Cancellation Policy

1. Scope and legal basis

This policy governs booking requests on sylvoxana.com under Law of Ukraine No. 675-VIII 'On Electronic Commerce' of 3 September 2015 and Law of Ukraine No. 3153-IX 'On Consumer Protection' of 10 June 2023. A Ukrainian-language version is available; where another language is used, Ukrainian prevails.

2. Cancellation by the customer

• More than 48 hours before: free of charge.
• 24–48 hours before: 25% of the price.
• Less than 24 hours before: 50% of the price.
• Less than 2 hours before: full price.

3. No-show and cancellation by us

If you do not attend and do not cancel, up to 100% of the price may be charged. Arriving more than 20 minutes late without notice may be treated as a no-show. We may cancel or reschedule for force majeure, staff shortages or incorrect information, offering a new time or a full refund of amounts paid.

4. Refunds

Approved refunds go to the original payment method within 14 calendar days. Your statutory rights under Law of Ukraine No. 3153-IX 'On Consumer Protection' of 10 June 2023 are not limited.

5. How to request a cancellation

Email contact@sylvoxana.com with your booking reference and reason. We confirm every request in writing.

6. Complaints and disputes

Write to us first at contact@sylvoxana.com or +380 967 010 6864; we reply within 30 calendar days. Complaints may also go to the State Service of Ukraine on Food Safety and Consumer Protection. Personal data is processed under Law of Ukraine No. 2297-VI 'On Personal Data Protection' of 1 June 2010.