Cancellation Policy

This cancellation policy applies to direct bookings with Loftigo UG (haftungsbeschränkt). Each booking is governed by the policy agreed at the time of booking and stated in the booking document; earlier versions continue to apply unchanged to older bookings.

Arrival = the check-in day confirmed in the booking document. Days = calendar days – the local time of the accommodation is decisive. No-show = no check-in on the arrival day without notice. Accommodation price = the price of the nights (excluding separately itemised fees such as cancellation protection or a security deposit).

You select the cancellation policy during the booking process (checkout). The policy that applies to your booking is stated on your booking document. Up to three options are available; only those options are offered whose cancellation deadline can still be met for your arrival date:

1) Flexible – 30 days (standard, at no extra charge). You can cancel free of charge up to and including 30 days before arrival and receive the accommodation price back in full. From 29 days before arrival, and in the event of a no-show, 100 % of the accommodation price is charged.

2) Non-refundable (at no extra charge). Cancellation is not possible; in the event of cancellation or no-show, 100 % of the accommodation price is charged. This option is offered in particular when arrival is less than 30 days away and the "Flexible – 30 days" option is therefore no longer available.

3) Cancellation protection – 20 days. In return for a one-off cancellation protection fee of 5 % of the accommodation price, payable at the time of booking, you can cancel free of charge up to and including 20 days before arrival and receive the accommodation price back in full. From 19 days before arrival, and in the event of a no-show, 100 % of the accommodation price is charged. The cancellation protection fee itself is never refundable.

Accommodation price EUR 3,000, "Flexible – 30 days" policy (no fee): Cancellation 35 days before arrival → full refund of the accommodation price (EUR 3,000). Cancellation 25 days before arrival → no refund of the accommodation price.

Accommodation price EUR 3,000, "Cancellation protection – 20 days" policy: the cancellation protection fee is EUR 150 (5 %), paid at the time of booking. Cancellation 30 days before arrival → refund of the accommodation price (EUR 3,000); the EUR 150 remains with us. Cancellation 15 days before arrival → no refund of the accommodation price.

The easiest way to cancel is directly online: in your customer account, the booking details page shows a "Cancel booking" button for as long as the deadline of your policy is still met. The cancellation takes effect immediately upon confirmation in the system.

Alternatively, you can cancel in writing by email to help@loftigo.com. Cancellations by email take effect when they reach us (timestamp of the incoming mail).

• Any security deposit is refunded irrespective of the cancellation (it is not part of the accommodation price).

• The Loftigo Service fee (management fee) and any cancellation protection fee paid are excluded from the refund.

• If a credit balance results, we refund it within 10 banking days to the original payment method.

• Any bank/transaction fees and currency differences are borne by the customer.

After check-in has taken place, unused nights are not refunded.

Possible subject to availability. If we succeed in re-letting the cancelled nights, we refund overpaid amounts on a pro-rata basis (less reasonable costs).

The statutory right of withdrawal for consumers is generally excluded for accommodation contracts with a fixed date (section 312g(2) no. 9 of the German Civil Code, BGB). See the withdrawal policy for details.

Statutory rights remain unaffected. In the case of officially confirmed events outside the control of both parties, we will consider rebooking or a credit note on the basis of a fair assessment.

German law applies; mandatory consumer protection rights at the customer’s place of residence remain unaffected.