At stayvistaway (operated by YOUR HOLIDAY LET MANAGEMENT LTD), we strive to provide exceptional, customized holiday let and homestay management services. This Refund & Cancellation Policy outlines the rules, terms, and conditions governing booking cancellations, refunds, and service modifications.
By making a reservation or purchasing customized stay services through www.stayvistaway.com, you agree to the terms described below.
1. Business & Contact Information
- Brand Name: stayvistaway
- Website: www.stayvistaway.com
- Operating Entity: YOUR HOLIDAY LET MANAGEMENT LTD
- Company Registration Number: 16341401
- Registered Office Address: 125 Old Manor Rd, Rustington, United Kingdom, BN16 3QD
- Customer Support Email: become@stayvistaway.com
- Customer Support Phone: +44 1903783237
- Geographic Scope: Services are provided exclusively to customers residing within the European region (including the UK and European Economic Area).
2. Service Fulfillment & Digital Confirmations
Our services encompass tailored homestay bookings, property reservation management, and custom travel itineraries.
- Digital Fulfillment: All booking confirmations, access codes, digital vouchers, and stay instructions are delivered electronically via email. No physical products or courier shipping numbers are involved.
- Dispatch Timeline: Service processing begins upon payment authorization, and official booking confirmation documents are dispatched via email within 1 to 24 hours.
3. Statutory Consumer Rights & Accommodation Exceptions
Under Article 16(l) of the EU Consumer Rights Directive (Directive 2011/83/EU) and the UK Consumer Contracts Regulations 2013, contracts for the provision of accommodation or leisure activities for specific dates or periods are exempt from the standard 14-day statutory right of withdrawal once the reservation is confirmed.
Cancellations and refunds for accommodation bookings are governed by the specific cancellation terms outlined in Section 4 below.
4. Cancellation Rules & Refund Eligibility
4.1 Standard Cancellation Schedule Unless a specific non-refundable rate is selected during checkout, cancellations for tailored homestay reservations are eligible for refunds under the following schedule:
- Full Refund (100%): Cancellations requested in writing 14 days or more prior to the scheduled check-in date.
- Partial Refund (50%): Cancellations requested in writing between 7 and 13 days prior to the scheduled check-in date.
- Non-Refundable: Cancellations requested less than 7 days prior to the scheduled check-in date, or failure to check in.
4.2 Full Refund Conditions You are guaranteed a 100% full refund under the following circumstances:
- Duplicate Charges: You were charged twice for the same transaction due to a technical error.
- Unavailability/Service Non-Fulfillment: In the rare event that YOUR HOLIDAY LET MANAGEMENT LTD is unable to confirm or fulfill your reservation, and no suitable alternative can be provided.
4.3 Non-Refundable Circumstances Refunds will not be issued in the following scenarios:
- No-Show: Failure to arrive at the booked accommodation on the scheduled check-in date without prior written notice.
- Late Cancellations: Cancellation requests submitted past the applicable deadline stated in your reservation terms.
- Post-Stay Claims: Requests submitted after the stay or management service has already been completed.
5. Refund Processing Timeline
Once a refund request is approved by our team:
- Payment Method: Refunds will be credited back strictly to the original payment method used during checkout (processed via Stripe).
- Processing Time: Refunds are issued by us within 3 to 5 business days. Depending on your card issuer or financial institution, it may take an additional 5 to 10 business days for the funds to reflect on your statement.
- Currency: Refunds are processed in the original currency charged.
6. How to Request a Cancellation or Refund
If you need to request a cancellation or refund, please contact our support team directly before initiating a dispute with your card issuer or bank:
- Email: Send your request to become@stayvistaway.com.
- Required Information: Please include your Full Name, Booking/Order Reference Number, Date of Purchase, and the reason for your request.
- Support Response: Our customer support team will review your inquiry and respond within 24 hours.