Cancellation policy

Cancelling a stay

Notice is counted from when we receive your written cancellation at contact@kalastay.co.uk, against 3pm on your arrival date.

There is no security deposit for a direct booking. If any cleaning fee was shown and charged at booking, it is refunded in full if you cancel before arrival, whatever the notice.

Stays of four weeks or longer

Long stays are arranged individually, and the terms confirmed in writing at the time take precedence over the table above. Unless we agreed otherwise, we ask for 30 days’ written notice to cancel or to end a stay early. Where notice is shorter, we charge for 30 days from the date we receive it, or to the end of the booking if that comes sooner.

Changing dates

Ask us. If the new dates are free we will usually move a booking once at no charge, given 14 days’ notice or more. Where the new dates are priced higher, the difference is payable. Moving a booking is not a way to avoid the notice periods above, so a move followed by a cancellation is treated as a cancellation of the original dates.

If we have to cancel

If we cancel for any reason, you get everything you have paid back in full, and we will tell you as soon as we know. We will help you find somewhere else where we can, though we cannot cover the cost of it. Our liability is limited to that refund, as set out in our terms of booking.

If online check-in is not completed

After payment, the lead guest completes online check-in, which we review before sending access details. If it is not completed in reasonable time before arrival, or the name does not match the reservation, we may cancel the booking. That is treated as though you had cancelled on the date we cancel, and the table above applies. It is set out in section 3 of our terms of booking.

Ending a stay because of a breach

Where we end a stay because the house rules have been broken, no refund is due for the nights not taken. Those rules are in our terms of booking, and they exist because this is a residential building with neighbours in it.

Your statutory position

Bookings for accommodation on specific dates are exempt from the 14 day cancellation right under regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That means the cooling-off period that applies to most online purchases does not apply to a stay. The policy above is what applies instead, and none of it affects your other statutory rights as a consumer.

Insurance

We do not refund outside the terms above for illness, travel disruption, changes to work, or visa refusals. Travel insurance covers those and it is worth having.

How refunds are paid

Refunds go back to the card or account used to pay, usually within five to ten working days of us confirming them.

Booked through a platform

If you booked through Airbnb or another platform, that platform’s cancellation policy applies to your booking and is handled through them. This policy covers stays booked directly with us.