ONTIMERESIDENCE LTD provides hotel and hotel accommodation services in the UK. Since hotel accommodation is a service, not a good product, there is generally no traditional “refund” option. Customers wishing to cancel their accommodation bookings will primarily be processed through cancellation, reservation cancellation, and refund.
- Cancellation Request
Customers who need to cancel their accommodation due to changes in personal arrangements or other reasons can contact us within 1 business day to submit a cancellation request.
The cancellation time and refund amount will be determined based on the specific cancellation conditions of the order, the type of booking, and applicable UK consumer protection laws.
We recommend that customers submit their cancellation requests as early as possible so that we can process them promptly.
- Cancellation of Confirmed Orders is Also Possible
Even if an accommodation booking has been confirmed, customers can still submit a cancellation or refund request to ONTIMERESIDENCE LTD.
We will review the application based on the specific cancellation policy and applicable laws and inform the customer of the final refund amount and processing method.
- Opened, Viewed, or Used Services
Since hotel accommodations are not physical goods, there is no concept of “opening” in the traditional sense.
Even if a customer has viewed the booking information, received check-in confirmation, or has already started using the accommodation service (subject to applicable policies), they can still request cancellation, refund, or service issues.
However, if the accommodation service has started or been completed, the availability and amount of a refund will be determined based on the order cancellation conditions, actual usage, and applicable laws.
Different cancellation rules may apply to accommodation services offered on specific dates or during specific periods; customers should refer to the specific terms displayed at the time of booking.
- Cancellation Time
Unless otherwise specified in the order, customers are advised to submit a cancellation request as early as possible before their planned check-in date.
For orders that meet the refund conditions, we will process the refund after confirming the cancellation eligibility.
This policy will not restrict the customer’s legally entitled rights to cancellation or refunds, should applicable laws grant customers any such rights.
- Refund Method
For orders that meet the refund conditions, we will usually process the refund using the original payment method.
Refund arrival time may be affected by payment institution and bank processing times, as well as the customer’s payment method.
If the order was paid for using a third-party payment service, the actual arrival time may differ from our refund processing time.
- Cancellation After Accommodation Starts
If a customer has already checked in or the accommodation service has started and needs to cancel the remaining accommodation time, they should contact us promptly.
We will determine whether a refund of the unused portion and the specific refund amount is possible based on:
Used accommodation time
Remaining accommodation time
Specific order cancellation policy
Booking type
Applicable law
- Inability to Provide Accommodation Due to ONTIMERESIDENCE LTD’s Reasons
If the confirmed accommodation cannot be provided as ordered due to reasons at ONTIMERESIDENCE LTD or related accommodation arrangements, we will contact the customer within a reasonable scope and provide solutions such as alternative accommodation arrangements, booking adjustments, or refunds, depending on the specific circumstances.
- Refund Processing Time
After confirming that the customer meets the refund conditions, we will submit a refund request as soon as possible.
Refund processing time: Usually completed within 3 business days after refund confirmation.
Actual arrival time may vary depending on the processing speed of banks, payment institutions, or other financial service providers.
- How to Request a Cancellation or Refund
Customers can contact us through the official contact details published on the ONTIMERESIDENCE LTD website, providing:
Customer Name
Order Number
Booking Date
Check-in Date
Contact Email
Reason for Cancellation or Refund (if applicable)
Upon receiving your request, we will verify the relevant order information and inform you of the processing result.
- Contact
Company: ONTIMERESIDENCE LTD
Address: 41 Formans Road, Sparkhill, Birmingham, England, B11 3AA
Email: support@ontimeresidence.co.uk
Tel: +44 7877 154507
- Customer Legal Rights
This cancellation and refund policy does not exclude or limit mandatory rights granted to consumers under UK and other applicable laws.
If applicable laws stipulate special cancellation, refund, or consumer protection rules for specific accommodation bookings, dates of stay, or other service types, the applicable laws shall prevail.
We will process customer cancellation, refund, and related service requests based on the specific order details and applicable laws.
