StayWorld Bookings Cancellation Policy
1. Introduction and Scope
This Cancellation Policy (“Policy”) governs the terms under which guests may cancel, modify, or seek a refund for bookings made through the StayWorld Bookings platform (“StayWorld Bookings,” “we,” “us,” or “our”). By confirming a booking on StayWorld Bookings, you agree to this Policy, the Terms of Service, the Refund Policy, the Guest Booking Policy, and the Payments Policy.
StayWorld Bookings operates as a booking platform. The underlying contract for accommodation or services is between the guest and the host. This Policy defines the platform-level cancellation framework; individual properties may configure additional parameters within the bounds set out in Section 3.
2. Definitions
“Booking” - a confirmed reservation for accommodation, a service, or an activity made through StayWorld Bookings.
“Check-in Date” - the date on which the guest is scheduled to arrive at the property or commence the booked service. For time-based services, the scheduled start date applies.
“Free-Cancel Window” - the period before the check-in date within which a guest may cancel and receive the applicable refund.
“Cancellation” - the voluntary termination of a confirmed booking by the guest via the StayWorld Bookings platform prior to the check-in date.
“No-Show” - failure to arrive at the property on the check-in date without prior platform cancellation.
“Refund” - the return of all or part of the amount paid, subject to applicable deductions as defined in the Refund Policy.
“Host” - the property owner, manager, or service provider listed on StayWorld Bookings.
3. Cancellation Policy Tiers
StayWorld Bookings operates seven cancellation policy tiers. The applicable tier for any booking is displayed on the property listing and on the booking review screen before payment is confirmed.
| Tier | Free-Cancel Deadline (before check-in) | Refund if Cancelled Within Window | Refund if Cancelled Outside Window |
|---|---|---|---|
| Flexible | At least 24 hours | 100% of total paid | 0% |
| Moderate | At least 48 h (or host-configured) | 100% (or host-configured %) | 0% |
| Strict | At least 72 h (or host-configured) | Up to 50% (max 50%) | 0% |
| Super Strict | At least 7 days / 168 h (or host-configured) | Up to 25% (max 25%) | 0% |
| Long Term | At least 30 days / 720 h | 50% | 0% |
| Custom | Host-configured hours | Host-configured % | 0% |
| Non-Refundable | N/A | 0% | 0% |
3.1 Flexible
A full refund of 100% is issued for cancellations received at least 24 hours before check-in. Cancellations inside 24 hours receive no refund.
3.2 Moderate
A full refund (or the host-configured percentage, up to 100%) is issued for cancellations received before the host-configured deadline (default: 48 hours). No refund is issued after this deadline.
3.3 Strict
A partial refund of up to 50% is issued for cancellations received before the host-configured deadline (default: 72 hours). No refund is issued after this deadline. The host may configure a percentage lower than 50% but not higher.
3.4 Super Strict
A partial refund of up to 25% is issued for cancellations received at least 7 days (168 hours) before check-in, or before the host-configured deadline if different. No refund is issued after this deadline. This tier is intended for premium or high-demand properties.
3.5 Long Term
Intended for stays of 28 nights or longer. A 50% refund is issued for cancellations received at least 30 days (720 hours) before check-in. No refund is issued after this point.
3.6 Custom
The host configures both the free-cancel deadline (in hours) and the refund percentage. These values are stored at booking time and are binding. Custom parameters must comply with StayWorld Bookings’s minimum guest-protection standards.
3.7 Non-Refundable
Bookings made at a non-refundable rate carry no refund entitlement under any circumstances (except host-initiated cancellation, Section 10, or a verified force majeure event of the most serious nature, Section 12). Non-refundable status is clearly disclosed before payment is collected.
4. Property-Specific Policies
Hosts may configure their cancellation tier and, within permitted bounds, the specific deadline and refund percentage. These configurations are disclosed on the listing page and on the booking review screen. By confirming payment, you accept the specific policy applicable to your booking.
Host-configured policy settings are locked at the time of booking and govern that specific booking, regardless of any subsequent changes to the listing.
5. Non-Refundable Rates
Some hosts offer a discounted “non-refundable rate.” Guests who choose this rate voluntarily forfeit all refund rights in exchange for a lower price. This selection is clearly disclosed before payment and is recorded permanently on the booking.
