Cancellation & Refund Policy
Last updated: March 5, 2026
1. Property Rental Cancellation Tiers
The following cancellation schedule applies to property rental bookings. Refund eligibility is determined by when The Estate Reserve ("TER," "we," "us," or "our") receives your written cancellation request relative to your scheduled check-in date. For bookings made within 48 hours of check-in, the 24-hour free cancellation period does not apply; cancellation is subject to the applicable tier based on time remaining before check-in. All references to "days" mean calendar days unless otherwise specified. For Experience Services such as yacht charters, private aviation, culinary experiences, golf cart rentals, and seasonal adventures, see the service-specific cancellation sections below.
| Cancellation Timeline | Refund |
|---|---|
| Within 24 hours of booking (48+ hours before check-in) | Full refund — free cancellation |
| 60 or more days before check-in | Full refund minus $500 administrative fee |
| 30–60 days before check-in | 50% refund of total booking amount |
| Less than 30 days before check-in | No refund |
| No-show or early departure | No refund |
2. Property-Specific Overrides
Certain properties may have unique cancellation terms outlined in their signed occupancy agreement. Where a signed occupancy agreement conflicts with this policy, the terms of the signed agreement shall govern. If no occupancy agreement exists or the agreement is silent on cancellation, this policy applies in full.
3. Confirmation & Payment
Our team reviews all reservation requests within 24 hours. A booking is confirmed only after (a) the deposit has been received and (b) the rental agreement has been signed by all parties. If your reservation request is not confirmed, any deposit collected will be refunded in full. By completing a booking, you authorize The Estate Reserve to charge the payment method on file for the deposit at booking and the remaining balance upon confirmation.
4. Major Disruptive Events
The Estate Reserve maintains a Major Disruptive Events policy for extraordinary circumstances that prevent travel to or use of the booked property. This policy replaces traditional "force majeure" clauses with clearer, more predictable coverage.
Covered Events
The following circumstances constitute Covered Events under this policy, provided that the event directly and materially prevents the Guest from traveling to, occupying, or safely using the booked property:
- Government-declared emergencies or states of emergency
- Mandatory evacuation orders issued by authorities
- Military action, civil unrest, or acts of terrorism
- Utility outages lasting 12 or more consecutive hours at the property
- Unforeseeable natural disasters (earthquakes, tsunamis) directly affecting the property or region
- Named hurricanes or tropical storms: When a named storm is tracking toward the property region with a Category 3 or higher forecast by the National Hurricane Center, cancellations within 14 days of check-in qualify as a Covered Event regardless of hurricane season
- Government-ordered border closures, mandatory quarantine, or lockdowns that physically prevent travel to the property, regardless of the underlying cause (including pandemic-related orders)
- Property rendered uninhabitable due to structural damage, flooding, mold, or loss of essential utilities (power, water, sewage) lasting 12 or more hours during your stay
Not Covered
The following circumstances do not constitute Covered Events and are not eligible for Major Disruptive Event relief:
- Personal illness, injury, or medical conditions (travel insurance recommended)
- Non-binding travel advisories or general safety warnings
- General seasonal weather patterns that do not result in a named storm or government declaration
- Endemic health conditions that do not result in government-imposed travel restrictions or property closures
- Fear of travel or general safety concerns
- Changes in personal plans, schedules, or preferences
- Transportation disruptions (flight delays, cancellations) unless directly caused by a Covered Event
- Failure to obtain required travel documents (passport, visa, health certificates)
Documentation & Remedy
All Major Disruptive Event claims must be supported by official documentation (government notices, emergency declarations, utility company reports). Upon verification, The Estate Reserve will offer, at its sole discretion, either a rescheduling credit valid for 12 months or a refund minus any non-recoverable third-party costs.
5. Host-Initiated Cancellations
If a property owner or manager cancels a confirmed booking, the following applies:
- Guest remedy: The Estate Reserve will provide a full refund of all amounts paid, including service fees and taxes, within 10 business days. In addition, TER will offer either (a) rebooking to a comparable or upgraded property at no additional cost, subject to availability, or (b) a 10% rebooking credit valid for 12 months toward a future booking.
- Host penalties: Hosts who cancel a confirmed booking within 30 days of check-in will forfeit their commission on their next completed booking. After two (2) host-initiated cancellations within a 12-month period, the host's listing may be demoted or removed from the platform at TER's sole discretion.
- Exception: Host cancellations caused by Major Disruptive Events (Section 4) or property damage beyond the host's control will not incur penalties, provided the host notifies TER immediately and provides supporting documentation.
6. Mid-Stay Emergencies & Property Defects
If during your stay the property becomes uninhabitable or a material amenity (as listed in the property description) fails and cannot be remedied within 24 hours, The Estate Reserve will:
- Assist with rebooking to a comparable property at no additional cost, subject to availability.
- Provide a prorated refund for any unused nights if rebooking is not possible or declined.
- If an evacuation order is issued during your stay, TER will prorate the refund for unused nights and provide emergency contacts and rebooking assistance.
Material Amenities
Material amenities include, but are not limited to: air conditioning, hot water, electricity, running water, functioning kitchen appliances, pool (if listed), and internet/WiFi (if listed). Cosmetic or minor issues (e.g., a burned-out light bulb, minor wear) do not qualify.
7. Date Changes
Date change requests are subject to availability and must be made at least 30 days before the original check-in date. A $250 rebooking fee may apply. Rate differences for the new dates will be charged or credited accordingly. Only one date change is permitted per booking.
8. Yacht Charter Cancellation
Yacht charter cancellations are subject to separate cancellation tiers due to the unique costs associated with vessel positioning, crew scheduling, provisioning, and port arrangements. The following schedule applies to all yacht charter bookings facilitated through The Estate Reserve. Charter deposits become non-refundable after 30 days from the date of booking, regardless of the cancellation tier that would otherwise apply. Fuel surcharges, port fees, dockage fees, and provisioning costs that have already been incurred or committed at the time of cancellation are non-refundable under all circumstances. For cancellations involving multi-day charters or international itineraries, additional non-recoverable costs (including but not limited to customs clearance fees, international crew permits, and foreign port deposits) may be deducted from any refund. See the Experience & Service Terms for complete yacht charter terms, including vessel substitution, weather protocols, and captain authority provisions.
| Cancellation Timeline | Refund |
|---|---|
| 90 or more days before charter date | Full refund minus $1,000 administrative fee |
| 60–90 days before charter date | 50% refund |
| 30–60 days before charter date | 25% refund |
| Less than 30 days before charter date | No refund |
| Weather cancellation by captain | Rescheduling credit or 75% refund (minus non-recoverable costs) |
9. Private Aviation Cancellation
Private aviation cancellations involve substantial costs related to aircraft positioning, crew scheduling, flight planning, overflight permits, and catering arrangements. The following schedule applies to all private aviation bookings facilitated through The Estate Reserve. Empty leg repositioning fees (the cost of positioning an aircraft to or from the departure point) are non-refundable once the aircraft operator has committed positioning resources. Diversions, delays, or route changes caused by weather conditions, air traffic control directives, or other factors outside the operator's control do not constitute cancellations and are not eligible for refund. Catering that has been ordered and prepared is non-refundable within 48 hours of the scheduled departure. For international flights, any governmental fees, overflight permits, or landing permits that have been secured and paid are non-refundable. The aircraft operator retains sole authority over flight safety decisions, and any operational cancellation by the operator due to mechanical issues or safety concerns shall entitle the Guest to full rebooking or a 100% refund at the Guest's election.
| Cancellation Timeline | Refund |
|---|---|
| 72 or more hours before scheduled departure | Full refund minus positioning/ferry fees already incurred |
| 24–72 hours before scheduled departure | 50% refund |
| Less than 24 hours before scheduled departure | No refund |
| Mechanical or weather cancellation by operator | Full rebooking or 100% refund |
10. Culinary, Wellness & Event Cancellation
The following cancellation schedule applies to culinary experiences (private chef services, cooking classes, wine tastings, food tours), wellness services (spa treatments, yoga sessions, personal training, meditation retreats), and curated events (celebrations, dinner parties, themed gatherings) facilitated through The Estate Reserve. Where a culinary, wellness, or event booking involves the advance purchase of perishable ingredients, specialty products, or custom materials, the cost of such items already procured is non-refundable regardless of cancellation timing. Practitioner and specialist scheduling commitments may result in non-refundable deposits paid to third-party service providers. For curated events involving multiple vendors (florists, musicians, decorators, rental equipment), a separate cancellation schedule applies as set forth below, reflecting the longer lead times and financial commitments required by event vendors.
| Cancellation Timeline | Refund |
|---|---|
| 48 or more hours before scheduled service | Full refund |
| 24–48 hours before scheduled service | 50% refund |
| Less than 24 hours before scheduled service or no-show | No refund |
Multi-Vendor Events
For curated events involving external vendors (florists, caterers, musicians, equipment rental companies, decorators, photographers, or other event service providers), the following enhanced cancellation schedule applies due to the extended commitments and deposits required by event vendors:
- 30 or more days before the event: Full refund minus non-recoverable vendor deposits already paid.
- 14–30 days before the event: 50% refund minus non-recoverable vendor deposits already paid.
- Less than 14 days before the event: No refund. The Guest is responsible for the full event cost, including all vendor commitments made on the Guest's behalf.
11. Golf Cart Rental Cancellation
The following cancellation schedule applies to all golf cart rental bookings facilitated through The Estate Reserve. Golf carts must be returned by the agreed-upon return time specified in the rental confirmation; late returns will be charged at the applicable daily rental rate for each additional day or partial day. Early returns do not entitle the Guest to a refund for unused rental days. Guests are responsible for the golf cart during the entire rental period and are financially liable for any damage, loss, or theft in accordance with the golf cart rental agreement and the Experience & Service Terms.
| Cancellation Timeline | Refund |
|---|---|
| 24 or more hours before scheduled pickup | Full refund |
| Less than 24 hours before scheduled pickup | Full refund minus $50 processing fee |
| No-show | No refund |
12. Executive Transport & Chauffeur Cancellation
The following cancellation schedule applies to all executive transport, chauffeur, and ground transportation services facilitated through The Estate Reserve. Executive transport bookings involve vehicle allocation, driver scheduling, and route planning commitments. Cancellations within 24 hours of the scheduled service may result in positioning fees if the vehicle and driver have already been dispatched or allocated. For airport transfers, TER monitors flight status and will adjust pickup times accordingly at no additional charge for flight delays. See the Experience & Service Terms for complete executive transport terms, including vehicle substitution, wait time charges, and luggage liability.
| Cancellation Timeline | Refund |
|---|---|
| 48 or more hours before scheduled pickup | Full refund |
| 24–48 hours before scheduled pickup | Full refund minus $75 scheduling fee |
| Less than 24 hours before scheduled pickup | No refund |
| No-show | No refund |
| Vehicle mechanical issue or driver unavailability | Full rebooking or 100% refund |
13. Seasonal Adventure Cancellation
The following cancellation schedule applies to seasonal adventure experiences facilitated through The Estate Reserve, including but not limited to deep-sea fishing charters, surfing lessons, horseback riding excursions, zip-lining, ATV tours, scuba diving expeditions, rainforest hikes, bioluminescent bay kayaking, and other outdoor adventure activities. Many adventure experiences are operated by independent third-party operators who maintain their own cancellation policies, which may be more restrictive than those set forth herein. Where a third-party operator's cancellation policy is stricter, the third-party operator's policy shall prevail with respect to deposits and fees paid directly to that operator. Expedition deposits paid to third-party operators are subject to the operator's own cancellation terms, and TER cannot guarantee the recovery of such deposits. The Estate Reserve strongly recommends that Guests obtain comprehensive travel insurance with "Cancel for Any Reason" (CFAR) coverage for all adventure bookings, given the inherent unpredictability of weather, environmental conditions, and physical readiness requirements associated with adventure activities.
