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    Complaints & Refunds

    Your satisfaction, our commitment

    We do everything we can to ensure the quality of your stay. This page describes the complaint procedure, our cancellation conditions, and the refund terms.

    1. Complaint handling

    Any complaint may be sent, quoting your booking reference, by:

    We acknowledge receipt of each complaint within 48 hours and undertake to provide a response within a maximum of 7 business days.

    2. Cancellation conditions

    • Free cancellation up to 10 days before the arrival date: full refund of amounts paid.
    • Cancellation less than 10 days before arrival: please contact us by email at reservations@palaisharran.com. Each request is reviewed on a case-by-case basis, depending on the situation, to find the best possible solution.
    • No-show: the full amount of the stay is retained.

    3. Refunds

    For an eligible cancellation or a billing error, the refund is made to the payment method used for the booking (the bank card used for the online payment), within a maximum of 14 days after the refund is approved. No cash refund is made for a payment made by card.

    4. Disputes

    Failing an amicable resolution, any dispute relating to a booking is subject to Tunisian law and falls under the jurisdiction of the Tunisian courts. The consumer may also use the mediation mechanisms provided for by applicable regulations.