Cancellation Policy

Last updated: [PLACEHOLDER: effective date]

[PLACEHOLDER: Sam to confirm cancellation policy]

This policy applies to stays booked directly with StayHW on stayhw.com or by phone. If you booked through Airbnb or another platform, that platform's cancellation policy applies instead.

You accept this policy, together with our Terms and House Rules, when you book.

Summary

• 5 or more days before check-in: full refund.
• Within 5 days of check-in: you pay for 1 night plus 50% of the remaining nights.
• After check-in: you pay for all nights already stayed, plus 1 night, plus 50% of the remaining booked nights.

Details

Full refund

If you cancel 5 or more days before check-in, you receive a full refund of the amount you paid. [PLACEHOLDER: confirm the exact cutoff time, for example 4pm Pacific Time 5 days before the check-in date]

Cancelling within 5 days of check-in

If you cancel within 5 days of check-in, you are charged for 1 night plus 50% of the remaining booked nights. The rest is refunded.

For example, if you cancel 3 days before a 5-night stay, you pay for 1 night plus 50% of the other 4 nights.

Cancelling or leaving early after check-in

If you cancel or leave early after check-in, you are charged for all nights already stayed, plus 1 night, plus 50% of the remaining booked nights. The rest is refunded.

[PLACEHOLDER: confirm how "remaining nights" is counted and whether the Cleaning fee and occupancy tax are refunded in each case]

Stays ended for rule violations

If we end a stay because of a serious violation of the House Rules or Terms, no refund is due for the remaining nights, to the extent permitted by law.

How to cancel

Contact us by email or phone and include your name and booking dates:

• Email: support@stayhw.com
• Phone (calls and texts): 310-935-1735

Your cancellation takes effect when we receive it. We will confirm it in writing. Please keep the confirmation.

Refund timing

Refunds go back to the card used for the booking. We issue refunds within [PLACEHOLDER: refund processing time] of your cancellation. Your bank may take additional time to show the refund on your statement.

Extras

[PLACEHOLDER: refund policy for extras such as parking and mid-stay cleaning]

Changing your dates

Date changes depend on availability and may change the price. Please contact us before cancelling; we may be able to move your stay instead.

If we have to cancel

If we cancel your booking for a reason that is not your fault, or the unit cannot be used, you will receive a full refund for the nights we cannot provide. If one is available, we may also offer you a comparable unit instead, which you are free to decline.

Emergencies and extraordinary events

[PLACEHOLDER: policy for cancellations due to extraordinary events such as natural disasters, government travel restrictions or building emergencies]

If something serious happens that affects your trip, please contact us. We will look at each case fairly.

Long stays

Stays of 31 nights or more are covered by a separate written long-stay agreement, which may have different cancellation and notice terms.

Questions

If you have questions about this policy, contact us at support@stayhw.com or 310-935-1735.