Order cancellation policy

Last updated: 08.09.2026

This policy complements Terms and conditions. By paying for the booking you confirm that you have read and accept the rules below.

1. Services covered

It applies to accommodation bookings and, where relevant, fixed-date packages / experiences confirmed by Ecvestria Ranch (including via site, phone, email or WhatsApp). Special peak-period terms (New Year, holidays, sold-out events) may be stated at confirmation and override the general rules only if accepted in writing before payment.

2. Full payment

• Bookings are confirmed with full payment of the communicated stay / service value (100% of the rate).
• Payment may be made online (NETOPIA Payments, when active) or via other channels indicated by the team (bank transfer, etc.).
• Without full payment received and written confirmation, the place is not guaranteed.

3. Free cancellation (at least 7 days before)

• You may cancel free of charge if you give written notice (email / WhatsApp / confirmed SMS) at least 7 (seven) calendar days before check-in (or before a fixed-time service starts).
• In that case, the amount paid is refunded in full via the same payment channel, within a reasonable time (typically up to 14 business days after cancellation approval; bank / processor delays may apply).
• The 7-day window is calculated up to 12:00 on the day that marks the seventh day before check-in, unless otherwise agreed in the confirmation.

4. Cancellation less than 7 days before / no-show

• If you cancel less than 7 days before check-in, the full amount paid is not refunded.
• Failure to arrive on the booked date without notice within the free-cancellation window (no-show) results in full forfeiture of the amount paid.
• Shortening the stay after check-in or unused nights / services already paid does not generate a refund for the unused period.

5. Rescheduling within the year

• Alternative to a refund: instead of a cash refund (or when a refund does not apply but availability exists), you may request rescheduling of the stay / service within the same calendar year in which the original booking was paid.
• Rescheduling is allowed once per booking, subject to room / package availability and written confirmation from Ecvestria Ranch.
• The new date must fall within the same calendar year (1 January – 31 December of the year of the paid booking), unless otherwise agreed in writing.
• If the rate for the new period is higher, the difference is payable. If lower, the difference is not necessarily refunded in cash and may remain as internal credit for Ecvestria services, as confirmed.
• Failure to use the new date in time, without a further valid cancellation under this policy, results in loss of the amount paid.

6. How to cancel or reschedule

Send your request in writing to office@ecvestriaranch.ro or via WhatsApp / phone at +40 376 441 115, stating: the name on the booking, check-in/check-out dates, and whether you want a refund (if eligible) or rescheduling.

Cancellation or rescheduling only counts once we confirm it in writing.

7. Situations that do not usually qualify for a refund

• Changing personal plans without meeting the 7-day window;
• unfavourable weather that does not prevent accommodation (outdoor activities may be adapted / rescheduled);
• minor issues solvable on site (e.g. room preferences) without giving us a chance to remedy;
• arriving with fewer guests than booked — the confirmed rate remains due unless the booking was changed in time.

8. Force majeure and exceptional situations

In force majeure, legal travel restrictions or documented objective impossibility (e.g. serious medical emergency with evidence), Ecvestria Ranch may approve, case by case, priority rescheduling or a refund even outside the 7-day window. Such solutions are not automatic and are confirmed only in writing.

9. Restaurant and services without accommodation

Individual guests do not book a table. For organized groups and private events, a phone reservation may have its own rules (e.g. a group guarantee). These are confirmed by phone. Last-minute cancellations for large tables may attract penalties stated at booking.

10. Complaints

For disputes about payments or cancellations, contact us first. You may then go to ANPC or the EU ODR platform, under the law.