Cancellation Policy

1. How does the cancellation policy work?

The Host will choose one of the cancellation policies below: Flexi, Medium, Firm or Super Strict. These are transparent policies to keep things simple and avoid confusion for both the guest and the host. The Cancellation Policy chosen is clearly shown in the details for each property as well as the booking payment page.

2. What should I do to cancel a booking?

All cancellations must be made through StopSleepGo Customer Support. A cancellation made directly with a Host will not be recognized and you will still be charged the full rate for your booking. Cancellations must be made in writing, be sent from the guest's registered email address associated with the booking, and include the booking code. After you have requested a booking be cancelled you will be sent a confirmation email from StopSleepGo. If you do not receive the email please contact Customer Support as it is required to show that your cancellation was successful.

3. If the guest cancels, how is the amount of the refund determined?

The amount of the refund will be dependent on the time of cancellation and the refund policy the host has stipulated. The refund will not include the standard administration and service fees of StopSleepGo, as well as a $30 USD refund charge.

Cancellation Policy: Flexi

If the booking is cancelled by the guest a minimum of 3 days before check-in (12 noon, local time) the amount refunded will be 100% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled within 3 days of the check-in date there will be no refund issued.

Cancellation Policy: Medium

Medium If the booking is cancelled by the guest a minimum of 14 days before check-in (12 noon, local time) the amount refunded will be 100% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled by the guest a minimum of 7 days before check-in (12 noon, local time) the amount refunded will be 50% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled within 7 days of the check-in date there will be no refund issued.

Cancellation Policy: Firm

If the booking is cancelled by the guest a minimum of 30 days before check-in (12 noon, local time) the amount refunded will be 50% of the booking amount minus the StopSleepGo service fees

If the booking is cancelled within 30 days of the check-in date there will be no refund issued.

Cancellation Policy: Super Strict

If the booking is cancelled by the guest a minimum of 60 days before check-in (12 noon, local time) the amount refunded will be 50% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled within 60 days of the check-in date there will be no refund issued.

Flexi Cancellation

Cancellation Policy: Flexi

If the booking is cancelled by the guest a minimum of 3 days before check-in (12 noon, local time) the amount refunded will be 100% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled within 3 days of the check-in date there will be no refund issued.

Medium Cancellation

Cancellation Policy: Medium

Medium If the booking is cancelled by the guest a minimum of 14 days before check-in (12 noon, local time) the amount refunded will be 100% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled by the guest a minimum of 7 days before check-in (12 noon, local time) the amount refunded will be 50% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled within 7 days of the check-in date there will be no refund issued.

Firm Cancellation

Cancellation Policy: Firm

If the booking is cancelled by the guest a minimum of 30 days before check-in (12 noon, local time) the amount refunded will be 50% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled within 30 days of the check-in date there will be no refund issued.

Super Strict Cancellation

Cancellation Policy: Super Strict

If the booking is cancelled by the guest a minimum of 60 days before check-in (12 noon, local time) the amount refunded will be 50% of the booking amount minus the StopSleepGo service fees.

If the booking is cancelled within 60 days of the check-in date there will be no refund issued.

4. What if the Host cancels a booking?

If the Host cancels a booking the guest will be refunded the full booking price, including the StopSleepGo service fees. Our Concierge Service will help the guest find alternate accommodation. The Host will be charged a service fee which will be deducted from future booking/s.

5. Can I cancel after I've checked-in?

If you have a complaint and wish to cancel a booking after check-in please contact the StopSleepGo customer support team to cancel. All complaints must be submitted within 24 hours of check-in. If you wish to cancel but have no complaint, or you fail to lodge a formal complaint within 24 hours of check-in, you will not receive a refund for your booking. You can reach us through email at support@stopsleepgo.com or you can call any of the numbers provided in our Contact Us page.

6. Special considerations around cancellation

In the case of an unforeseen disaster, such as war, or acts of terrorism, if it becomes impossible for the host to maintain their bookings during that time (and no similar accommodation is available as an alternative), or it becomes impossible for the guest to reach their destination for the above reasons, the guest will be refunded 75% of the booking price minus service fees and the host will receive 25%, minus service fees. In the event of a death in the immediate family less than 24 hours before check-in the guest will be refunded 75% of the booking price and the host will receive 25%. A death certificate is required in order to process this cancellation.

I want to cancel my booking how do I do it ?

If you want to cancel a booking you must send an email to support@stopsleepgo.com with the booking code. Even if you have informed the host, you must also email StopSleepGo or your cancellation will not be processed and you will be charged. We will send you an email confirming that we have received your request. Your cancellation is not official until you receive this email. Should you have any problems or do not receive the confirmation email please telephone our support desk at one of the numbers on this page http://www.stopsleepgo.com/Static/ContactUs.

We will take care of the cancellation details, inform all parties, and issue a refund in accordance with the cancellation policy. All refunds will be made within 30 days to the original credit card used for payment. All refunds are minus the standard StopSleepGo service and administration charges, and plus a $30 USD refund charge.

Is it possible to cancel if a guest has already checked in?

If you have checked in and have a serious complaint or problem with the property, contact us at support@stopsleepgo.com within 24 hours of check-in. StopSleepGo.com will cancel your booking and you will be eligible for a refund.

Should you make a complaint after 24 hours from check-in you will not receive a refund.

You must contact support@stopsleepgo.com within the 24-hour period.

My Host has cancelled what do I do?

You will receive a full refund should the host cancel, including all fees. We will search for alternative accommodation for you.

A 15% fine will be charged to the host and taken off the amount they will receive for a future booking.

All refunds will be made within 30 days to the original credit card used for payment.

Please see the Terms & Conditions and Booking Terms for full details of the StopSleepGo service fees.