Refund Policy

1. Overview & Scope

This Refund Policy explains how refunds, cancellations, and billing adjustments are handled across the PlanetHMS ecosystem. Because PlanetHMS provides software services to hospitality businesses and also powers direct online booking engines for participating hotels, this policy distinguishes between:

• PlanetHMS Platform Subscriptions: Commercial software plans (Direct, Revenue, and Groups) and onboarding services billed to hotel operators and hospitality partners.
• Hotel Guest Reservations: Room bookings, packages, and add-ons purchased by guests through a hotel property's PlanetHMS-powered booking engine.

2. PlanetHMS Platform Subscriptions (For Hotels)

Subscription Billing: Platform subscription fees are billed in advance on a monthly or annual cycle in accordance with the selected plan or signed commercial order form.

Onboarding & Implementation Fees: One-time setup, domain configuration, channel mapping, and training fees cover dedicated onboarding resources and are non-refundable once account provisioning has commenced.

Subscription Cancellation: Hotel partners may cancel their subscription prior to the next renewal date by submitting written notice in accordance with their service agreement. Platform access will remain active until the end of the current paid billing period.

Refund Eligibility: Prepaid subscription fees for active or partial billing periods are non-refundable, except in the event of a verified duplicate charge, billing calculation error, or material platform service failure directly attributable to PlanetHMS.

3. Hotel Guest Reservations & Room Bookings

Property-Specific Cancellation Policies: When a guest completes a reservation through a PlanetHMS-powered booking engine, the booking agreement is formed directly between the guest and the respective hotel property.

Refund Calculation: Eligibility for a full refund, partial refund, or credit voucher depends strictly on the rate plan and cancellation policy selected at the time of booking (for example, Free Cancellation before a specified deadline versus Non-Refundable promotional rates), as stated on the guest's booking confirmation.

Processing Timeframes: Once a guest refund is approved by the hotel property or triggered by an eligible automated cancellation, the refund is processed back to the original payment method or designated bank account. Depending on the payment channel and issuing bank, funds typically appear within 5 to 14 business days.

4. Duplicate Charges & Billing Errors

If you experience an accidental duplicate transaction or believe an invoice or reservation charge was processed in error, please report the transaction within 7 calendar days of the payment date. Verified duplicate charges or system billing errors will be refunded in full.

5. How to Submit a Refund Request

For hotel guest reservation refunds, please use the self-service booking management link in your confirmation email or contact the hotel property directly using the contact details listed on your booking voucher.

For PlanetHMS platform billing inquiries or technical payment assistance, please reach out to our team at [email protected] with your property name, invoice number, or booking confirmation code: