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All transactions are protected using advanced security systems, ensuring the confidentiality of your information. The process is designed to be clear, smooth, and accessible to everyone.
If you have any questions or experience any difficulty, our team remains available to support you at every step.
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Your invoice appears in the My Orders section immediately after your purchase.
It is in PDF format and includes the details of the items ordered.
Payment on vikishop.org is completely secure.
The processing of your card payments is certified as compliant with the PCI DSS standard. This certification ensures the application of a set of security rules designed to protect the confidentiality and integrity of your card data from entry through to final payment processing.
The rules governing the use of bank cards require banks to cover the risk of fraudulent use of your card. We remind you that you must report any fraudulent transaction to your bank or the institution that issued your card.
vikishop.org pays special attention to the measures implemented against fraud, which endangers consumers and their trust in online commerce. To ensure better payment security on our sites and applications, we carry out various checks allowing us to verify the legitimacy of transactions. Therefore, if an order does not provide all the necessary guarantees to ensure compliant and secure payment, we may have to cancel an order or request additional information and documents in order to finalize the order. For more information about the data held by vikishop.org, you can consult the Terms and Conditions.
Finally, in accordance with the 2nd Payment Services Directive, you may be asked to validate your payment through your banking application or any other strong authentication method implemented by your card issuer. If authentication must be carried out through your banking application, a notification will invite you to open it to securely validate the transaction. If the notification does not appear and your payment requires strong authentication, you can also open the application to validate it. If you experience difficulties authenticating or simply do not know how to proceed, we invite you to contact your bank.
After entering your bank details, an exchange takes place between our servers and those of our payment partners. If the payment is accepted, your order is definitively confirmed and a confirmation email is sent to you. Your bank account is then debited according to your bank’s terms.
The vouchers you use at the time of payment are taken into account immediately.
When confirming your order, if the total value of the selected vouchers is greater than the total order amount, the difference will not be refunded to you. Once your order has been confirmed, the vouchers used will no longer appear in the My Account / My Vouchers section.
If your payment has been declined, it may be due to a technical problem or a refusal from your bank. There may be various reasons for this refusal, and you will find below some good practices:
Missing or incorrect CVV/CVC code entered on the payment page: this may result in payment refusal.
Make sure you enter the CVV code correctly
If you do not know how to authenticate yourself, please contact your bank or the institution that issued your card.
An order can be cancelled as long as the seller has not shipped it. Beyond that point, the return procedure applies.
Any refund is issued to the payment method used for the order.
As long as your order has not been shipped, you can cancel it yourself:
Log in, then open the My account / My orders section.
Find the relevant order and click Cancel order.
Confirm: the refund is initiated immediately and the seller is notified.
The cancellation button disappears as soon as the seller has handed the parcel over to the carrier.
You are refunded 85% of the amount charged: the 15% Vikishop commission is retained by the platform and is non-refundable.
The refund is based on the amount actually charged: if a promo code was applied to your order, the calculation is based on the discounted amount.
A seller may cancel an order they are unable to fulfil, for instance if an item is out of stock. In that case you bear no responsibility for the cancellation.
You are then refunded the full amount charged, commission included. No deduction is applied and a confirmation email is sent to you.
No. Once the parcel has been handed to the carrier, cancellation is no longer possible, either for you or for the seller.
You will need to wait for the parcel to arrive and then start a return request.
No. As long as the payment has not gone through, no order is created and no amount is charged.
Your basket is kept: you can resume your order at any time.
The refund is sent to your bank as soon as the cancellation is confirmed.
How quickly it appears on your account then depends on your banking institution, generally within 3 to 10 business days. No action is required on your part.
A paid booking can be cancelled freely up to 24 hours before the start of the stay. Within the final 24 hours, a refund is only possible on presentation of supporting evidence approved by the owner.
Until the owner has accepted your request, no amount is charged: there is therefore nothing to cancel.
Cancellation is done from your personal area:
Open the My account / My rentals section.
Select the relevant booking and click Cancel reservation.
Give a reason if you wish, then confirm: the owner is notified and your dates are put back up for rental.
The button only appears if cancellation is still possible, that is, more than 24 hours before the start of the stay.
The conditions are the same for all accommodation offered on the platform:
Cancellation more than 24 hours before arrival: 85% of the stay (nights and cleaning fee) is refunded to you, and the security deposit is returned in full.
Cancellation within the 24 hours preceding arrival: the 85% refund is granted only if the owner approves the supporting document you submitted. If they decline it, no refund is possible.
Failure to show up on the day of arrival without cancelling beforehand: no refund is possible.
The 15% Vikishop commission applies to the stay only. As a security deposit is not revenue, it is always returned to you in full.
Within the 24 hours preceding arrival, cancellation is no longer automatic: you can submit supporting evidence (medical certificate, official statement, summons, etc.) for the owner to review.
Open the My account / My rentals section and select the booking concerned.
Attach your document in PDF, PNG, JPG, JPEG, WEBP or HEIC format (8 MB maximum) and add a reason if you wish.
The owner receives the document by email and in their own area, then approves or declines it.
You are informed of the decision by email, and the status is shown in My rentals.
If the owner approves the document, the cancellation is processed under the usual terms: 85% of the stay is refunded to you and the security deposit is returned in full. If they decline it, no refund is made.
Only one document may be submitted per booking, until the end of the first day of the rental. The owner's decision is final.
No. The owner has 24 hours to accept or decline your request, and payment only takes place after acceptance.
If declined, no amount is taken and the dates become available again. You receive an email inviting you to look at other dates or other accommodation.
If the owner does not respond within 24 hours of your request, it expires automatically and the dates are put back up for rental.
No amount has been charged. You can submit a new request, for the same dates or for others.
After the owner accepts, you have 24 hours to pay for your stay. This deadline is stated in the acceptance email and in the My rentals section.
After that deadline, the booking expires and the dates are released for other travellers. No amount has been charged and you can submit a new request.
No. Leaving the payment page does not cancel your booking and does not charge any amount.
Your payment link remains valid until the 24-hour deadline expires: you can resume payment from the My rentals section or from the acceptance email.
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