Reservation and Cancellation Conditions – Glamping on the Water in Dilsen-Stokkem
1. Cancellation Conditions
1.1 Free cancellation up to 30 days before arrival date
The tenant may cancel the reservation free of charge up to 30 days before the arrival date.
In the event of a valid cancellation within this period, the tenant is entitled to a 100% refund of the amount already paid.
No administrative fees will be charged.
Cancellation procedure:
• The tenant can cancel a reservation via the confirmation email. This email contains a link that allows the customer to carry out the cancellation themselves, provided this is permitted under the selected rate plan, up to 30 days prior to cancellation.
• The tenant will automatically receive a cancellation confirmation by email.
• The tenant must then request a refund procedure via Visitor Center De Wissen:
• To initiate the refund procedure, the tenant must:
o contact Visitor Center De Wissen by telephone during opening hours at +32 89 75 21 71
o confirm the cancellation in writing by email at visit@dilsen-stokkem.be
• If the information desk is closed, the cancellation may be reported directly by email to the same address.
• The refund procedure will be initiated after receipt of written notification.
• Please allow a maximum refund processing time of 3 weeks.
• If the tenant wishes to stay at a later date, a new reservation must be made via the booking system, for which full payment is required again.
1.2 Cancellation less than 30 days before arrival date
Cancellations less than 30 days before the arrival date are not permitted.
In this case, no refund will be granted, as the cancellation period of 30 days has expired.
Cancellation procedure:
• The tenant can no longer cancel the reservation via the confirmation email. This email contains a link that allows the customer to cancel the reservation themselves, provided this is permitted under the selected rate plan up to 30 days prior. This means that the current booking is final when the confirmation email states that cancellation is no longer possible.
• No refund procedure will be initiated.
• Contacting Visitor Center De Wissen is not required, as no refund will be issued.
• If the tenant nevertheless wishes to stay at a different time, a new reservation must be made via the booking system and paid in full again.
Exceptions to this rule are only possible:
• in the event of a valid cancellation in accordance with section 1.1, or
• in exceptional circumstances as described in section 1.3.
1.3 Exceptional circumstances
In exceptional situations, a cancellation or deviation from the standard conditions may be considered. This applies, among others, in the following cases:
a. Illness or death less than 72 hours before arrival
• In the event of illness or death, an official certificate must be provided.
In the event of cancellation due to illness, an official certificate must be provided. This applies only in cases of illness within the first degree of kinship (parents and children).
In the event of death, an official certificate must also be provided; this applies up to and including the second degree of kinship (parents, children, grandparents, grandchildren, siblings).
• This certificate must be sent by email to visit@dilsen-stokkem.be
• The booking may be cancelled in consultation with the information desk of Visitor Center De Wissen.
• Further handling and administrative follow-up will always take place in consultation with the information desk of Visitor Center De Wissen:
o by telephone during opening hours at +32 89 75 21 71
o and by mandatory written confirmation via visit@dilsen-stokkem.be
b. Extreme weather conditions less than 72 hours before arrival
In the event of exceptional weather conditions, including but not limited to:
• wind force exceeding 4 Beaufort;
• extreme heat (over 35°C) or extreme cold (below –5°C);
• severe thunderstorms;
• excessively high or low water levels;
The landlord reserves the right to cancel or modify a booking if exceptional circumstances jeopardize the safety of the tenants or the accommodation.
The assessment of such circumstances is carried out exclusively by Visitor Center De Wissen. The tenant may report such circumstances via the contact procedure described above.
Further handling, including a possible cancellation, will always take place in consultation with the information desk of Visitor Center De Wissen.