Refund and Returns Policy

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Overview

Refund and Cancellation Policy

At ComfortStayz, we understand that plans can change. Our cancellation policy is designed to provide flexibility for guests while allowing us to manage property availability fairly.

Cancellations by Guests

More than 14 days before check-in: Guests will receive a full refund of accommodation charges, less any non-refundable booking or payment processing fees.
7 to 14 days before check-in: Guests will receive a 50% refund of accommodation charges.
Less than 7 days before check-in: The booking is non-refundable.
No-shows or early departures: No refund will be provided for unused nights.

Changes to Booking Dates

Requests to change booking dates are subject to availability. Any difference in accommodation rates will apply. Date changes requested within 7 days of check-in may be treated as a cancellation and rebooking.

Cancellations by ComfortStayz

In the unlikely event that ComfortStayz needs to cancel a confirmed booking due to circumstances outside our reasonable control, we will offer either:

alternative accommodation of a similar standard, where available; or
a full refund of all amounts paid to ComfortStayz for the affected booking.

ComfortStayz will not be responsible for additional costs incurred by guests, such as flights, transport or other third-party bookings, except where required by law.

Security Deposits

Where a refundable security deposit is required, it will be returned after check-out provided the property has been left in reasonable condition and there is no damage, excessive cleaning, missing items or breach of the property rules.

Any deductions will be communicated to the guest.

Exceptional Circumstances

Refund requests relating to serious illness, emergencies, natural disasters or other exceptional circumstances may be considered on a case-by-case basis. Supporting documentation may be requested.

Refund Processing

Approved refunds will be returned to the original payment method. Processing times may vary depending on the payment provider or financial institution.

Australian Consumer Law

Nothing in this policy is intended to exclude or limit any rights or remedies available to guests under the Australian Consumer Law or any other applicable legislation.

By completing a booking with ComfortStayz, guests acknowledge and agree to this Refund and Cancellation Policy.