Effective Date: 07 September 2026
Last Updated: 15 September 2026
Which Refund terms apply
Refund eligibility depends on the cancellation and payment terms disclosed and agreed in writing for your property before payment, the reason for the request and applicable law. Different properties may have different terms.
Your booking terms set out any cancellation deadline and refund percentage; these may differ by property. Ask for the applicable terms before paying. If no cancellation charge was disclosed and agreed, it should not be introduced after payment. Contact the team for a written assessment rather than assuming that every advance is either refundable or non-refundable.
How to make a request
- Contact RetreatStay through the booking conversation or the contact details below and clearly state whether you want to cancel, change dates or request a refund.
- Provide your booking reference, booking contact name, property, stay dates, payment amount and transaction reference, together with the reason and any relevant evidence.
- Ask for written acknowledgement of your request. Keep a copy of the message and the time it was sent; tell us promptly if a stated cancellation deadline is approaching.
- Do not send banking passwords, card security codes or one-time codes. Refund destination details should be shared only through the verified channel when requested.
Guest cancellations and changes
The time the cancellation request is received is assessed against your booking’s agreed cancellation terms. Any eligible refund and any permitted deduction should be explained in writing.
A date change, late arrival, no-show or early departure does not automatically create a refund entitlement. The agreed terms and applicable law determine the outcome. A refund or credit offered for a change must be confirmed in writing before you rely on it.
Host cancellations or unavailable accommodation
If RetreatStay or the host cancels or cannot provide the confirmed accommodation, contact the team to arrange a suitable alternative you accept or a refund of the amount paid for accommodation that cannot be supplied, subject to applicable law.
A different property or a credit for a future stay will not be treated as your accepted solution without your agreement.
Duplicate payments, overpayments and stay issues
Verified duplicate payments or amounts paid above the agreed balance should be returned after reconciliation. The team may request the transaction reference or receipt to match the payment accurately.
If the accommodation materially differs from what was confirmed or a serious service issue affects your stay, report it promptly and provide relevant evidence. The team will assess an appropriate remedy. Making a complaint does not remove any rights available under applicable law.
Refund amount, method and timing
The written outcome should state the amount paid, the approved refund, the basis for any deduction and the payment destination. Any bank or payment-processing fee must have a valid, disclosed basis; it is not an automatic deduction.
Approved refunds should normally return to the original payer through the original payment method where supported. Any alternative must be verified and agreed with the payer.
RetreatStay will communicate an estimated processing time with the refund decision and provide a transaction reference after sending the refund. Bank or payment-provider posting times may differ.
Disruptions and unresolved requests
Weather, road closures and other events outside the guest’s or host’s control are assessed using the agreed booking terms and applicable law. Contact the team to discuss cancellation, rescheduling or another available remedy; no blanket no-refund rule is imposed by this policy.
If you disagree with the outcome, ask RetreatStay to review it and provide your booking reference and supporting records. This process does not restrict any complaint or remedy available under applicable law.
Policy changes
The version and last-updated date appear on this page. Changes apply to future agreements and do not retrospectively replace the refund terms already agreed for a booking.
Need help?
Contact us via WhatsAppor email us at [email protected] for questions related to refunds and returns.