Cancellations and Refunds

Every property on stay.cx has its own cancellation policy, set by the property manager who operates it. The cancellation policy for your booking is shown on the property page, shown again at checkout before you pay, and included in your booking confirmation email. That policy is the one that applies to your booking.

stay.cx is a booking platform, not the property manager. We don’t set cancellation policies, we don’t hold your money, and we can’t override a property manager’s terms. What we can do is help you understand how cancellations work, make the process as straightforward as possible, and help you get in touch with the property manager if you need to.

The best time to think about cancellations is before you confirm a booking. On every property page, you’ll see the cancellation policy clearly displayed. Take a moment to read it. The key things to look for are:

Can I cancel for free, and until when? Some properties offer a free cancellation window: a period after booking during which you can cancel at no cost. This might be a set number of days after you make the booking, or a set number of days before your arrival date. Not all properties offer this.

What happens if I cancel later? Most properties use a tiered system where the cancellation charge increases as your arrival date gets closer. For example, cancelling two months out might cost you a small percentage of the booking, while cancelling a week before could mean losing most or all of the amount you’ve paid.

Is this a non-refundable rate? Some properties offer a lower price in exchange for no cancellation rights at all. These are clearly marked. If you book a non-refundable rate, no refund is available if you cancel, regardless of the reason or timing.

Is there a flexible cancellation option? Some property managers offer an optional flexible cancellation product, usually for an additional fee, which allows you to cancel closer to your arrival date. Where available, this will be offered during checkout. It’s typically backed by an insurance provider and has its own terms.

If you’re booking a long way in advance or your plans might change, it’s worth paying particular attention to these details. We also strongly recommend taking out travel insurance that covers cancellation. This can protect you in situations that the property manager’s cancellation policy doesn’t cover, such as illness, injury, or travel disruptions.

Cancellations are made directly with the property manager, not through stay.cx. Your booking confirmation contains their contact details and the cancellation policy that applies to your booking.

If you have a stay.cx account, your bookings page brings those details together and gives you a contact method to contact the property manager. The cancellation itself is still between you and the property manager.

Cancel as early as you can. Cancellation charges usually increase as your arrival date approaches, and what counts is when the property manager receives your cancellation. It is your responsibility to cancel in good time. stay.cx cannot cancel a booking for you and cannot confirm that a cancellation has taken effect, so keep the confirmation the property manager sends you.

If you cannot find your booking confirmation or the property manager’s contact details, contact us at hello@stay.cx and we will provide them.

The amount you’re charged for a cancellation depends entirely on the property manager’s cancellation policy. This is the policy you saw on the property page and accepted at checkout. Cancellation charges usually increase the closer you get to your arrival date, but the exact bands, percentages and deadlines are set by each property manager and differ from one property to the next. The policy that applies to your booking is the one shown on the property page, shown again at checkout before you pay, and included in your booking confirmation email.

Some property managers also charge a non-refundable booking or administration fee regardless of when you cancel. Where applicable, this will be disclosed at the time of booking.

If a refund is due under the cancellation policy, it is processed by the property manager’s payment provider, the same system that took your original payment. stay.cx doesn’t hold your money at any point, so we can’t issue refunds directly.

Refunds are typically returned to the same payment method you used to book. The time it takes depends on the property manager and their payment provider.

If you haven’t received a refund you believe you’re owed, contact the property manager first using the details in your booking confirmation. If you have difficulty reaching them, email us at hello@stay.cx and we’ll help you get in touch.

It’s rare, but it does happen. A property manager may need to cancel your booking due to circumstances such as damage to the property, a maintenance issue, or an event beyond their control.

If this happens, the property manager is responsible for either offering you a suitable alternative property or providing a refund in accordance with their terms. You should hear from them directly, but if you don’t, contact us at hello@stay.cx and we’ll follow up on your behalf.

stay.cx is not liable for a property manager’s cancellation or for any costs you incur as a result (such as rebooking flights or finding alternative accommodation). This is one of the reasons we recommend travel insurance for every booking.

If you don’t check in without cancelling your booking in advance (sometimes called a “no-show”), or if you leave before the end of your stay, how this is handled depends entirely on the property manager’s cancellation policy. That policy will set out whether any charge applies and whether a refund is available for unused nights. The terms that apply to your booking are the ones shown on the property page and accepted at checkout, so check them for how no-shows and early departures are treated.

If something prevents you from travelling, it’s always better to cancel formally with the property manager, even if you think you’ll be charged the full amount. In some cases, the property manager may be able to rebook the dates to another guest and offer a partial refund. A no-show removes that possibility.

If your plans have changed but you still want to go, you may be able to change your booking dates, party size, or even switch to a different property. Changes are subject to the property manager’s policies and to availability.

Changes are requested directly with the property manager, using the contact details in your booking confirmation. As with cancellations, your stay.cx bookings page brings those details together to make it easier. Some property managers charge an administration fee for changes. In some cases, a change may not be possible and you’ll need to cancel and rebook.

If the new dates or property are more expensive, you’ll pay the difference. If they’re cheaper, whether you receive a partial refund depends on the property manager’s policy.

We recommend travel insurance for every booking. A good travel insurance policy will typically cover cancellation due to illness, injury, bereavement, redundancy, jury service, and other unforeseen circumstances that a property manager’s cancellation policy won’t cover.

stay.cx doesn’t sell or provide travel insurance. Some property managers include or offer cancellation protection as part of the booking. If so, the details will be shown during checkout. But this is usually more limited than a standalone travel insurance policy, and we’d recommend having your own cover in place regardless.

If you already have annual travel insurance (or cover through your bank or credit card), check whether it covers holiday rental cancellations specifically, not all policies do.