Cancellation and Refund Policy
[EXTRACT FROM T&Cs]
10. Full customer cancellations – basic
10.1. This clause does not apply to any cancellations due to government public health measures for Covid-19, which is covered by clause 11 (Cancellations due to government public health measures for Covid-19).
10.2. If you have to, or want to, cancel your booking after it has been confirmed, you must phone us on the number shown on your booking confirmation as soon as possible. The day we receive your notice by phone or via your online account (where available) to cancel is the date on which we will cancel your booking with the Owner.
10.3. You will have to pay a cancellation charge based on the number of days before the arrival date at the accommodation that we receive notice, as shown in the tables below. This means that if you have already paid the full balance of your total booking cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not yet paid your total booking cost by the time of your cancellation, you may have to make a further payment to cover the cancellation charge.
10.4. For the purpose of the tables below, total accommodation cost means accommodation rental price plus any extra items charged by the Owner such as charges for pets, welcome packs or cots but not including insurance premiums, booking fees or administration fees charged by us for making any changes.
10.5. The cancellation charges below have been calculated as a genuine pre-estimate of the losses incurred in the event you cancelled your booking within the stipulated time period.
10.6. If you have already paid insurance premiums, booking fees, credit-card charges and administration fees, we will not refund these if you cancel, unless you cancel in line with clause 11 (Cancellations due to government public health measures for Covid-19). This may differ if you have booked under a low deposit offer, in which case you should review the low deposit terms applicable.
10.7. If you have booked through a third party agent, the term ‘total accommodation cost’ in the tables below does not include any charges made by that agent or anyone else for booking fees, flights, other travel services or any other amounts not paid to us, and you may be liable to pay such charges in the event of cancellation in accordance with the cancellation policy of the third party agent or other supplier.
10.8. Cancellation tables:
10.8.1 Your balance is due 10 weeks prior to the start date of your trip where your accommodation is stated to sleep 9 or less
| Number of days before the start date of your trip that we receive your notice to cancel (or on which you are deemed to have cancelled) | Cancellation charge (in addition to any booking fees, any insurance premiums or administration fees you owe or have already paid which are non-refundable) |
|---|---|
| More than 70 days | Full standard deposit |
| 57 to 70 days | 50% of total accommodation cost |
| 43 to 56 days | 60% of total accommodation cost |
| 29 to 42 days | 80% of total accommodation cost |
| 8 to 28 days | 100% of total accommodation cost |
| 7 days or less | 100% of total accommodation cost |
10.8.2 Your balance is due 12 weeks prior to the start date of your trip where your accommodation is stated to sleep 10 or more
| Number of days before the start date of your stay that we receive your notice to cancel (or on which you are deemed to have cancelled) | Cancellation charge (in addition to any booking fees, any insurance premiums or administration fees you owe or have already paid which are non-refundable) |
|---|---|
| More than 84 days | Full standard deposit |
| 57 to 84 days | 50% of the total accommodation cost or full deposit (including any balance of deposit due), whichever is greater |
| 43 to 56 days | 80% of total accommodation cost |
| 29 to 42 days | 100% of total accommodation cost |
| 8 to 28 days | 100% of total accommodation cost |
| 7 days or less | 100% of total accommodation cost |
11. Cancellations due to government public health measures for Covid-19
11.1. If you have to cancel your booking because UK government public health measures imposed as a result of the Covid-19 pandemic mean it is unlawful to travel to or to make use of the accommodation you booked, you may choose to:
- transfer your booking to a later date free of any administration charges, subject to availability – you will have to pay any difference in price if the cost of the new booking is higher or be reimbursed the difference if the cost of the new booking is lower;
- request a voucher with a redemption value equal to the amount previously paid by you for the booking – the voucher terms and conditions will be available to you before you make your choice under this clause; or
- obtain a refund of the amount already paid by you for the booking, less any administrative costs which we incur in processing your refund.
11.2. You will have to contact us in order to access these options.
12. Part Cancellations
12.1. If any person(s) in your party needs to cancel, this will not affect the total cost of your booking.
12.2. No refunds are payable in the event that you cut short your stay.
