top of page

Refund Policy

At Dwell Mesilau, we aim to offer clarity and peace of mind while preserving the standards required to care for our villas and the natural environment around us. The following terms apply to all direct reservations made through our website or via private enquiry.

Reservations & Payments

To secure your stay: A 30% deposit is required for bookings made more than 7 days before arrival. The remaining balance is due 7 days before check-in. Bookings made within 7 days of arrival require full payment at the time of reservation. Please note that, after the initial 48-hour grace period, all deposits are strictly non-refundable.

Cancellation

We understand that travel plans may change. Our policy is designed to be fair while protecting the availability of our villas:

  • Full refund for cancellations made within 48 hours of booking, if arrival is more than 14 days away.

  • 50% refund of the balance payment for cancellations made 14–7 days before arrival.

  • No refund for cancellations made 7 days or less before arrival.

  • Deposits remain non-refundable once the grace period has passed.

Cancellation

Should your plans shift, we are happy to assist:

Deposits already paid will be applied to the new stay after the rebooking fee is settled.

    • All date changes are subject to availability.

    • A 20% rebooking fee applies to all rescheduling requests.

    • New dates may be selected within 12 months of the original booking.

  • .

No-Show & Early Departure

  • Guests who do not arrive on the scheduled date will be charged the full booking amount.

  • No refunds are offered for early departures or unused nights once the stay has begun

Security Deposit

  • A refundable RM300–RM500 security deposit may be collected upon check-in.
    It will be returned within 3–5 business days after departure, provided:

  • No damage has occurred

  • No excessive cleaning is required

  • House rules have been respected

Weather & Mountain Conditions

  • Mesilau’s highland climate can shift naturally throughout the day.
    Refunds cannot be offered for:

  • Rain, fog, wind, or cold temperatures

  • Road conditions or delays beyond our control

  • In the rare event that authorities issue a road closure or evacuation order, rescheduling will be permitted without the rebooking fee.

Force Majeure

  • Should Dwell Mesilau be unable to host your stay due to unforeseen circumstances — including natural disasters, area-wide power or water interruptions, or government restrictions — you will be offered full credit to rebook within 12 months.

Third-Party Reservations

  • Guests booking via Airbnb, Booking.com, Agoda, or other platforms are subject to their respective terms and conditions, which may differ from those listed above.

bottom of page