Refund and Cancellation Policy
Refund and Cancellation Policy
Last Updated: October 13, 2026
At Native Stays, we understand that travel plans can change unexpectedly. Our Refund and Cancellation Policy explains how cancellations, refunds, and booking modifications are handled for reservations made through our platform.
1. Booking Cancellation
Guests may request cancellation of their hotel reservations through their account or by contacting our customer support team. Cancellation requests are subject to the cancellation policy applicable to the selected property and booking.
Please review the cancellation terms, deadlines, and applicable charges before confirming your reservation.
2. Cancellation Time and Refund Eligibility
Unless a different policy is specified for the selected property, the following general guidelines apply:
7 or more days before check-in: Eligible for a full refund, subject to the property's booking terms.
3–6 days before check-in: A cancellation fee of 20% of the booking amount may apply.
Within 48 hours of check-in: A cancellation fee of 30% may apply, subject to the property's cancellation terms.
Non-refundable bookings: Reservations explicitly marked as non-refundable are not eligible for refunds except where required by applicable law or expressly approved under the booking terms.
The specific cancellation policy displayed at the time of booking takes precedence over these general guidelines.
3. How to Request a Cancellation
To cancel a reservation, guests should:
Log in to their Native Stays account.
Open their booking or reservation details.
Submit a cancellation request, if the option is available, or contact customer support.
Retain the cancellation confirmation for future reference.
The applicable cancellation deadline is determined by the property's local time unless otherwise specified in the booking terms.
4. Refund Processing
Approved refunds will be returned to the original payment method wherever possible. Processing times may vary depending on the payment provider, bank, and payment method.
Native Stays cannot guarantee the exact date on which a refund will appear in a guest's account once the refund has been initiated.
Any applicable cancellation charges will be deducted before the remaining eligible amount is refunded.
5. Store Credit and Booking Changes
Where permitted by the applicable booking terms, Native Stays or the property may offer store credit or an alternative booking date instead of a monetary refund.
Store credit is subject to the conditions communicated when it is issued, including any validity period and restrictions on use. Guests are not required to accept store credit where a monetary refund is legally or contractually due.
Changes to check-in dates, guest details, or the duration of a stay are subject to property availability and approval.
6. Late Cancellations and No-Shows
If a guest cancels after the permitted cancellation deadline or does not arrive for the reservation, the property may retain some or all of the booking amount in accordance with the agreed booking terms.
Guests should contact the property or Native Stays support as soon as possible if unexpected circumstances prevent them from arriving.
7. Cancellations by the Property or Native Stays
If a property cancels a confirmed reservation or Native Stays is unable to provide the booked accommodation, guests will be informed as soon as reasonably possible.
Depending on the circumstances and applicable booking terms, guests may be offered a full refund or suitable alternative accommodation.
8. Payment Disputes and Chargebacks
Guests are encouraged to contact Native Stays customer support to resolve refund or cancellation concerns before initiating a payment dispute with their bank or payment provider.
All payment disputes will be handled in accordance with applicable payment-provider procedures and relevant laws. Nothing in this policy limits a guest's statutory rights.
9. Policy Updates
Native Stays reserves the right to update this policy when necessary. The version applicable to a reservation will be determined by the booking terms accepted at the time of purchase, subject to applicable law.
10. Contact Us
For assistance with cancellations, refunds, or booking changes, please contact Native Stays customer support through the contact details provided on our website.
By completing a reservation, guests acknowledge that they have reviewed and accepted the cancellation and refund terms presented for their booking.