Last updated: 21 January 2026

This Cancellations & Refunds Policy explains how cancellations, changes and refunds are handled for bookings made via Contractors Stay-Away.

It should be read together with:

• Our Customer Terms of Service; and
• Our Accommodation Partner Terms.

1. Who sets the cancellation policy?

Each property listed on Contractors Stay-Away is offered by an independent host. Hosts choose their own cancellation and refund policy from the options we provide (for example: flexible, moderate, strict, non-refundable).

For each booking:

• The applicable host cancellation policy is shown on the property listing and during checkout; and
• It is summarised in your booking confirmation.

By confirming a booking, you agree to that policy.

2. If you (the guest) cancel

2.1 How to cancel

To cancel a booking, follow the instructions in your Contractors Stay-Away account or booking confirmation, or contact us/your host as indicated.

2.2 What you may be refunded

Your refund (if any) depends on:

• The host’s cancellation policy;
• The time and date you cancel relative to the check-in date; and
• Any applicable local consumer laws.

Examples (for illustration only – actual rules depend on the host’s chosen policy):

• Flexible: full refund if cancelled up to a certain number of days before check-in; partial or no refund after that.
• Moderate: partial refund if cancelled up to a certain number of days before check-in; no refund after that.
• Strict / non-refundable: no refund once the booking is confirmed.

The exact terms for your booking are those shown with your property and in your confirmation.

2.3 Our service fees

Unless stated otherwise at the time of booking:

• Contractors Stay-Away service fees are non-refundable, except where:
  • A booking is cancelled due to an error on our part; or
  • We are required to refund them under applicable law; or
  • The host cancels (see Section 4).

3. No-shows and early departures

If you:

• Do not arrive for your stay (“no-show”); or
• Leave earlier than the booked check-out date,

your booking will normally be treated as a late cancellation under the host’s policy.

In most cases:

• You will not be entitled to a refund for unused nights; and
• Our service fees remain non-refundable.

Any exceptions will be subject to the host’s policy and applicable law.

4. If the host cancels or cannot honour the booking

4.1 Host-initiated cancellations

If a host cancels your booking or cannot provide the property as booked (for example, due to overbooking or a utility failure), they must notify you and us as soon as possible.

In such cases, where payment was processed via Contractors Stay-Away:

• You will usually be entitled to a full refund of amounts paid for the stay, including our service fee for that booking; or
• Where possible, we may help you find alternative accommodation, but availability and suitability cannot be guaranteed.

4.2 Alternative accommodation

Any offer of alternative accommodation will depend on:

• What is available in the required area and dates;
• How similar the alternative is in terms of capacity and features.

You are not obliged to accept an alternative. If you decline, you will usually be entitled to a full refund as above.

5. How and when refunds are paid

5.1 Method of refund

Refunds are normally made to the original payment method used for the booking (e.g. card, wallet or bank account). We cannot usually refund to a different method.

5.2 Timelines

Once we (or the host’s payment provider) approve a refund:

• We will initiate it as soon as reasonably possible;
• The time for it to appear in your account depends on your bank or card issuer, but is typically 5–10 working days.

If you have not received your refund after this period, please:

• Check with your bank or card provider; then
• Contact us with your booking reference if it is still not visible.

You can reach us at ku.oc.yawayatssrotcartnoc@tcatnoc or on 0785 299 5392.

6. When we are not responsible for refunds

In some cases, the host may charge you directly (for example, when using their own payment system). Where:

• Payment was taken entirely outside of Contractors Stay-Away; and
• We did not process or receive funds,

the host is responsible for issuing any refund under their policy. We can assist with communication but we do not control their payment systems.

7. Force majeure and exceptional circumstances

Neither we nor the host are liable for cancellations caused by events beyond our reasonable control (“force majeure”), such as:

• Natural disasters, severe weather or major utility outages;
• War, terrorism, civil unrest;
• Public health emergencies or government restrictions that make it illegal or impossible to travel or provide accommodation.

In these situations:

• The host’s cancellation policy provides the starting point for any refund;
• Additional rights may arise under mandatory consumer or travel laws;
• We may, at our discretion, introduce temporary measures or guidance, which we will communicate via our website or by email.

8. Disputes about cancellations or refunds

If you believe a cancellation or refund has not been correctly applied:

1. Review the host’s cancellation policy and your booking confirmation carefully.
2. Contact the host through the platform to discuss the issue.
3. If you cannot resolve it, contact us at ku.oc.yawayatssrotcartnoc@tcatnoc with:
   • Your booking reference;
   • The property name;
   • Details of the issue.

We may:

• Review the communication and policy;
• Ask both you and the host for further information;
• Provide our view on the correct outcome;
• In limited cases, offer a goodwill solution at our discretion.

However, because the Accommodation Contract is between you and the host, the final decision on host-controlled amounts normally rests with the host, subject to applicable law.

9. Changes to this Policy

We may update this Cancellations & Refunds Policy from time to time. The latest version will always be available on our website and will apply to new bookings made after the update date.

For bookings made before a change, the policy that applied at the time of booking will usually continue to apply to that booking.