Cancellation & Refund Policy

We understand that plans sometimes change. MOSÉ has designed this policy to give guests a clear cancellation deadline while allowing us to protect the limited number of private suites reserved exclusively for each stay.

All cancellation deadlines are determined using the local time at the MOSÉ property in Texas — Central Time (CST or CDT, as applicable).

FULL-REFUND CANCELLATION DEADLINE

A reservation is eligible for a full refund when MOSÉ receives the cancellation request before the beginning of the three full calendar days immediately preceding the scheduled check-in date.

Example

If your scheduled check-in is Friday:

• Tuesday is the first full day before check-in.
• Wednesday is the second.
• Thursday is the third.

Your cancellation request must therefore be received no later than Monday at 11:59 PM Central Time to qualify for the standard full refund.

LATE CANCELLATIONS

Cancellation requests received after the full-refund deadline are generally nonrefundable.

MOSÉ may make exceptions when unusual circumstances warrant them, but an exception is not guaranteed.

Any rights provided by applicable law remain unaffected.

HOW TO REQUEST A CANCELLATION

Guests with a MY MOSÉ account may use Request Cancellation from their reservation.

Submitting a request records the cancellation request for MOSÉ review. It does not mean a refund has already been processed.

Guests may also contact:

moseone@usamose.com

The time MOSÉ receives the cancellation request determines whether it was submitted before the applicable deadline.

REFUND PROCESSING

When a refund is approved, MOSÉ will initiate it to the applicable original payment method whenever practicable.

After MOSÉ initiates a refund, the time required for the funds to appear is controlled in part by the payment processor and the guest's financial institution.

NO-SHOWS

A guest who fails to arrive for a confirmed reservation without making a qualifying cancellation is considered a no-show.

No-show reservations are nonrefundable.

EARLY DEPARTURE

If a guest voluntarily leaves before the scheduled checkout date, unused nights are nonrefundable.

RESERVATION MODIFICATIONS

A modification request does not automatically cancel or alter an existing reservation.

Changes are subject to MOSÉ approval and availability.

Until MOSÉ confirms a modification, the existing reservation and its original dates remain in effect.

SEVERE WEATHER AND EXTRAORDINARY CIRCUMSTANCES

When severe weather, utility interruption, government action, natural events, safety conditions, or another circumstance outside MOSÉ's reasonable control materially prevents MOSÉ from providing the reserved accommodation or makes occupancy unsafe, MOSÉ may offer, depending on the circumstances:

• rescheduling;
• reservation credit;
• a refund;
• alternative accommodations or arrangements; or
• another reasonable resolution.

When MOSÉ remains safely open and the accommodation remains available but a guest independently decides not to travel, the normal cancellation policy generally applies.

VIP INAUGURAL BENEFIT

If a qualifying reservation using the one-time VIP inaugural benefit is cancelled or refunded, the VIP benefit is not automatically restored or permanently forfeited.

MOSÉ will review the circumstances and determine whether the benefit should be restored to the customer's account.

REFUND QUESTIONS

Questions may be directed to:

MOSÉ — My Own Spa Experience
800 Rolling Hills, Wimberley, Texas 78676
moseone@usamose.com