Cancellation and Refund Policy
This Cancellation and Refund Policy ("Policy") outlines the terms and conditions for cancelling a booking made through the Stayswitch platform ("Platform") and the corresponding refunds. This Policy is an integral part of our Terms of Service and Privacy Policy.
By using the Platform to book any Service Offering (as defined below), you acknowledge that you have read, understood, and agree to be bound by this Policy.
1. Definitions
- "Platform," "we," "us," "our" refers to Stayswitch.
- "Customer," "you," "your" refers to the individual or entity making a booking through the Platform.
- "Service Provider" refers to the independent individual or business entity that lists and provides the Service Offerings.
- "Service Offering(s)" refers to the properties, hotels, restaurants, workspaces, studios, bars, event spaces, vehicles, boats, tours, and any other services bookable through the Platform.
- "Booking" refers to a confirmed reservation for a Service Offering made by a Customer through the Platform.
2. General Principles
- Service Provider-Specific Policies: Service Providers are responsible for setting their own cancellation and refund policies for their Service Offerings. These policies are clearly displayed on the listing page before you complete your booking, together with this Policy.
- Platform as Intermediary: Stayswitch acts as an intermediary between Customers and Service Providers. We collect payments on behalf of the Service Providers and facilitate refunds in accordance with this Policy and the Service Provider's policy.
- Cancellation Initiator: This Policy applies to cancellations initiated by the Customer. Cancellations by Service Providers are governed by our service agreement with the relevant Service Provider and may subject the Service Provider to penalties.
3. How to Cancel a Booking
To cancel a booking, you must log in to your Stayswitch account, navigate to "Your Trips" or "Bookings," select the relevant booking, and follow the cancellation instructions. The cancellation is only effective once you receive a confirmation email from us.
4. Refund Process
- Timing: Once a cancellation is processed in our system, refunds (if applicable) will be issued to the original payment method used at the time of booking. Please allow 5-10 business days for the refund to be reflected in your account, depending on your bank or payment processor.
- Service Fees: Our Platform service fee is refundable only if the cancellation is made within the free cancellation period of 24 hours before the scheduled start of your booking. Outside of this window, the service fee is non-refundable.
5. Extenuating Circumstances
In rare cases, we may allow for cancellations and refunds for unforeseen events outside of your control that make it impossible or unsafe to use the Service Offering. These are evaluated on a case-by-case basis and require valid documentation. Please contact our Customer Service team immediately if you believe your situation qualifies as an extenuating circumstance.
6. No-Shows and Early Departures
If you fail to show up for your booking ("no-show") or decide to leave early (e.g., check out of a property before the end of your stay), you are not entitled to any refund for the unused time.
7. Service Provider Cancellations
If a Service Provider cancels your booking before the scheduled start of your booking, you will be notified immediately and receive a full refund. We will also strive to help you find a comparable alternative Service Offering, subject to availability. We do not compensate for any consequential costs (e.g., flights, other bookings).
8. Changes to this Policy
We reserve the right to modify this Policy at any time. The version of the Policy in effect at the time you make your booking will apply to that booking.
9. Contact Us
If you have any questions about this Policy or need to cancel a booking, please contact our Customer Service team at: