Cancellations

  • Can I cancel my booking?
    Yes – any cancellation fees are determined by the property and listed in your cancellation policy. You'll pay any additional costs to the property.
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  • If I need to cancel my booking, will I pay a fee?
    If you have a free cancellation booking, you won't pay a cancellation fee. If your booking isn't free to cancel anymore or is non-refundable, you may incur a cancellation fee. Any cancellation fees are determined by the property, and you'll pay any additional costs to the property.
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  • Can I cancel or change my dates for a non-refundable booking?
    Canceling a Non-Refundable booking usually incurs a charge. However, you might have the option to request free cancellation when managing your booking. This sends a request to the property, who may decide to waive your cancellation fee. It's not possible to change dates for a Non-Refundable booking, though it's possible to re-book for your desired dates if your waive fees request is successful.
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  • How do I know if my booking was canceled?
    After you cancel a booking with us, you should get an email confirming the cancellation. Make sure to check your inbox and spam/junk mail folders. If you don’t receive an email within 24 hours, contact the property to confirm they got your cancellation.
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  • Where can I find my property's cancellation policy?
    You can find this in your booking confirmation.
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Payment

  • Can I pay with a deposit, or prepayment?
    Some of our properties require a prepayment (i.e. a deposit) before you stay. This prepayment consist of the total cost of the booking or just part of it. The rest is paid when you stay at the property.
    • However, for some properties, there is no deposit required. You pay the amount in full when you stay at the property. Be sure to check the payment policies in your confirmation for more details.
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  • Who's going to charge my credit card and when?
    Generally, the property is responsible for charging your card. If payment is instead handled by Booking.com, this will be stated clearly in your booking confirmation.
    • You usually can expect to pay during check-in or check-out at the property. However, there are some exceptions, like properties that require a prepayment for all or some of the total amount. Again, this will be stated clearly in your confirmation and payment policies.
    • If there's no prepayment policy, it’s also possible that the property might take a test payment from your card before you stay. This is a temporary hold, that’s used to validate your card and guarantee your booking. Unlike a real charge, this test payment will be returned to your card.
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  • What payment methods are accepted?
    Credit cards are the most widely-accepted payment method for properties listed on Booking.com, and most of them use credit cards to validate your booking.
    • In some cases, alternative payment methods like PayPal etc. are also accepted. There are some exceptions to this, where you can possibly book with a debit card.
    • The accepted payment types for your accommodations will be listed in your booking confirmation. You can also call them to double-check what they accept.
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  • I was charged. Do I need to do anything?
    In most cases, no action is required from you. As outlined in the payment policy for your booking, this is likely just a prepayment for all or part of the total cost.
    • If there is no prepayment policy, then the property may have taken a test payment from your card. This is a temporary hold used to guarantee your booking and will be returned to you.
    • If you still believe the charge is unexpected, you can contact us for assistance. We can only contact the property on your behalf after you submit proof of charge.
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  • Can I pay for my stay with a different credit card than the one used to book?
    It's very likely, yes. Properties usually accept payment for a stay with a different card or cash. To confirm that paying with a different credit card is okay, contact the property.
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  • Where can I see the payment policy for my booking?
    You'll find the payment policy in your booking confirmation, in the pricing section. This section also includes a price breakdown and the accepted payment methods.
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  • Why do I need to provide my card details?
    Properties normally request this to guarantee your booking, and the card is often used to pay when you book. If you don’t need to make a prepayment, then they may hold an amount on your card to make sure it has sufficient funds. This test payment will be returned to you.
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Booking Details

