANDARD terms and conditions specified on our website, or those associated with your rental agreement.
We are working hard to find the solution that guarantees the interest of all parties involved (individual guests, agencies, owners). We hope you appreciate our efforts.

If, following the Covid-19 restrictions imposed by the government of the guest's country of origin or by the local government where the accommodation is based, a cancellation is requested beyond the terms indicated by the cancellation policies associated with your reservation, for which there is a penalty, the refund will be made only upon the occurrence of the following CONDITIONS:

1) Travel Restrictions (applies only in the event that all adult guests indicated in the booking are vaccinated and, according to current regulations, in possession of a Green Pass).

In the event that it is not possible to travel to your destination due to restrictions imposed by the competent government; such circumstances include:

- Indications from the government of the country of origin of the holder of the booking not to travel to Italy (does not apply in the case of only a recommendation not to travel to Italy).

- Indications by the Italian Government of a quarantine obligation for a period exceeding 24 hours for all vaccinated guests upon their arrival. 

2) Region / Zone / Municipality Closures

In the event that the Region / Area / Municipality where the facility is located was forced to close during the stay due to restrictions imposed by the government or the competent health authority.

3) Closure of the Structure

In the event that the booked accommodation is no longer available due to restrictions imposed by the competent government.

HOW TO CANCEL

To cancel, just send an email to info@hellochalet.it, specifying the reasons and circumstances of the request.

In the event that one of the previous conditions is fulfilled, you will be entitled to one of the following options: 

- A voucher to be used in the future with us, equivalent to the amount paid;

- A cash refund equal to 90% of the amount paid. We will retain 10% for administrative expenses.

By choosing the voucher option, the following conditions will be applied:

• Valid 18 months from the date of issue;

• The value of the voucher is not divisible and must therefore be used for a single period of stay. Any price differences compared to the value of the voucher must be paid; if the value of your voucher exceeds the value of the new booking, additional extra services will be provided to compensate;

• The voucher is transferable and can therefore be used by third parties (only with official authorization from the voucher holder).

The conditions for obtaining a refund refer exclusively to the circumstances listed above. 

It is specified that after the check-in date it will not be possible to make any changes to bookings and no refund requests will be taken into consideration.

Refunds will not be given for cancellations due to personal reasons, such as a member of the group testing positive, fear of travelling, cancellation of a flight, and anything not mentioned in points 1, 2, and 3 listed above.

The holder of the reservation and each member of the group included in the same must be in possession of a Green Pass or any other valid certification required by the national and local authorities, for the entire duration of the stay. Therefore, in the absence of such documentation, no request for reimbursement will be taken into consideration.

We recommend that you always take out travel insurance and carefully check which risks are covered and how the terms and conditions apply. More and more insurance companies provide emergency medical coverage to customers if they contract the virus abroad. We recommend that you include hospital costs, ambulance costs, additional accommodation costs (if you cannot return home as originally planned), and repatriation if medically necessary, in your coverage.

Hellochalet staff is available to provide any clarification regarding the cancellation conditions. We suggest you consult our FAQ section.