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Cancellations & refunds
Last updated: October 2026
Cancelling a booking
You can cancel any upcoming booking yourself from My bookings, up to the day before check-in. Once a stay has started, please contact us.
What you get back
| Your booking | When you cancel | Refund |
|---|---|---|
| Free-cancellation rate | 2 or more days before check-in | Full refund |
| Free-cancellation rate | Less than 2 days before check-in | No refund |
| Non-refundable rate | Any time | No refund |
| Cancelled by StayVia | — | Full refund |
The rate type is shown on every stay before you book, and My bookings tells you whether a refund applies before you confirm a cancellation.
How refunds are paid
Refunds go back to the card you paid with, usually showing within 5–10 business days depending on your bank. If a booking was never paid online, nothing is charged and there is nothing to refund.
Payments that aren't completed
If card payment is on and you don't finish paying within 30 minutes, the booking is cancelled, the dates are released and nothing is charged. If a payment reaches us after that, it is refunded automatically.
Questions: [your contact email]