Communications

  • Why does the property's email address end with @property.booking.com?
    For each reservation, Booking.com provides a unique and anonymous alias email address for both you and the property. All messages sent to this alias email will be forwarded to the property, including links, images, and attachments (up to 15 MB).
    • For security purposes, Booking.com has an automated system that monitors communication for malicious content. This includes spam and the limitation of certain file types, such as .zip, .rar and .exe.
    • Please be aware that email communication generated by the property will be sent on their behalf by Booking.com. Booking.com cannot be held accountable for the content of the communication. If you suspect that the content of the communication is inappropriate, suspicious or contains spam, we ask that you report this information by clicking on the link at the bottom right corner of the email.
    • These communications will be stored by Booking.com. Booking.com can access direct communications upon request from either you or the property, and if strictly necessary, for security or law enforcement purposes, such as fraud detection and prevention.
    • Booking.com may analyze communications to improve its services. If you don't want Booking.com to monitor or store your direct communications made through Booking.com, please do not use the direct communication feature offered by Booking.com, including communication through alias email addresses.
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  • What's the Booking Assistant?
    The Booking Assistant is a virtual assistant that can help you make changes to your bookings and show you useful info about your stay.
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  • How can the Booking Assistant help me?
    You can ask the Booking Assistant to request parking spaces, an extra bed, a different bed, alternative check-in or check-out times and more. The Booking Assistant can help answer any other questions you might have about your stay!
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  • Where can I find the Booking Assistant?
    When you have a future booking with us, you can find the Booking Assistant on your mobile phone, through the Booking.com app, on Booking.com’s website or mobile website, or using Facebook Messenger when you agree to receive your confirmation there. The Booking Assistant isn't currently available for the tablet mobile website and apps.
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  • Does the Booking Assistant cost anything?
    The Booking Assistant is completely free to use, all you need is an internet connection. If you use mobile data to connect to the internet, there may be additional charges involved, depending on your service provider.
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  • Where does the Booking Assistant get info?
    The responses you receive through the Booking Assistant are sent by Booking.com – either by our Customer Service agents or on behalf of the property you made the relevant booking with.
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  • Can I use the Booking Assistant in my language?
    The Booking Assistant is available in English, Dutch, French, German, Italian, Japanese, Mandarin (Simplified and Traditional), Portuguese, and Russian.
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Room Types

  • Is it possible to get an extra bed or cot for a child?
    You can find info about extra beds and cots for children in the "House Rules" on the property page when you book.
    • Added costs for children, if any, are not included in the reservation price.
    • When making a booking, you can request an extra bed or cot for a child in the “Special requests” box.
    • If you already made a booking, you can always request an extra bed or cot via the link provided in the booking confirmation email.
    • We recommend contacting the property before arrival to make sure they have an extra bed or cot available. You can find their contact details in the confirmation email and your bookings on your account.
    • If you need us to resend your booking confirmation email, go to booking.com/help.
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  • What is the difference between a Double Room and a Twin Room?
    A Double Room has one double/full bed and a Twin Room has 2 twin beds. If a room is called Double/Twin, it can be set up for either type. You can specify your bed-type preference in the "Special Requests" box during the booking process.
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  • What do "non-refundable" and "free cancellation" mean?
    Every room or property has an individual policy determined by the property.
    • A “non-refundable” policy means that a fee will apply if you decide to change or cancel your booking. This fee is mentioned during the booking process in the conditions and in the booking confirmation.
    • A “free cancellation” policy means you can change or cancel a booking for free, as long as you do it within the time period specified by the property (for example “Cancel up to x days” or “Cancel before mm/dd/yy hh:mm”). This is mentioned in the conditions during the booking process and in the booking confirmation.
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  • Can I request an extra bed in my room and will there be an extra charge?
    Information about extra beds is found under “House Rules” on the property page when you book.
    • Additional costs, if any, are not included in the reservation price.
    • When making a booking, you can request an extra bed in the “Special requests” box.
    • If you made a booking already, you can always request an extra bed via the link provided in the booking confirmation email.
    • We recommend contacting the property before you arrive to make sure they have an extra bed or cot available. You can find their contact details in the confirmation email and when you view your bookings in your account.
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Pricing