| Cancellation Timeline | Refund |
|---|---|
| 30 or more days before scheduled activity | Full refund minus $500 non-refundable deposit |
| 14–30 days before scheduled activity | 50% refund |
| Less than 14 days before scheduled activity | No refund |
14. Holiday & Peak Season Provisions
During designated peak season periods, all cancellation tiers for property rentals (Section 1) and Experience Services (Sections 8–12) shift by an additional thirty (30) days. For example, the 60-day property rental cancellation tier becomes 90 days during peak season, and the 30-day yacht charter tier becomes 60 days. Peak season bookings may require non-refundable deposits at the time of booking, as specified during the reservation process. The Estate Reserve will clearly identify peak season dates, applicable surcharges, and modified cancellation terms during the booking process prior to confirmation. Guests who book during peak season acknowledge and accept the extended cancellation timelines as a condition of their reservation.
Designated Peak Season Periods
The following periods are designated as peak season for all properties and Experience Services unless otherwise specified in the property listing or service description:
- Christmas and New Year: December 20 through January 5
- Easter and Spring Break: The two-week period surrounding Easter Sunday (dates vary annually; TER will publish specific dates by October 1 of the preceding year)
- Major Local Festivals: Including but not limited to San Sebastian Street Festival (San Juan), Puerto Rico Restaurant Week, and other significant regional events as designated by TER
- Property-Specific Peak Dates: Individual properties may have additional peak dates (e.g., properties near golf courses during major tournaments) which will be identified in the property listing
15. How to Cancel
To initiate a cancellation, follow these steps. Cancellation timing is determined by the date and time The Estate Reserve receives your written cancellation request, not the date of your intended departure or the date you decided to cancel.
- Email our concierge team at concierge@theestatereserve.com with your booking confirmation number, the primary guest's full legal name, and the reason for cancellation.
- Receive confirmation — we will acknowledge your cancellation request within 24 hours and confirm the applicable refund tier based on the date and time of receipt.
- Refund processing — approved refunds will be processed within 10 business days to the original payment method. Allow additional time for the refund to appear on your statement depending on your financial institution (typically 5–10 additional business days).
16. Refund Method
Approved refunds will be issued to the original payment method used for the booking. If the original payment method is no longer available (e.g., expired card, closed account), TER will contact you to arrange an alternative refund method, which may include bank transfer or check. TER is not responsible for delays caused by your financial institution. "Total booking amount" for refund calculation purposes includes the nightly rate and cleaning fee, but excludes service fees and taxes, which are refunded separately and in full for any cancellation that qualifies for a refund under this policy.
17. Chargebacks & Payment Disputes
You agree to contact The Estate Reserve before initiating a chargeback or payment dispute with your financial institution. Initiating a chargeback without first following our cancellation process or the dispute resolution process in our Terms of Service constitutes a violation of these Terms. TER reserves the right to contest chargebacks, suspend accounts pending resolution, pursue collection of amounts owed, and permanently ban accounts involved in fraudulent or abusive chargeback activity. See our Terms of Service for full details.
18. Travel Insurance
The Estate Reserve strongly encourages all guests to obtain comprehensive travel insurance, including "Cancel for Any Reason" (CFAR) coverage where available. A good policy should cover trip cancellation, trip interruption, medical emergencies, personal belongings, and third-party liability. Travel insurance can protect you in situations not covered by this cancellation policy, including personal illness, injury, or changes in personal circumstances. TER does not sell or endorse any specific travel insurance product.
19. Contact Us
For cancellation requests or questions about this policy, please contact our concierge team at concierge@theestatereserve.com. For legal inquiries, contact legal@theestatereserve.com.
See also: Booking Terms · Terms of Service · Privacy Policy · Experience Terms