Cancellation Policy

1. Why bookings are non-refundable

Our prices are kept low because each booking reserves a room or bed for specific nights that the host cannot then offer to anyone else. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day “cooling-off” period does not apply to accommodation booked for specific dates.

2. If you cancel

• No refund is due for the accommodation, the cleaning fee or the Airstay service fee.
• Please still tell us as soon as possible at hello@airstay.uk or on WhatsApp (07593 765972) so the host knows not to expect you.
• In exceptional circumstances we may, at our discretion, offer a partial refund or a change of dates if the host is able to re-book the nights. Any such goodwill refund covers the accommodation and cleaning fee only; the Airstay service fee is not refunded.

3. If the host or Airstay cancels

If your booking is cancelled by the host or by us, or the accommodation is not available when you arrive, you will receive a full refund of everything you paid, including the Airstay service fee. Where we can, we will also try to help you find similar alternative accommodation.

4. If something is wrong with your stay

If the accommodation is significantly different from the listing, or there is a serious problem (for example, no access, no working heating or hot water, or a safety issue), contact us straight away so we and the host have a chance to put it right. If it cannot be fixed, we will look at an appropriate full or partial refund. These rights are in addition to your statutory rights as a consumer, which this policy does not affect.

5. Refunds

Any refund is made to the original payment method (card or PayPal), normally within 5–10 working days of being approved.

6. Contact

[COMPANY NAME] Ltd, trading as Airstay. Email hello@airstay.uk or WhatsApp 07593 765972.