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1. Overview
This policy explains what happens to the money you have paid if you or we cancel a booking. The exact terms of your booking, including any amounts that are not refundable, are set out in your booking agreement.
2. If you cancel
Please tell us in writing as soon as you decide to cancel. Depending on the stage of the booking and your agreement, we may keep a part of the amount paid to cover costs already incurred, and refund the rest.
3. If we cancel or the property is no longer available
If we cancel a booking, or the property cannot be delivered as agreed, you will be offered either a suitable alternative or a full refund of the amounts you paid for that booking.
4. How refunds are made
Approved refunds are paid back through the same payment method where possible, and a record of the refund appears on your booking. The time it takes for the money to reach you depends on your bank or payment provider.
5. Failed or duplicate payments
If a payment fails, you will not be charged for the booking. If you are charged twice by mistake, tell us and we will refund the extra amount.
6. Contact us
To ask about a cancellation or refund, please contact us with your booking reference using the details on the contact page.