Payment, booking confirmation, cancellations & refunds.

1. Before you request a booking

Search results may change until a booking is confirmed. Before payment authorisation, BENARIAN will recheck the selected room’s price, availability, inclusions, taxes, fees, occupancy rules and cancellation conditions. You must review the guest names, dates, room type and total price before continuing.

2. Payment authorisation and capture

1. You submit a request to book and authorise the displayed total.
2. Your bank may show the amount as pending while BENARIAN requests confirmation from the accommodation supplier.
3. If the supplier confirms the booking, BENARIAN captures the authorised payment and issues a confirmation, receipt and available voucher details.
4. If the supplier does not confirm the booking, BENARIAN cancels the authorisation and does not complete the charge.

Your bank—not BENARIAN—controls how quickly a released pending authorisation disappears from your account.

3. Prices, currency and fees

The checkout total will identify the accommodation price and any disclosed taxes, supplier charges or BENARIAN service fee. If your card is issued in another currency, your bank may apply foreign-exchange rates or fees. BENARIAN does not control charges imposed by your bank or card issuer.

4. Booking confirmation

A payment authorisation, request number or “processing” message is not confirmation. A booking is confirmed only after BENARIAN provides a confirmed booking reference following supplier acceptance. Do not make non-refundable travel arrangements until you receive that confirmation.

5. Changes and cancellations

Cancellation and amendment rules vary by hotel, room and rate. The exact rules displayed before payment apply to your booking. Some rates permit free cancellation before a deadline; others may be partially or fully non-refundable. Where a change is permitted, price differences and supplier fees may apply. Name changes may be treated as cancellation and rebooking.

6. Refunds

Approved refunds are returned to the original payment method. Any amount retained will be limited to the hotel/rate cancellation charge and any clearly disclosed non-refundable fee, subject to applicable law. After BENARIAN processes a refund, banks and card schemes determine when it appears in your account. Evidence of the refund can be provided on request.

7. Supplier changes or disruption

If a hotel or supplier cancels or materially changes a confirmed service, BENARIAN will communicate available remedies and assist with an alternative or refund as appropriate under the booking terms and applicable Australian Consumer Law. Travel insurance is recommended for risks not covered by the booking terms.

8. Chargebacks and support

Please contact BENARIAN first if you do not recognise a charge or need help with a cancellation or refund. Initiating a chargeback does not automatically cancel a booking. BENARIAN may provide the booking record, accepted terms and communications to the payment provider when responding to a dispute.

Information to provide

• Booking reference and lead guest name
• Email address used for booking
• Reason for the request and supporting documents

9. Consumer rights

Nothing in this guide excludes rights or remedies that cannot lawfully be excluded under Australian Consumer Law. If a conflict exists, mandatory consumer protections prevail.