STAYS
Cancellation Policy
Last Updated: January 7, 2026
This Cancellation Policy governs the terms, conditions, and limitations applicable to reservation cancellations, refund eligibility, and related charges. By making a reservation with Small Stays, you acknowledge and agree that this policy is binding.
Cancellation and refund rights vary based on the type of reservation booked. Short-Term Reservations are governed exclusively by this Cancellation Policy. Extended Stay Reservations are governed by this Cancellation Policy and any executed Extended Stay Agreement. In the event of a conflict, the Extended Stay Agreement shall control.
The following general provisions apply to all reservation types, as defined in the Terms of Use.
1. SERVICE FEE
The service fee covers booking processing, administrative costs, and platform maintenance. This fee is non-refundable under all circumstances, including cancellations, verification failures, no-shows, early departures, or unused nights.
2. NO-SHOW
Guests who fail to arrive on the scheduled check-in date without completing a valid cancellation in advance will be considered a “no-show.” In such cases, the reservation will be canceled, no refund will be issued, and the full reservation amount may be retained.
No-show determinations and related consequences are enforced in accordance with the Terms of Use and may affect a guest’s eligibility for future bookings.
This no-show provision does not apply where a reservation is canceled by Small Stays for reasons unrelated to guest conduct, eligibility, or compliance. In such cases, refund handling will be governed by this Cancellation Policy and the Terms of Use.
3. OPERATIONAL CANCELLATIONS
In the event that Small Stays cancels a Reservation due to circumstances beyond the Guest’s control, including but not limited to property unavailability, maintenance, or safety concerns, the Guest will receive a full refund of all amounts paid toward the Reservation, including the service fee, nightly rate, cleaning fee, and applicable taxes.
No additional compensation will be provided for travel, lodging, or other expenses.
Reservations canceled due to violations of the Terms of Use, House Rules, or applicable law may not be eligible for a refund, as detailed in Section 30 of the Terms of Use.
4. MULTIPLE CANCELLATIONS
Guests may cancel up to three (3) reservations within any rolling twelve (12) month period while remaining eligible for standard refund terms under this policy. After the third cancellation within such period, future cancellations may be deemed non-refundable, although the guest may continue to make and cancel reservations.
5. REFUND PROCESSING
Eligible refunds are initiated by Small Stays to the original payment method after a cancellation is confirmed. Depending on your financial institution or payment provider, refunds may take up to seven (7) to ten (10) business days to appear. If you do not see your refund reflected within fourteen (14) business days, please contact us at finance@small-stays.com.
This refund timing applies to reservation charges only and does not apply to security deposits, which are governed separately under the Terms of Use.
Security deposits, if collected, are refundable in full in accordance with Section 18 of the Terms of Use. Verification failures or other pre-check-in cancellations do not affect the Guest’s entitlement to the refundable portion of the security deposit. Deductions from the deposit apply only for property damage, missing items, or other charges explicitly allowed under Section 18.
6. VERIFICATION-RELATED CANCELLATIONS
In the event a Reservation is canceled due to a Guest’s failure to complete required identity verification or guest screening, refusal to participate, or submission of inaccurate or misleading information, Small Stays shall retain the non-refundable service fee and any taxes collected. All other reservation payments, including the nightly rate and cleaning fee, shall be refunded to the Guest. Refund eligibility and processing shall be governed in accordance with the Terms of Use and this Cancellation Policy.
7. SHORT-TERM RESERVATION CANCELLATIONS
In order to receive a full refund, you must cancel your reservation within 24 hours of booking confirmation and at least 14 days prior to the scheduled check-in date.
If you cancel your reservation between seven (7) and fourteen (14) days prior to check-in, you will be eligible for a 50% refund of the nightly rate, along with a full refund of the cleaning fee.
Cancellations made less than 7 days prior to check-in, early departures, or any unused portion of the stay, will be charged in full and are non-refundable.
8. EXTENDED STAY RESERVATION CANCELLATIONS
In order to receive a full refund, you must cancel your reservation within 24 hours of your reservation confirmation and before signing the Extended Stay Agreement. Once the Extended Stay Agreement is signed, you will no longer be eligible for a full refund.
If you cancel an Extended Stay reservation after signing the Extended Stay Agreement but at least seven (7) days before your scheduled check-in date, you will receive a refund equal to 25% of the base reservation charges, plus a full refund of the cleaning fee. Taxes, service fees, and other non-refundable charges are excluded unless required by law.
After check-in, early departures or any unused portion of the stay are non-refundable and will be charged in full.