  • What does the price include?
    All the facilities listed under the room or accommodation type are included in the price. You can also see if other things like breakfast, taxes, or service charges are included when you compare different options to book. After you book, this info can also be found in your confirmation email, and you can see it when you view your bookings in your account.
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  • Are the prices shown on Booking.com per person or per room?
    The price we show is for the room for the entire length of the stay, unless otherwise stated in the room type and description.
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  • Are taxes included in the price?
    This depends on the property and accommodation type, but it’s easy to see what’s included when you compare different options to book. Tax requirements change from country to country, so it’s always good to check. After you book, this info can also be found in your confirmation email, and you can see it when you view your bookings in your account.
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  • Is breakfast included in the price?
    Each room or accommodation you can book has its own breakfast policy. If breakfast is included, you'll see it listed on the property page when you compare different options to book. If breakfast isn’t included, you can see if the property provides it by checking the available facilities. After you book, this info can also be found in your confirmation email, and you can see it when you view your bookings in your account.
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  • What does the crossed out rate mean next to my room type?
    In the event of a crossed-out rate, we look at the prices currently being charged by the hotel in the 30-day window around your proposed check-in date. From the prices within this window, we display the third-highest price on offer as the crossed-out rate. To ensure we are making a fair comparison, we always use the same booking conditions (meal plan, cancellation policy and room type). This means that you get the same room for a lower price compared to other check-in dates at the same time of year.
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  • Does Booking.com offer any special consideration discounts, or discounts with airline or hotel loyalty cards?
    Booking.com provides the best available rates for the dates of your stay. It's not possible to have any further reductions on the price.
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  • Do I pay the full price for my child?
    Find info about a property's children policy under “House Rules” on the property page when you book.
    • Any additional fees for children are not included in the reservation price.
    • When making a booking, you can request an extra bed or cot for a child in the “Special requests” box.
    • If you already made a booking, you can always request an extra bed or cot via the link provided in the booking confirmation email.
    • We recommend contacting the property before you arrive to make sure they have an extra bed or cot available. You can find their contact details in the confirmation email and when viewing your bookings on your account.
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  • Can I use discount coupons (e.g. issued by magazines, stores, etc.)?
    No, you cannot use discount coupons when booking on our website. In such cases you will need to follow the instructions given by the organization issuing the coupon.
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Credit Cards

