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StayEase

Cancellation Policy

Last updated: May 2, 2024

1. Introduction

This Cancellation Policy outlines the terms and conditions for cancellations and refunds for bookings made through StayEase. We understand that plans can change, and we aim to provide clear guidelines for cancellations and refunds.

2. Cancellation Policies by Category

Each property on our platform falls under one of the following cancellation policy categories. The specific policy applicable to your booking will be clearly displayed on the property listing page and in your booking confirmation.

Flexible

  • Free cancellation up to 24 hours before check-in
  • If cancelled less than 24 hours before check-in, the first night is non-refundable
  • If you arrive and decide to leave early, 100% of the remaining nights will be refunded

Moderate

  • Free cancellation up to 5 days before check-in
  • If cancelled less than 5 days before check-in, the first night is non-refundable
  • If you arrive and decide to leave early, 50% of the remaining nights will be refunded

Strict

  • Free cancellation for 48 hours after booking, if the booking is made at least 14 days before check-in
  • If cancelled at least 7 days before check-in, 50% of the total booking amount will be refunded
  • If cancelled less than 7 days before check-in, no refund will be provided
  • If you arrive and decide to leave early, no refund will be provided for the remaining nights

Long-Term

  • Free cancellation for 48 hours after booking, if the booking is made at least 28 days before check-in
  • If cancelled at least 28 days before check-in, you will receive a full refund minus the service fee
  • If cancelled between 7 and 28 days before check-in, you will receive a 50% refund minus the service fee
  • If cancelled less than 7 days before check-in, no refund will be provided
  • If you arrive and decide to leave early, no refund will be provided for the remaining nights

3. Extenuating Circumstances

In certain extenuating circumstances, we may provide a full or partial refund even if the cancellation falls outside the terms of the property's cancellation policy. Extenuating circumstances may include:

  • Unexpected death or serious illness of a host, guest, or immediate family member
  • Serious injury that directly impacts the guest's ability to travel
  • Natural disasters or severe weather incidents that prevent travel to or from the destination
  • Urgent travel restrictions or severe security advisories issued by government agencies
  • Endemic disease or illness that suddenly affects the region or location of the booking
  • Civil unrest or political instability that directly impacts travel safety

Documentation or other proof may be required to validate claims of extenuating circumstances.

4. Host Cancellations

If a host cancels a confirmed booking, the guest will receive a full refund of all fees paid. Additionally, we may offer assistance in finding alternative accommodations.

Hosts who cancel bookings may be subject to penalties, including financial penalties, restrictions on calendar availability, and automated reviews indicating that they cancelled the booking.

5. Refund Process

Refunds will be processed to the original payment method used for the booking. The time it takes for the refund to appear in your account depends on your payment method and financial institution, typically within 5-10 business days.

Service fees are non-refundable unless the cancellation is due to extenuating circumstances or a host cancellation.

6. How to Cancel a Booking

To cancel a booking, follow these steps:

  1. Log in to your StayEase account
  2. Go to "My Bookings" or "Trips"
  3. Select the booking you wish to cancel
  4. Click or "Trips"
  5. Select the booking you wish to cancel
  6. Click the "Cancel Booking" button
  7. Follow the prompts to complete the cancellation process

If you're unable to cancel your booking online, please contact our customer support team for assistance.

7. Changes to This Policy

We reserve the right to modify this Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. We will notify users of any significant changes by email or through a notification on our website.

8. Contact Us

If you have any questions about our Cancellation Policy, please contact us at support@stayease.com.