1. General Framework & Legal Basis

This voucher return policy applicable to gift vouchers purchased through the online platform https://atheneepalace.intercontinental.com/shop/ is supplemented by the ANA Hotels Terms and Conditions, as updated periodically.

By purchasing any ANA Hotels gift voucher, you acknowledge and agree that you have read and accepted the Terms and Conditions for the use of the website, as well as all other applicable policies.

This policy also complies with and is supplemented by current statutory consumer protection provisions:

• Government Emergency Ordinance (GEO) No. 34/2014 regarding consumer rights in contracts concluded with professionals, as well as the amendment and supplementation of certain regulatory acts;
• Law No. 363/2007 regarding the combating of unfair commercial practices in relations with consumers and the harmonisation of regulations with European consumer protection legislation, both as currently amended and consolidated.

2. Validity Period & 14-Day Right of Withdrawal

ANA Hotels gift vouchers have a stated validity period during which they may be used – one year (12 months) from the date of purchase.

You may inform ANA Hotels of your decision to cancel the order directly by email at: buhap.info@ihg.com.

Your cancellation request must include the following details:

• The email address used for the purchase;
• The unique voucher code (e.g. VCH-XXXX-XXXX);
• The amount paid for the voucher.

3. Refund Timeline & Identity Verification

ANA Hotels undertakes to refund all amounts received from you as payment within no more than 14 calendar days from being informed of the consumer’s wish to cancel the order. Receipt of your request will be confirmed by email.

Please use, when communicating with us, the same email address used when registering and completing your order on the ANA Hotels website.

For identification purposes, ANA Hotels employees may request personal information or supporting documents in order to process your requests. We do not assume responsibility for any delays caused by a lack of response on your part. We also assure you that we fully comply with the applicable legislation regarding the processing and storage of personal data, in accordance with the GDPR Policy. For the purpose of resolving your complaints, ANA Hotels may request additional supporting evidence, such as bank statements or copies of identification documents.

The amount paid for the purchase of a voucher may be refunded to the account from which the payment was made (card account or bank account). Confirmation that the refund process has been initiated to the card used for payment or to your bank account may be accompanied by proof from the payment processor or proof of the bank transfer, if you request this in your ANA Hotels voucher return request.

4. Usage Conditions & Key Restrictions

• Single Use Only: Vouchers may be used only once upon presentation at check-in or arrival.
• Non-Redeemable for Cash: Vouchers cannot be redeemed for cash, and cannot be replaced in the event of loss or theft.
• Residual Difference: If the value of the services used at the hotel is lower than the value of the voucher, the difference cannot be refunded to the voucher holder in cash and cannot be used as credit for another occasion.
• Exclusive Communication Channel: Any request for the return of vouchers submitted by any method other than the one described above will not be taken into consideration. We will not honour any return request submitted by telephone or by email to addresses other than buhap.info@ihg.com.

We assure you of our good faith and that we will make every effort to resolve all your requests favourably.