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We have never had a problem, we charge 50% on booking then the balance 7 days prior to arrival. All bookings within 7 days are payment in full PRIOR to arrival. Having said this we would assess each cancellation on it's merits some could be very genuine and the guest would have to notify BTC themselves as I don't want to be penalised by BDC. Refunds are not within our rules however if their reason proves genuine I would place their holiday dates back on line if it re books we would refund.