I have cancelled the booking timely, how do I receive the refund?
Learn how to receive your refund after a timely cancellation — whether paid by credit card or bank transfer — and how to submit a valid cancellation request.
You can easily cancel a reservation by contacting us promptly by e-mail at info@go-etna.it. Please make sure to cancel within the deadline stated in your booking confirmation to avoid any cancellation penalties.
If the cancellation was made within the deadline without penalty, we will refund the full amount either to your credit card or via bank transfer, depending on your original payment method. Please allow a few business days for the process to be completed.
How to receive your refund
In the case of payment by credit card:
You do not need to do anything. Once we have processed your cancellation, the full amount will be automatically returned to the credit card used at the time of booking. You will see the refund reflected on your statement within a few business days, depending on your card provider. If you do not see the refund after 7–10 business days, please contact your bank or card issuer.
In the case of payment by bank transfer:
Since bank transfers cannot be reversed automatically, you will need to provide us with your bank account details so we can process the refund manually. Please send the following information to info@go-etna.it:
- IBAN – your international bank account number
- BIC/SWIFT code – your bank's international identifier
- Account holder's full name
Once we receive your details, we will process the bank transfer as soon as possible. Transfer times may vary depending on your bank, but typically take 3–5 business days to appear in your account.
Important notes
N.B.: Cancellations made by phone or via SMS/WhatsApp will not be accepted. All cancellation requests must be submitted in writing by e-mail to info@go-etna.it to be considered valid. We recommend keeping a copy of your cancellation e-mail as proof of your request.