Refund Conditions

Refund Policy

MiTuCasa is committed to ensuring transparency and clarity in the refund conditions for vacation rental bookings and ancillary services. This page describes the methods, terms and conditions for requesting refunds in the event of cancellation or booking modifications.

Important: These refund conditions comply with the Italian Civil Code and the applicable regulations governing tourist rentals. We invite you to read this page carefully before making a booking.

1. Accommodation cancellation policy

The refund conditions for accommodation cancellation follow the terms set out in the MiTuCasa Booking Agreement:

Cancellation timing	Refund	Deductions
More than 60 days before check-in	Full refund (100%)	No deductions
15 to 60 days before check-in	Full refund (100%)	Possible administrative fee (€10-15)
Less than 15 days before check-in	No refund	Full deduction of the amount or security deposit
No-show	No refund	Full deduction of the amount or security deposit

Please note: Cancellations must be communicated promptly by email to [email protected], by phone, WhatsApp or via the form on the website. The date on which the cancellation notice is received determines the applicable cancellation timing.

2. Booking modifications

Booking dates may be modified under the following conditions:

Request period	Modification availability	Costs
More than 15 days before check-in	Modification possible (subject to availability)	Any price differences based on seasonality
Within 15 days of check-in	Modification possible (subject to availability)	Price differences + any applicable fees

Modifications must be requested by email to [email protected] and are always subject to availability confirmation by the Property Manager.

3. Ancillary services refunds

Booked ancillary services (transfers, extra cleaning, linen, etc.) are an integral part of the booking and are subject to the following refund rules:

General rules for ancillary services

Accommodation cancellation: In the event of accommodation cancellation, booked ancillary services are automatically cancelled. The refund follows the same conditions as the accommodation (see section 1)
Single service cancellation: Ancillary services are NOT individually refundable once confirmed, except in documented cases of supervening impossibility (see section 5)
Services already rendered: Services already provided (completed transfer, delivered welcome package, etc.) are never refundable

Service	Refund upon accommodation cancellation	Individual service refund
Airport Transfer	Refund per accommodation policy	NOT refundable (except force majeure)
Extra Cleaning Service	Refund per accommodation policy	NOT refundable (except force majeure)
Linen and Towels	Refund per accommodation policy	NOT refundable (except force majeure)
Welcome Package	Refund per accommodation policy	NOT refundable (products already purchased)
Cot/High Chair	Refund per accommodation policy	NOT refundable (except force majeure)
Late Check-out	Refund per accommodation policy	NOT refundable (except force majeure)
Early Check-in	Refund per accommodation policy	NOT refundable (except force majeure)

Legal note: Under the Italian Civil Code, confirmed ancillary services constitute independent contractual obligations. Their cancellation is only possible within the terms established for the main accommodation or in cases of supervening impossibility as provided by Art. 1463 of the Italian Civil Code.

4. Non-refundable charges

The following charges are never refundable, regardless of the cancellation timing:

Administrative and fiscal costs

Booking management fee (€10-15)
Third-party platform commissions (Booking.com, Airbnb)
Credit card transaction costs
Tourist taxes already remitted to the Municipality
Stamp duties and contract registration fees

Services already rendered

Airport transfer already completed
Welcome package already delivered
Concierge services already provided
Event/attraction tickets already purchased
Any service already performed

5. Supervening impossibility and force majeure

Pursuant to Art. 1463 of the Italian Civil Code, in the event of supervening impossibility of performance for reasons not attributable to the debtor, the obligation is extinguished and the parties are released from their respective obligations.

MiTuCasa recognizes supervening impossibility in the following documented cases:

Serious health reasons: Hospital admission, serious illness certified by a physician, certified positive COVID-19 test
Family emergencies: Bereavement (parents, spouse, children), sudden serious illness of a family member
Natural disasters: Earthquakes, floods, extreme weather events preventing travel
Extraordinary events: Government travel bans, mobility restrictions imposed by authorities, declared state of emergency
Transportation issues: Flight cancellations due to force majeure, confirmed national strikes
Property uninhabitability: Serious issues rendering the property uninhabitable (breakdown, fire, flooding)

Mandatory documentation: Original medical certificates, official authority communications, cancelled flight tickets, government attestations, photographic documentation of property damage.

To request a refund in cases of supervening impossibility:

Contact MiTuCasa immediately by email at [email protected] or by phone
Submit complete documentation within 48 hours of becoming aware of the event
The team will assess the request within 72 business hours
If approved, full refund within 14 business days
If rejected, written reason within 48 hours with the option to submit additional documents

Note: MiTuCasa reserves the right to assess each request at its own discretion based on the documentation submitted. Approval is not automatic and requires unambiguous proof of supervening impossibility.

