Booking Cancellation Policy

1. Cancellation tiers

2. Core rules

• The Host chooses the cancellation tier before the booking is confirmed. Once the booking is confirmed, the tier cannot be changed unless all affected parties agree in writing.
• Any refund excludes non-refundable payment processing charges and any third-party costs reasonably incurred in connection with the booking that are genuinely non-refundable.
• If a cancellation request is received after check-in, the same tier operates by reference to notice given during the stay unless this policy states otherwise.
• The effective cancellation time is the time TeamStays records the cancellation request through the approved cancellation channel.

3. No-show

• A no-show occurs where the Customer or Guest does not check in on the confirmed arrival date and does not agree a revised arrival time with the Host or TeamStays by midnight local property time on the arrival day, unless the booking documents specify a different cut-off.
• A no-show is treated as a late cancellation under the applicable cancellation tier.
• If the Customer later requests check-in after a no-show, the Host is not obliged to reinstate the booking.

4. Partial stay reductions and early departure

• If the Customer shortens a booking before check-in, the applicable cancellation tier applies to the removed nights.
• If the Customer leaves early after check-in, the applicable notice period continues to apply to the remaining booked nights.
• Where a booking is reduced because of a substantiated property issue, host cancellation, or another justified exception under this suite, TeamStays may override the cancellation tier to the extent reasonably necessary.

5. Long-stay bookings

• For bookings longer than 28 nights, the same tier applies unless the booking confirmation expressly states a different long-stay notice period.
• If a long-stay booking is cancelled after check-in, the non-refundable period is calculated by reference to the applicable notice window and the next booked nights within that window.

6. Host cancellation

• If the Host cancels, cannot honour the booking, or the property is materially unavailable or misdescribed, the Customer will be entitled to either: (a) comparable replacement accommodation if accepted by the Customer; or (b) a refund for the affected nights; or (c) such other remedy as TeamStays reasonably determines under the booking documents.
• The Host cancellation overrides the ordinary cancellation tier for the affected booking period.

7. Refund mechanics

• Refunds are processed back to the original payment method where reasonably possible.
• The timing of any refund depends on payment method processing times, fraud screening, chargeback status, and whether TeamStays has received back any amount already remitted to the Host.
• Where TeamStays has discretion to apply a credit instead of a cash refund, this will only be done with Customer agreement unless required by law or payment scheme rules.

8. Exceptions

• TeamStays may depart from the standard tier where required by law, sanctions compliance, fraud prevention, serious safety concerns, property unavailability, or another justified complaint outcome under this suite.
• Force majeure or major disruption events will be handled in good faith based on the actual impact on the booking, available evidence, and any mandatory legal rights.