Effective Date: June 2026
Website: Derby Hotel

At Derby Hotel, we strive to provide exceptional hospitality and transparent booking practices. This Refund and Cancellation Policy outlines the conditions under which guests may cancel reservations, receive refunds, or modify bookings.

1. Reservation Confirmation

A reservation is considered confirmed once:

• Payment has been received in full or as a required deposit.
• The guest receives a booking confirmation via email, WhatsApp, SMS, or other official communication channels from Derby Hotel.
• 
  

2. Standard Cancellation Policy

Individual Room Bookings

More than 72 hours before check-in

• Guests may cancel their reservation and receive a full refund, less any applicable payment processing fees charged by banks or payment gateways.

48–72 hours before check-in

• Guests are eligible for a 50% refund of the total booking value.

Less than 48 hours before check-in

• No refund will be issued.

3. No-Show Policy

Guests who fail to arrive on the scheduled check-in date without prior notice will be classified as a "No-Show."

• No refund will be provided for no-show reservations.
• The hotel reserves the right to release the room for resale after the first night.

4. Early Departure

Should a guest choose to check out earlier than the confirmed departure date:

• Refunds are not guaranteed.
• Any refund consideration shall be at the sole discretion of hotel management and may be subject to a minimum one-night charge and administrative fees.

5. Group Bookings, Conferences & Events

For conference facilities, weddings, garden functions, pool parties, corporate bookings, and group reservations:

Cancellation 30 Days or More Before Event

• Full refund of payments made, less administrative and payment processing fees.

Cancellation 15–29 Days Before Event

• 50% refund of payments made.

Cancellation Less Than 15 Days Before Event

• No refund will be issued.

Special event contracts may contain alternative cancellation terms which shall supersede this policy.

6. Booking Amendments

Guests may request changes to reservation dates, subject to:

• Room availability.
• Applicable seasonal rates.
• Any additional charges resulting from the modification.

Derby Hotel cannot guarantee requested amendments.

7. Refund Processing Times

Approved refunds will be processed through the original payment method used during booking.

Estimated processing times:

• Credit/Debit Cards: 5–14 business days
• Bank Transfers: 3–10 business days
• Mobile Money: 1–7 business days
• Online Payment Gateways: Subject to provider processing times

Processing delays caused by financial institutions are beyond Derby Hotel's control.

8. Force Majeure

Derby Hotel shall not be liable for refunds, compensation, or damages resulting from circumstances beyond reasonable control, including but not limited to:

• Natural disasters
• Severe weather events
• Pandemics or public health emergencies
• Government restrictions
• Civil unrest
• Utility outages
• Transportation disruptions

In such circumstances, Derby Hotel may, at its discretion, offer booking credits or rescheduling options.

9. Hotel-Initiated Cancellations

In the unlikely event that Derby Hotel is unable to honour a confirmed reservation due to operational reasons, overbooking, or unforeseen circumstances:

• Guests will receive a full refund of all amounts paid; or
• Be offered alternative accommodation where reasonably possible.

This refund shall constitute the guest's sole remedy.

10. Non-Refundable Promotional Rates

Certain promotional, discounted, or special-offer rates may be designated as:

"Non-Refundable"

These bookings:

• Cannot be cancelled for a refund.
• Cannot be modified after confirmation.
• Are clearly identified during the booking process.

11. Chargebacks and Fraudulent Claims

Guests agree to contact Derby Hotel directly to resolve any booking disputes before initiating a chargeback with their financial institution.

Fraudulent chargebacks may result in:

• Reservation cancellation.
• Collection proceedings.
• Reporting to relevant payment processors.

12. Contact Information

For cancellations, amendments, or refund requests, please contact:

Derby Hotel
Bellevue, Bulawayo, Zimbabwe
Website: https://.derbyhotel.co.zw
Email: reservations@derbyhotel.co.zw
Phone / WhatsApp: +263 71 608 7186

13. Consumer Rights

Nothing in this policy limits any rights available to consumers under applicable Zimbabwean laws and regulations.

By making a reservation with Derby Hotel, guests acknowledge that they have read, understood, and agreed to this Refund and Cancellation Policy.