The following cases do NOT constitute supervening impossibility and do not give rise to a right of refund:

Simple change of plans or change of mind
Non-urgent supervening work commitments
Foreseeable adverse weather conditions (heat, normal rain)
Generic fear or concern without objective basis
Personal financial difficulties
Minor illnesses (common cold, mild flu) that do not prevent travel
Known pre-existing conditions

6. Refund methods

Refunds are processed according to the following methods:

Available refund methods

Credit/debit card: Refund credited to the same card used for payment within 7-14 business days of cancellation confirmation. Actual timing depends on your bank
PayPal: Refund to the PayPal account used within 3-5 business days
Bank transfer: Refund within 14-21 business days to the IBAN provided. Complete and valid bank details must be supplied
Cash (in-person payments only): Refund within 30 days by bank transfer

Procedure for requesting a refund

Send a cancellation request by email to [email protected] including your booking code and reason for cancellation
You will receive acknowledgment of receipt within 24 business hours
The Property Manager will assess the request and communicate the refund amount due within 48 hours
Confirm your preferred refund method
Refund processing according to the timelines indicated for each method
Email notification of completed refund

7. Refunds for issues during the stay

In the event of serious problems during the stay that render the accommodation uninhabitable or substantially different from what was booked:

Mandatory procedure for complaints during the stay

Immediate report: Contact the Property Manager immediately at the emergency number provided in the check-in information (available 24/7)
Documentation: Photograph and film the issue BEFORE any intervention takes place
Resolution attempt: The Property Manager has the right to attempt to resolve the issue within 24 hours
Alternative solution: If the issue cannot be resolved, the Property Manager will offer an equivalent or superior alternative accommodation at no additional cost
Refund: Only if no solution is possible and the Guest decides to cut short the stay, a proportional refund will be issued for unused nights

Issues that give rise to a refund

Total heating/air conditioning system failure (unresolved for more than 24h)
Complete absence of water or electricity (more than 12h)
Documented serious infestations (insects, rodents)
Unsafe accommodation or non-compliance with safety regulations
Material discrepancy from description/photos (floor area, number of rooms, essential facilities)
Severely inadequate hygiene conditions

Issues that do NOT give rise to a refund

Unmet personal preferences (taste, decor style)
Uncontrollable external noise (traffic, roadworks, neighbors)
Adverse weather conditions
Damage or issues caused by the Guest
Unrealistic expectations or items not described in the listing
Minor issues that are easily resolved (blown lightbulb, slow Wi-Fi)
Issues resolved within 24h of being reported

Important: Failure to report the issue to the Property Manager immediately results in forfeiture of the right to a refund. The Guest must always give the Property Manager the opportunity to resolve the issue before vacating the property.

8. Vouchers as an alternative to refunds

As an alternative to a monetary refund, MiTuCasa may offer vouchers for future stays with advantageous conditions:

Option	Value	Validity	Conditions
Standard Voucher	100% of cancellation amount	12 months	Redeemable for any MiTuCasa accommodation, non-transferable, non-divisible
Voucher Plus	110% of cancellation amount	18 months	10% bonus, also redeemable for ancillary services
Loyalty Credit	120% of cancellation amount	24 months	Loyalty program members only, combinable with other discounts

Benefit: By choosing a voucher instead of a monetary refund, you receive a higher value to use toward your next stay with MiTuCasa. The voucher is issued in the holder's name and is not transferable to third parties.

9. MiTuCasa Insurance

MiTuCasa strongly recommends taking out MiTuCasa Insurance (€60 per person), which offers comprehensive protection:

Full flexible cancellation

If you cancel after 15 days, you recover the full amount paid plus any security deposit. No penalty applied.

Refund for property issues

If the property does not match the description, full refund for unused nights with no disputes.

€250 damage deductible

Coverage for accidental damage to the property up to €250 per person.

24/7 Assistance

Emergency support during your stay + free luggage storage for up to 5 days.

More information at mitucasa.com/en/insurance

10. Security deposit

The security deposit (maximum €500) may be withheld in the event of:

Security deposit deductions

Damage to furniture, appliances, fixtures or the property structure
Extraordinary cleaning required beyond normal wear and tear
Missing, stolen or damaged items
Serious violations of the house rules
Administrative fines resulting from Guest infractions

Security deposit refund

Property inspection within 24 hours of check-out
Full refund if no damage is found
Refund within 7 business days of the inspection
Detailed email for any deductions made
Option to dispute within 48 hours with photos/evidence

11. Disputes and resolution

In the event of disputes relating to refunds or cancellations:

Direct contact: Report by email ([email protected]) or phone to customer service
Internal review: Documentation analysis within 72 business hours
Resolution proposal: Submission of a reasoned resolution proposal
Mediation: Option to use mediation through a consumer protection body
Jurisdiction: Court of Barcelona (as per the Booking Agreement)

Dispute contacts

Email: [email protected]

Phone: 06 9763 7880 (Mon-Fri 9:00 AM - 6:00 PM)

Guaranteed response time: 72 business hours

12. Applicable regulations

These refund conditions are governed by:

Italian Civil Code (Arts. 1175, 1218, 1453, 1463 - supervening impossibility)
Law 217/1993 (Vacation Rentals)
D.Lgs. 79/2011 (Tourism Code) - where applicable to tourist packages
Consumer Code (D.Lgs. 206/2005)
MiTuCasa Booking Agreement

Note: These refund conditions form an integral part of the Booking Agreement. In the event of any conflict, the provisions of the Booking Agreement signed/accepted by the Guest shall prevail.

13. Amendments to these conditions

MiTuCasa reserves the right to amend these refund conditions. Any amendments will be published on this page with the updated date indicated.

The conditions applicable are those in force at the time of booking. Subsequent amendments do not affect bookings already confirmed.

14. Contact information

To request refunds, cancellations or information:

Cancellations and Refunds