Refund & Cancellation Policy

1. General principle

A booking refund, where applicable, follows the cancellation policy of the rate you booked, shown clearly before you confirm payment.

Refunds are always processed to the same payment method used for the purchase. PlugCheckin does not issue cash refunds or refunds to a different payment method.

2. Cancellation policy types

Each rate carries one of the following policies, shown on the booking page before payment:

Flexible: free cancellation until 24 hours before check-in. After that, no refund.

Moderate: free cancellation until 5 days before check-in; 50% refund until 48 hours before. After that, no refund.

Strict: free cancellation until 14 days before check-in; 50% refund until 7 days before. After that, no refund.

Non-refundable: no cancellation or refund; in exchange, the rate includes a discount applied at booking.

3. How to cancel

You can cancel from your account, on the booking detail page, or by writing to soporte@plugcheckin.com. The date and time of your request (Asunción, Paraguay time) determine the refund that applies under the rate's policy.

4. Refund timelines

Once a refund is approved, we issue it within up to 7 business days. The time for the money to appear depends on the payment method and the issuer:

Credit or debit card (processed by dLocal): typically 5 to 30 days, depending on your issuing bank.

PIX in Brazil (processed by PlugPay): typically within a few business days.

5. Restrictions after check-in

Early departures, late arrivals and nights not used after check-in do not qualify for a refund, unless the property states otherwise.

No-show: if you do not show up and did not cancel within the rate's window, no refund applies.

6. Force majeure

For extraordinary and unforeseeable events beyond your control (natural disasters, government orders or other force majeure cases), we may assess refunds at our discretion, requesting the relevant documentation.

7. Overbooking

If a property cannot honor a confirmed booking, we relocate you to an equivalent or better accommodation; if that is not possible, you receive a full refund of the booking.

8. Disputes and contact

If you disagree with a refund decision, write to soporte@plugcheckin.com with your confirmation code and we will review the case. This Policy is governed by PlugCheckin's Terms & Conditions and by the applicable laws of the Republic of Paraguay.