Refund & Cancellation Policy

This Refund and Cancellation Policy ("Policy") sets out the terms that apply when a guest cancels a service request, when a concierge partner cancels an accepted booking, or when a refund is sought in connection with a transaction facilitated through the StayPay platform.

This Policy should be read alongside our Terms of Use, which governs your use of the platform generally, and is available at usestaypay.com.

StayPay is a technology facilitation platform. We are not a party to the service agreement between a guest and a concierge partner, nor between a guest and a host. The terms below reflect StayPay's role in facilitating transactions and do not override any statutory rights you may have under applicable UK consumer law.

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1. WHO THIS POLICY APPLIES TO

This Policy applies to:

- Guests who have submitted a booking request, accepted a quote for a custom service request, or accepted a counter-offer for a concierge service through the StayPay platform

- Concierge Partners who have accepted a guest booking request or had a counter-offer accepted by a guest

- Hosts in respect of any add-ons or extras configured and sold through their property listing

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2. GUEST CANCELLATIONS

Before Payment is Taken

A guest may cancel a standard booking request, a custom service request, or an accepted counter-offer at any time before payment has been processed. No charge will apply. Cancellation before payment is taken is treated as a withdrawal of the request and has no financial consequence for the guest.

After Payment is Taken

Once payment has been processed, the following terms apply depending on the service type.

Standard Concierge Bookings

Refund eligibility for standard concierge bookings is determined by the concierge partner's cancellation terms, which are displayed on the relevant service listing. Guests should review these terms before confirming a booking. Where no specific cancellation terms are stated by the partner, the following default terms apply:

- Cancellation more than 24 hours before the confirmed service time: full refund

- Cancellation within 24 hours of the confirmed service time: no refund, unless the concierge partner agrees otherwise

Custom Service Requests

Where a guest has accepted a quoted price for a custom service request and payment has been taken, cancellation is subject to the terms agreed at the point of acceptance. Where no specific terms were communicated, the default terms above apply.

Counter-Offer Acceptances

Where a guest has accepted a counter-offer from a concierge partner and payment has been taken, the same default cancellation terms apply as for standard concierge bookings.

Host Add-Ons and Extras

Refund eligibility for add-ons and extras configured by the host (such as late checkout, welcome packages, or property-specific services) is determined by the host. Guests should contact the host directly to request a refund for host-managed add-ons. StayPay will facilitate the process where possible but is not able to compel a refund on behalf of a host.

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3. CONCIERGE PARTNER CANCELLATIONS

Where a concierge partner cancels an accepted booking or fails to fulfil a confirmed service, the guest is entitled to a full refund of any payment taken for that service. StayPay will process the refund via the original payment method as soon as reasonably practicable following confirmation of the cancellation.

Concierge partners who repeatedly cancel accepted bookings or fail to fulfil confirmed services may have their account suspended or removed from the platform in accordance with our Acceptable Use Policy.

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4. HOW REFUNDS ARE PROCESSED

Refunds are processed via Stripe to the original payment method used by the guest. Processing times are typically 5 to 10 business days, depending on the guest's card issuer or bank. StayPay is not responsible for delays caused by the guest's bank or card provider.

Platform fees deducted from concierge partner payouts are non-refundable in the event of a guest cancellation, except where the cancellation is caused by the concierge partner's failure to fulfil the confirmed service.

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5. REQUESTING A REFUND

Guests seeking a refund should contact the relevant concierge partner or host in the first instance. Where this does not resolve the matter, guests may contact StayPay at support@usestaypay.com with the following information:

- Name and property reference

- Date of the booking or request

- Nature of the service and the amount paid

- Reason for the refund request

StayPay will review the request and liaise with the relevant partner or host. We aim to respond to all refund queries within 5 business days. StayPay's determination on refund eligibility is final, subject to any statutory rights you may have under applicable UK consumer law.

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6. STATUTORY RIGHTS

Nothing in this Policy affects your statutory rights under applicable UK consumer law, including but not limited to rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are uncertain about your statutory rights, you can seek guidance from Citizens Advice at citizensadvice.org.uk.

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7. CHANGES TO THIS POLICY

We may update this Refund and Cancellation Policy from time to time to reflect changes to the platform, applicable law, or our operational requirements. Any material changes will be communicated to registered users via email or in-platform notification. Continued use of the platform following such notice constitutes acceptance of the updated Policy. The most current version will always be available at staypayhq.com, with the revision date shown at the top of the document.

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8. CONTACT US

StayPay Ltd Royal Mills, 2 Cotton Street, Manchester, M4 5BZ

Support: support@usestaypay.com

General enquiries: hello@usestaypay.com

Website: usestaypay.com