Requesting a refund – How does it work?

We do our best to make your connection smooth during your stay. If you experienced issues, here’s what to know 👇

📌 You may be eligible for a refund if:

• The WiFi was unavailable for more than 24 hours,
• You contacted us via chat during your stay,
• There is no trace of connection linked to your device/code,
• The request is made during the stay, not weeks later.

❗ Going to reception isn’t enough.
Once your stay is over, we can’t investigate or act.

🙅‍♀️ Exclusions (non-refundable cases):

• Device settings not corrected (private MAC, energy-saving, mobile data fallback…),
• Weak signal use (e.g. inside sealed motorhome),
• Too many devices used (code for 2 used on 4 – tracked via MAC),
• Network activity confirmed, with:
• more than 1 GB consumed (~1h HD video, 16h audio, 20h browsing),
• or DNS requests to YouTube, Netflix, TikTok, etc.

👉 In such cases, the connection worked.

✅ How to request a refund?

➡️ Use the chat

💳 Refunds are processed only to the card used for online purchase or directly at the reception after validation by our support team.

Updated on: 18/07/2025