Cancellation & Refund Policy
This policy applies to direct bookings made through the official The White Wood website.
1. Cancellation by Guests
- At least 3 days before check-in: Eligible for a 100% refund of the total booking amount paid.
- Less than 3 days before check-in: Non-refundable, except where an exception is approved by The White Wood or required by applicable law.
Eligibility is calculated using the date and time The White Wood receives the cancellation request and the scheduled check-in date and time stated in the booking confirmation.
2. How to Cancel
Send your cancellation request through the contact channels published on our official website. Include your booking reference, guest name and registered contact details.
3. Refund Amount and Processing
Eligible cancellations receive a full refund of 100% of the booking amount paid. No payment processing fees or cancellation charges will be deducted from an eligible refund.
Approved refunds will be initiated within 7–14 business days. The time for funds to appear may vary depending on the payment provider and receiving bank. Refunds will generally be returned to the original payment method, subject to provider procedures.
4. Cancellation by The White Wood
If we cancel a confirmed booking and cannot provide an alternative accepted by the guest, the guest will receive a full refund of the amount paid for the affected booking.
5. Amendments and No-Shows
Date changes are subject to availability and approval. Failure to check in on the scheduled arrival date without prior cancellation or notification is treated as a no-show and is not eligible for a refund, except where an exception is approved or required by law.
6. Third-Party Bookings
Bookings made through platforms such as Agoda or Airbnb are subject to the relevant platform’s cancellation and refund terms.
Contact
Company: WHITEWOOD MY SERVICES
SSM Registration No.: 202603170784 (PG0589791-U)
Contact Phone Number: +60125493341