Note: If you have forgotten the answer to your memorable security question, you may not be able to reset your password yourself and you will need to contact us during normal opening hours (Mon-Fri 9am to 7pm, or Sat, Sun & Bank Holidays 10am to 5pm). This is for your own protection to prevent anyone else from gaining access to your account. You may also send an email to email@example.com. To help us deal with this promptly, type the word PASSWORD in the subject header, and include your full name, your property name, your property postcode and a contact number where we can reach you within the following 24hours. If this information is incomplete we will be unable to deal with the security reset.
If the guest booked on one of these with websites then the only way to cancel and refund the booking before check in, is for the guest to do so directly with the Travel Agency. Once the check in date has passed, you will be able to do this yourself by clicking on the cancel, or no-show buttons in your diary
To process a cancellation and refund for the booking simply locate the booking in the diary, click on the cancel button and follow the instructions to refund. As soon as you have confirmed the instruction eviivo will receive the cancellation and we will immediately refund the booking based on your instruction. Even if you have not received payment for that booking yet, don't worry, if eviivo is still holding the guest's payment it is also eviivo who will refund the guest, provided that you clicked on the cancel button in the system.
First, have you booked a hotel, guest house, B&B or other type of accommodation recently? If yes, go back to the booking confirmation that was sent to you when you made the booking.
As stated in your booking confirmation eviivo is neither a Travel Agency nor a bank, we are a technology provider and we merely process reservations on behalf of the B&B, or hotel. Your booking Terms and Conditions state clearly that any aspect of your stay or the quality of services provided by the B&B, or hotel is entirely between you and the establishment. eviivo cannot offer compensation for inadequate service levels by the establishment, or interfere with any other dispute between you and the establishment. We generally do our best to help but we cannot guarantee any outcome. If we receive a high volume of complaints about an establishment that is using our technology, we will eventually terminate our relationship with them. Therefore:-
As stated on your confirmation, eviivo is not a Travel Agency, we are merely processing payments and reservations on behalf of the B&B or hotel provided that your accommodation provider has given us the instruction to do so.
As soon as the B&B, or hotel confirms your cancellation by clicking on the “cancel” button in their eviivo system, eviivo will process the refund on your card immediately (depending on your bank it may take up to 5-7 working days for the refund to appear on your statement). Please contact the B&B, or hotel and make sure they locate your booking in their system and click on the cancel button!
If for any reason the B&B, or hotel is unable or unwilling to process the cancellation you may then send an escalation email to firstname.lastname@example.org . To help us identify your booking promptly, type the word REFUND in the subject header and include your booking reference, check-in date, full name, and the name of the establishment you booked with.
Always check the Terms and Conditions printed on your booking confirmation because, depending on WHEN your cancellation takes place, your reservation may be subject to late cancellation fees. If so, the establishment you booked with is entitled to charge you for these cancellation fees and any refund due will be in line with the cancellation terms printed on your booking confirmation.
For any changes to your booking please contact the B&B, hotel or accommodation provider you have booked with directly. The accommodation provider contact details appear clearly on your booking confirmation. Please be aware that your accommodation provider must click on the cancel button and update their eviivo system in order to confirm any changes, as eviivo are unable to process any refund without such confirmation by the accommodation provider.
Please go back to the website you used to make your reservation (as listed above), because any amendment to your reservation needs to be made directly with them. If you have pre-paid for a booking via Expedia, Hotels.com, Lastminute or Travel Republic and you are seeking a refund, please contact the relevant agency directly. Your booking confirmation contains the relevant contact information.
eviivo are not a travel agency, we are merely processing payments and reservations on behalf of the hotel or B&B provided that they have given us the instruction to do so.
As soon as the hotel or B&B confirms your cancellation by clicking on the “cancel” button in their eviivo system, eviivo will process the refund on your card immediately (depending on your bank it may take up to 3-7 working days for the refund to appear in your statement). Please contact the accommodation and make sure they locate your booking in their system and click on the cancel button!
Always check the terms and conditions printed on your booking confirmation because, depending on WHEN your cancellation occurs, your reservation might be subject to late cancellation fees. If so, the establishment you booked with is entitled to charge you for these late cancellation fees and thus give you only a partial refund, in line with the cancellation terms printed on your booking confirmation.
If the reservation you made is a Pay on Arrival booking, when you made your reservation you will have submitted your payment card details to guarantee the booking. The eviivo software is then used to pre-authorise your card. Pre-authorisation means that we contact your bank to make sure that the card is valid and ensure that your reservation is guaranteed. But your account is NOT charged. It is merely about verifying that the card is valid but the process requires that we tell your bank what the transaction value is and your card issuer will reserve the funds.
We (eviivo) provide a suite of apps and services to enable accommodation providers to sell their rooms and collect payments online. If you see eviivo ltd. Or Hotel paid by eviivo on your statement, or bank account this is because the accommodation is using the eviivo merchant services.
When we preauthorise the card, some banks may use that information to limit the spent available i.e. reserve the booking value or the (accommodation’s) cancellation penalty against your card. For pay on arrival bookings the hotel should cancel any pre-authorisation, this needs to be done within 24 hours from the check-in time. It can take 5-7 working days for the pre-authorisation to be lifted from your account. If the hotel fails to cancel the pre-authorisation then it should (automatically expire) / time out, this could take up-to 30 days from the date when your card was pre-authorised (depending on your card issuer).
eviivo will not charge the pre-authorised amount, the funds are in reserved state and still with your bank so we cannot refund or cancel the pre-authorisation.
This is between you and your bank and you should call your bank and ask them to remove the pre-authorisation if they have not already done so.
Fill in the form below and one of our team will be in touch.
BEFORE YOU FILL OUT THE FORM: If you have a charge on your credit or debit card from eviivo and you are not sure what it is for please click here.
UK number (toll free): 0800 422 0088
From outside the UK, dial +44 20 8576 5600
+44 (0) 203 103 3500, email@example.com
+ 353 (0) 76888 6055 , firstname.lastname@example.org
12 – 14 Rond-Point des Champs-Elysées
75008 Paris Ile de France
+33 1 53 53 14 68, email@example.com
Mediterranean region (Tunis):
Angle Rue de la Bourse & Rue du Corail
Immeuble Mimosa – 1er Etage
1053 Les Jardins du Lac 2
+216 71 190 241, firstname.lastname@example.org
Germany & Central Europe (Dortmund):
Ellipson Business Center
44139 Dortmund Nordrhein-Westfalen
+49 231 952 5196, email@example.com
Tv. Percy Withers 121
Curitiba – Paraná
+55 41 359 923 76, firstname.lastname@example.org
+212(0) 661 20 88 12, email@example.com
Main switchboard: +44 (0) 844 880 3000
or +44 (0) 203 103 3500
Fax: +44 (0) 844 880 3000
The Grimaldi Building
154 Pentonville Road
Come and say Hello! – we’re just a few minutes away from King’s Cross St. Pancras Eurostar station.