  • Can I make a reservation without a credit card?
    You'll need a valid credit card to guarantee your reservation with most hotels. However, we are offering an increasing number of hotels that will guarantee your booking without a credit card. You also have the option to book a hotel using someone else’s credit card, provided you have their permission. In this case, when making your reservation please note the cardholder’s name and confirm that you have permission to use their card in the "Special Requests" box.
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  • The property has charged my credit card. What should I do?
    The charge you see could be any one of the following:
    • Pre-authorization: A pre-authorization is just a validity check that temporarily blocks on your credit card an amount roughly equivalent to the cost of your reservation. The amount will be unblocked after a certain amount of time. How long this takes will depend on the property and your credit card provider.
    • Deposit or prepayment: Some properties require a deposit or prepayment at the time of reservation. This policy is clearly highlighted during the reservation process, and you can see it in your confirmation email as well. If your reservation allows for free cancellation, this amount is returned to you if you choose to cancel it.
    • Our Customer Service team is always there if you need help with a payment issue. You can go to booking.com/help to get in touch with us.
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  • Can I use a debit card to complete my reservation?
    In general, hotels can't accept a debit card to guarantee a booking. However, there are some exceptions. You'll be able see if it is possible during the booking process.
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  • What is a pre-authorization?
    When you make a reservation, there may be instances where the hotel will contact your credit (or debit) card company to confirm that the card you are using is valid and hasn’t been reported lost or stolen. At this time, they may also check to see if the card has enough money to cover the transaction. This is communicated in the form of a pre-authorization for the full amount of your reservation.
    • The hotel, however, will not proceed with the charge. The time at which your card will be charged will depend on the terms and conditions of your booking.
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  • What’s the difference between a pre-authorization and an actual charge to my credit card?
    Pre-authorizations are common but are often confused with actual charges. While in-store purchases are immediately charged and deducted from your available balance, pre-authorizations are temporary holds. The length of the hold will vary, and your credit card company can advise you on how they handle this.
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  • How will I know if my card has been pre-authorized?
    Your available balance will be reduced temporarily by the full amount of your reservation. You may also see “pending transactions” on your credit card account summary. If you’re not sure if your card has been pre-authorized, both the hotel and your credit card company can verify this.
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  • How long will the pre-authorization hold affect my available balance?
    Your card provider can better explain this, along with the general terms and conditions associated with their pre-authorization procedures. These terms vary across the board, so it’s best to contact them for specific details.
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  • Will the hold always equal the exact amount of my reservation?
    In most cases, the hotel will pre-authorize your card for the full amount of your reservation. On occasion, you may see an amount slightly higher than the rate shown on Booking.com. If this does happen, the hotel can explain why this has occurred.
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  • Will this happen with all bookings made through Booking.com?
    Hotels reserve the right to pre-authorize your card, but this doesn't mean it will occur with every booking. Don’t worry, if your card is pre-authorized, both the hotel and your credit card company are there to help. They may also be able to assist you with removing these holds sooner.
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  • Can I make a reservation for myself using someone else’s credit card?
    Yes, you can but only if you have permission from the cardholder. When you make the booking, state that you’re using someone else’s card with their permission in the “Special requests” box. The property may require authorization from the cardholder. Be aware that in case of a no-show or late cancellation, any penalties will be charged to the card provided when the booking was made.
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  • Why do I need to give my credit card details?
    In most cases, Booking.com needs credit card details to confirm your reservation with the property. Your credit card may be checked (pre-authorized) to ensure it's valid and that sufficient funds are available. After the check, the full amount will be available to you again. In some cases, your credit card details will be used to process the payment for the reservation at the time of booking. Your credit card will only be charged if you have requested a pre-paid accommodation or if the cancellation policy, hasn't been followed.
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  • Which credit cards can I use to complete my booking?
    To make a reservation via Booking.com all hotels accept:
    • MasterCard
    • Visa
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  • Are my credit card details safe?
    Yes, always. Booking.com uses a secure connection for your booking.
    • Your personal data and credit card details are always encrypted.
    • Our secure server uses ‘Secure Socket Layer’ (SSL) technology, the online industry’s standard.
    • Our SSL certificate has been issued by Thawte.
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  • The credit card that I used to make a reservation is no longer valid. What should I do?
    Contact the property directly. You can find their contact info in your booking confirmation email or when you log into Booking.com. For security reasons, never provide your credit card details by email.
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Property Policies

  • I will be arriving earlier/later than the stated check-in time. Can I still check in?
    There are several ways to request early or late check-in:
    • You can specify your estimated check-in time while making the reservation.
    • You can manage your booking online to request check-in outside of the standard hours.
    • You can contact the property directly using the contact details in your booking confirmation.
    • It's important to remember that the property can't always accommodate these requests. They'll be happy to let you into your room early if possible, but there might not be anyone there in person to welcome you if you arrive late at night at a remote apartment. It's always best to check with the property directly and in advance to avoid confusion.
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  • What are the check-in and check-out times of a property?
    Check-in and check-out times differ for each property. You can find them in the "House Rules" section on the property page when you make a booking. If you already made a booking, you can see check-in and check-out times in your confirmation email and when you log into your account.
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  • How do I get more info about the facilities available?
    You can check which facilities are included with a booking when comparing different options offered by a particular property. To see which facilities are available at the property itself, go to "Facilities" at the top of the property page.
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  • I want to check out after the stated check-out time. What should I do?
    You can ask the property about arranging a late check-out when you get there. Be aware it depends on what's available at the time of your stay.
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  • I want a smoking room however I can only choose a non-smoking room. How can I request a smoking room?
    If there are no rooms listed as "smoking rooms," it means that the hotel does not allow smoking in rooms.
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  • How do I find out if properties allow pets?
    Pet policies are always displayed on the property’s page under "House rules."
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Extra Facilities

