CANCELLATION POLICY | Small 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

All fees and charges are collected at the time of booking. Refund eligibility and timing are governed exclusively by this Cancellation Policy.

The service fee is separate from other charges and non-refundable under all circumstances, including cancellations, verification failures, no-shows, early departures, or unused nights, except where required by law.

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, 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 the Cancellation Policy and 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 7–10 business days to appear. If you do not see your refund within 14 business days, contact us at finance@small-stays.com.

This 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 reduce the refundable portion of the security deposit. Deductions apply only for property damage, missing items, or other charges explicitly allowed under Section 18.

6. VERIFICATION-RELATED CANCELLATIONS

In the event a Guest fails to complete required identity verification, guest screening, or execution of the applicable Short-Term Rental or Extended Stay Agreement within the required timeframe, Small Stays may cancel the Reservation and deny access to the Property.

For standard bookings, Guests must complete all verification steps and execute the applicable Agreement within twenty-four (24) hours of booking confirmation. For reservations made less than twenty-four (24) hours prior to the scheduled check-in time, Guests must complete verification and execute the applicable Agreement at least two (2) hours prior to check-in.

Failure to meet these requirements, refusal to participate, or submission of inaccurate or misleading information constitutes a material breach of this Agreement. In such cases, Small Stays shall retain any non-refundable service fees and taxes collected, and all other reservation payments, including the nightly rate and cleaning fee, shall be refunded to the Guest in accordance with this Cancellation Policy.

Non-refundable service fees collected at the time of booking will not be returned under any circumstance, including verification failures, no-shows, or cancellations. Security deposits, if collected, are separate from reservation charges and will be refunded in full in accordance with Section 18 of the Terms of Use. Verification failures or other pre-check-in cancellations do not affect the refundable portion of the security deposit.

This provision applies to both Short-Term and Extended Stay Reservations, and all refund eligibility and processing shall be governed exclusively by this 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.