6. How to Cancel a Booking
- Navigate to Manage My Booking via the link in your confirmation email, or via My Bookings in the StayWorld Bookings app.
- Select the booking and follow the on-screen cancellation instructions.
- Cancellations must be submitted through the StayWorld Bookings platform to be valid. Requests made directly to the host do not activate the platform’s refund process.
- You will receive a written confirmation email stating the cancellation reference, the refund determination, and the expected timeline.
- Cancellations are only permitted for bookings with status pending or confirmed, and only before the check-in date has arrived. Bookings with status in_progress, completed, declined, or no_show cannot be cancelled.
7. Refund Processing Summary
Full refund calculation and processing rules are documented in the Refund Policy. In summary:
- Eligible refunds are processed within 5–14 business days from the date of cancellation confirmation.
- Refunds are issued to the original payment method.
- All refunds are reviewed and authorised by a StayWorld Bookings Support staff member before processing.
- Platform service fees are non-refundable in all cases except verified platform or host error.
- All refund decisions are logged in an immutable audit trail.
8. Booking Modifications
You may request to modify a confirmed booking (dates, room type, number of guests) subject to availability and host approval. To modify:
- Use the Modify Booking option in your confirmation email or app;
- Modifications are only permitted before the check-in date and within the host’s configured modification deadline;
- Approved modifications may result in a price adjustment - increases require additional payment; decreases are refunded;
- If the modification is rejected by the host, your original booking remains in force.
A modification request does not constitute a cancellation. If you need to cancel, follow the cancellation process in Section 6.
9. No-Show Policy
A no-show is recorded when a guest fails to arrive on the check-in date without prior platform cancellation. In the event of a no-show:
- The full booking amount is forfeited - no refund is issued;
- The property may be released to other guests after a reasonable waiting period (typically 2 hours past check-in time);
- StayWorld Bookings will attempt to contact the guest before formally recording a no-show.
If you anticipate a late arrival, contact your host and StayWorld Bookings Support immediately. A late arrival that has been communicated and acknowledged is not treated as a no-show.
10. Host-Initiated Cancellations
If a host cancels a confirmed booking at any time, the guest is entitled to a full refund of 100% of the total amount paid, including all fees. This right is absolute and is not subject to any host-configured policy.
StayWorld Bookings will also make reasonable efforts to assist the guest in finding alternative comparable accommodation. StayWorld Bookings bears no liability for consequential losses including travel costs, lost time, or third-party expenses arising from a host-initiated cancellation.
11. Deposits
Some properties require a deposit at booking. Deposit refund conditions follow the applicable cancellation policy tier:
- Deposits are refundable if the cancellation occurs within the free-cancel window;
- Deposits are non-refundable outside the free-cancel window, unless the property’s policy states otherwise;
- Deposits may be retained for damage, cleaning, or house-rule violations regardless of cancellation timing.
12. Force Majeure and Extraordinary Circumstances
StayWorld Bookings may, at its documented discretion, issue a partial or full refund outside the standard policy window for verified extraordinary circumstances including:
- Natural disasters directly affecting the booking destination;
- Government-imposed travel bans or border closures applicable to the guest;
- Death of the guest or an immediate family member (official death certificate required);
- Hospitalisation of the guest (signed physician’s certificate required);
- Forced closure or destruction of the property.
13. Disputes
If you believe a refund has been incorrectly calculated or denied:
- Internal review: Email support@stayworld.app within 14 days of the decision, quoting your booking reference. StayWorld Bookings will respond within 10 business days.
- Senior escalation: If unresolved, escalate to legal@stayworld.app within 30 days of the internal response. A compliance officer will respond within 15 business days.
- External remedies: Nothing in this Policy limits your rights under applicable consumer protection law.
Initiating a payment charge-back before completing this dispute process may result in account suspension and forfeiture of pending amounts.
14. Amendments
StayWorld Bookings may amend this Policy at any time. Registered users will be notified of material changes by email. The version in force at the time of booking governs that booking. Continued use of the platform after any amendment constitutes acceptance of the revised Policy.
15. Contact
- Email: support@stayworld.app
- Legal / Compliance: legal@stayworld.app
- Phone: +256 727 182 720
- Online: Submit a support request