Cancellation & Refund Policy
1. How Payments & Refunds Work on Staya
Staya is a platform that connects guests with independently owned and operated guesthouses. It is important to understand how payments flow on the platform:
Important: Each Property Partner on Staya processes payments independently through their own Yoco account. When you pay for a booking, your payment goes directly to the Property Partner — not to Bartholos Pty Ltd.
This means that refunds are processed by the Property Partner through their own payment system. Staya facilitates the cancellation request and coordinates the refund process, but the actual refund is issued by the property at which you booked.
Staya's role in the refund process is to:
- Receive your cancellation request and forward it to the relevant Property Partner
- Confirm eligibility for a refund based on the applicable cancellation policy
- Notify the Property Partner to process the refund via their Yoco account
- Update your booking status in the app and notify you once complete
- Mediate in the event of a dispute between you and the Property Partner
2. Property-Specific Policies
Each Property Partner may set their own cancellation policy, which will be clearly displayed at the time of booking before you confirm payment. Where a Property Partner's policy differs from the standard terms below, the Property Partner's policy takes precedence.
Always check the cancellation policy specific to your property — it is shown on the booking confirmation screen and in your confirmation email before payment is made.
3. Standard Cancellation Terms
The following standard terms apply where no property-specific policy is stated:
4. Group Booking Cancellations
Group bookings — defined as bookings of two or more rooms or five or more guests — are subject to the following additional terms:
- Cancellations must be submitted in writing via the Staya app or to info@staya.co.za
- Partial cancellations are handled on a room-by-room basis per the standard policy
- Property Partners may apply a stricter cancellation window for group bookings — this will be communicated at time of booking
- Deposits paid for group bookings are non-refundable unless within the free cancellation window
5. No-Show Policy
A no-show is failure to check in on the confirmed arrival date without prior notification.
- No-shows are non-refundable
- The property may release the room after a reasonable waiting period on the day of arrival
- If you anticipate a late arrival, notify the property in advance via the Staya app
6. Property-Initiated Cancellations
In the rare event that a Property Partner cancels your confirmed booking, you are entitled to a full refund processed within 5 business days by the Property Partner via their Yoco account. Staya will notify you immediately and confirm once the refund has been processed.
7. Special Circumstances
The following may be considered for a refund outside the standard policy, subject to documentation and review by both Staya and the Property Partner:
- Medical emergency — hospitalisation or serious illness (doctor's letter required)
- Bereavement — death of an immediate family member (death certificate required)
- Government travel restrictions — official restrictions preventing travel
- Natural disaster or force majeure — events beyond reasonable control
Requests must be submitted within 48 hours of the original check-in date with supporting documentation to info@staya.co.za. Approval requires agreement from both Staya and the Property Partner. If approved, the Property Partner processes the refund via their Yoco account.
8. How to Cancel
You can submit a cancellation request in two ways:
The cancellation time is recorded as when the request is received, not when it is processed. You will receive a cancellation confirmation within 1 business day.
9. The Refund Process
10. Refund Timelines
| Refund Type | Timeline | Processed By |
|---|---|---|
| Standard cancellation | 5–10 business days | Property Partner via Yoco |
| Property-initiated cancellation | Within 5 business days | Property Partner via Yoco |
| Special circumstance | 5–10 business days after approval | Property Partner via Yoco |
Refunds are returned to the original payment method used at booking. Processing times may vary depending on your bank or card issuer. Staya does not issue cash refunds and does not hold or process refund payments directly.
If you have not received your refund within 10 business days of confirmation, contact us at info@staya.co.za and we will follow up with the Property Partner on your behalf.
11. Non-Refundable Items
- Bookings cancelled outside the free cancellation window without an approved special circumstance
- No-shows
- Additional charges incurred during a stay (late check-out, damage fees, extras)
- Platform service fees where applicable
12. Disputes
If you believe your cancellation or refund has been handled incorrectly, contact us at info@staya.co.za. Staya will mediate between you and the Property Partner and respond within 5 business days.
You also have the right to lodge a complaint with the National Consumer Commission (NCC) at thencc.org.za.
13. Contact
| info@staya.co.za | |
| Subject line | Cancellation Request |
| Address | Korhaan Crescent 67, Hartswater, 8570, Northern Cape, South Africa |
| Response time | Within 1 business day |