Referral rewards

  • When do I get my reward?
    If your reward is being paid to your credit card:
    • After your friend returns from their trip, we'll verify your reward and you'll get an email on how to claim it. It can take between 30 and 60 business days for you to receive the reward payment. You can always sign in to your account to check your reward status.
    • If your reward is being paid out in Wallet credit:
    • When your friend gets back rom their trip, we'll start the verification process. You'll get an email with more info about the next steps. It takes between 30 and 60 business days for you to receive your reward payment. You can always sign in to your account and go to "My Rewards" page to check the latest status.
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  • When will my friend get the reward?
    If your reward is being paid to your credit card:
    • After your friend returns from their trip, we'll verify the reward and your friend will get an email on how to claim it. It can take between 30 and 60 business days for them to receive the reward payment.
    • If your reward is being paid out in Wallet credit:
    • When your friend gets back from their trip, we'll start the verification process. They'll get an email with more info about the next steps. It takes between 30 and 60 business days for your friend to receive the reward payment. They can always sign in to their account and go to "My Rewards" page to check the latest status.
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  • What if I don’t have a credit card to claim my reward?
    No problem – you can use a Visa or MasterCard debit card instead and claim it the same way as a credit card.
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  • How do I claim my reward?
    If your reward is being paid to your credit card:
    • All you need is a Booking.com account, and to add and register your credit card details for receiving rewards. After your friend returns from their stay, we’ll put the cash reward on your card. Don’t have an account? Create one here.
    • If your reward is being paid out in Wallet credit:
    • All you need is a Booking.com account. The email address in your account should match the one you used to book. After your friend gets back from their stay, we’ll add the reward amount to your Wallet. Don’t have an account yet? You can create one here.
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  • Why hasn’t my reward arrived?
    If your reward is being paid to your credit card:
    • This is usually because people haven’t registered their cards for receiving rewards or removed their card information from their accounts before the reward was paid out. Make sure you save a Visa or MasterCard credit or debit card in your account and register it for receiving rewards.
    • If your reward is being paid out in Wallet credit:
    • This usually happens because we first need to verify that all the requirements are met before we can send the reward payment. The entire verification process takes between 30 and 60 business days. After that, we'll add the reward amount to the Wallet.
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  • How does my friend claim the reward?
    If your reward is being paid to your credit card:
    • Your friend needs to have a Booking.com account. They have to add and register their credit card details for receiving rewards. After they return from their stay, we’ll put the cash reward on their card. If your friend doesn’t have a Booking.com account, they can sign up for one with the same email address they used to book their reservation.
    • If your reward is being paid out in Wallet credit:
    • Your friend needs to have a Booking.com account. The email address in their account should match the one they used to book. After they get back from their stay, we’ll add the reward amount to their Wallet.
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Security and awareness

  • What is social engineering?
    Social engineering is a tactic that scammers use. They pretend to be a trusted source to trick people into giving them sensitive personal data. Online scammers usually pose as well-known companies, then use a seemingly logical reason to ask for your personal data and payments.
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  • How can I prevent social engineering attempts?
    Here are some security tips to keep you safe from online scams:
    • Phishing emails usually have spelling mistakes and convey a sense of urgency
    • Need to contact us? Open a new tab and go to our official website
    • Get an email with a link? Hover the mouse over it to see if the URL looks suspicious, or if it's missing "https://" at the beginning
    • Remember: Booking.com will never ask you to enter your credit card or gift card number via email, text, or phone
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  • I was recently asked to pay using my gift card over the phone. Is that okay?
    Booking.com will never ask you to share a credit card or a gift card number over the phone. If anyone tells you to pay by gift card or share a credit card over the phone—for any reason—it's likely to be a scam.
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  • I think I've been scammed. What should I do?
    If you believe you were exposed to an online scam involving Booking.com, it’s best you contact us as soon as possible. We’re here to help 24/7, so go to booking.com/help on the website or access the Help Center via the main menu in the app.
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