Cancellation policy

This Cancellation Policy applies to direct bookings made with Minara Stays Ltd. Please read it carefully before completing your booking.

1. How to cancel

1.1 Cancellation requests must be sent in writing to: minarastays1@gmail.com

1.2 A cancellation takes effect when we receive the written request. We will confirm receipt by email.

1.3 The person making the booking is responsible for ensuring that the cancellation request includes the booking name, reservation reference and dates of stay.

2. Standard cancellation terms

Unless a different cancellation policy was clearly displayed and accepted during booking, the following standard policy applies:

Cancellation at least 14 clear days before check-in:
A full refund of the accommodation price will be provided.

Cancellation between 7 and 13 clear days before check-in:
A refund of 50% of the accommodation price will be provided.

Cancellation fewer than 7 clear days before check-in:
No automatic refund will be due, subject to clause 5 below concerning replacement bookings and the reasonable reduction of losses.

Cancellation after check-in:
No automatic refund will be due for unused nights, subject to the Guest's statutory rights and any failure by Minara Stays Ltd to provide the booked accommodation.

3. Cleaning fees and additional charges

3.1 A separately identified cleaning fee will normally be refunded where the booking is cancelled before check-in and the cleaning service has not been incurred.

3.2 Charges for optional services that have not been supplied will normally be refunded.

3.3 Payment-processing fees or other third-party charges that cannot reasonably be recovered may be deducted from a refund where legally permitted and clearly applicable.

4. Non-refundable rates

4.1 Where a booking rate is clearly described as non-refundable before payment, no automatic refund will be due if the Guest cancels.

4.2 A non-refundable rate will apply only where it was clearly displayed and expressly selected during the booking process.

4.3 We will not use a non-refundable rate to remove any statutory right or remedy that cannot legally be excluded.

5. Replacement bookings and reduction of losses

5.1 We will take reasonable steps to reduce losses caused by a cancellation, including attempting to rebook the cancelled dates where reasonably practicable.

5.2 If some or all of the cancelled dates are successfully rebooked, we may provide an additional refund reflecting the net amount recovered.

5.3 When calculating an additional refund, we may deduct:

a. any refund already provided;
b. any reduction in price required to secure the replacement booking;
c. payment-processing charges that cannot be recovered;
d. booking-platform charges;
e. reasonable remarketing or administrative costs directly caused by the cancellation.

5.4 Minara Stays Ltd will not retain more than the reasonable loss caused by the cancellation or recover twice for the same loss.

6. Failure to arrive

6.1 If the Guest does not arrive on the scheduled check-in date and has not agreed alternative arrangements with us, the booking may be treated as a no-show.

6.2 No automatic refund will be due for a no-show or unused nights, subject to clause 5 and the Guest's statutory rights.

6.3 Guests who expect to arrive late must contact us so that access arrangements can be confirmed.

7. Requests to change dates

7.1 A request to change booking dates is not a cancellation or amendment unless accepted by Minara Stays Ltd in writing.

7.2 Date changes are subject to availability and the price applicable to the replacement dates.

7.3 If the replacement dates cost more, the Booker must pay the difference.

7.4 Where replacement dates cost less, any refund will depend on the cancellation terms applying to the original dates and any reasonable loss caused by the change.

8. Illness, travel disruption and personal circumstances

8.1 Illness, transport cancellation, travel disruption, visa problems, weather and changes in personal circumstances do not automatically create a right to a refund outside this policy.

8.2 Guests are encouraged to obtain suitable travel and cancellation insurance.

8.3 We may consider exceptional circumstances on a discretionary basis, but doing so for one booking does not require us to make the same decision for another booking.

9. Cancellation or material change by Minara Stays Ltd

9.1 We may need to cancel or materially change a booking if the Property becomes unavailable or unsuitable because of serious damage, an urgent safety concern, emergency repairs, utility failure, legal restrictions or circumstances outside our reasonable control.

9.2 Where cancellation was not caused by the Guest, we will offer, where reasonably possible:

a. suitable alternative accommodation; or
b. a refund for the accommodation that we are unable to provide.

9.3 The Guest does not have to accept substitute accommodation.

9.4 Nothing in this policy limits any statutory consumer remedy.

10. Refund processing

10.1 Where a refund is due, it will normally be returned to the original payment method.

10.2 We will normally initiate an agreed refund within 14 days after the amount has been confirmed.

10.3 The time taken for the money to appear in the Guest's account may depend on Stripe, the card provider or the Guest's bank.

11. Specific-date accommodation

Accommodation booked for specified dates does not normally carry the general statutory 14-day cooling-off right. The cancellation policy displayed and accepted before payment therefore applies, subject always to mandatory consumer rights.

12. Contact details

Minara Stays Ltd
Company number: 17278540
Registered office: 6 Salcombe Road, Bristol, England, BS4 1AH
Email: minarastays1@gmail.com
Telephone: 07507 063550
Website: www.minarastays.co.uk