BOOKING & CANCELLATION POLICY
Effective Date: 22 February 2026
1. PURPOSE
This Booking & Cancellation Policy governs accommodation bookings made through the Staypalm website or mobile application. By making a booking, you agree to this Policy in addition to the Staypalm Terms of Use.
2. BOOKING CONFIRMATION
A booking is confirmed only once: • Payment has been successfully processed; and • Written confirmation has been issued via email or the Staypalm platform. Staypalm reserves the right to decline bookings where fraud, pricing errors, or availability issues arise.
3. MANUAL BOOKINGS
Where Guests contact Hosts directly via telephone or WhatsApp and complete a booking outside the Staypalm platform: • Staypalm is not responsible for payment processing; • Staypalm is not responsible for disputes or cancellations; • Staypalm protections and dispute resolution mechanisms may not apply.
4. STANDARD CANCELLATION POLICY
Each Host determines their own cancellation terms, which are displayed on the property listing. Unless otherwise stated in the listing: • Cancellations made 7 days or more before check-in may qualify for a partial or full refund. • Cancellations made less than 7 days before check-in may result in partial or no refund. Refund eligibility depends on the Host’s specific policy.
5. SAME-DAY CANCELLATIONS
Cancellations made on the check-in date may not be eligible for a refund unless required by applicable law or agreed to by the Host.
6. NO-SHOW POLICY
If a Guest fails to arrive without prior cancellation ("no-show"), the booking may be treated as cancelled with no refund.
7. FORCE MAJEURE
Neither Staypalm nor Hosts shall be liable for cancellations caused by events beyond reasonable control, including natural disasters, government restrictions, civil unrest, or public health emergencies. Refund decisions in such cases will be handled in good faith and subject to applicable law.
8. REFUND PROCESSING
Approved refunds will be processed via the original payment method. Processing times may vary depending on banking institutions or payment providers. Service fees may be non-refundable unless required by law.
9. HOST CANCELLATIONS
If a Host cancels a confirmed booking: • The Guest will receive a full refund of amounts paid through the Platform; • Staypalm may assist the Guest in finding alternative accommodation; • Repeated Host cancellations may result in account suspension.
10. MODIFICATIONS
Booking date changes or modifications are subject to Host approval and availability. Price differences may apply.
11. DISPUTE RESOLUTION
Guests and Hosts are encouraged to resolve disputes amicably. Where bookings were processed through Staypalm, the Platform may facilitate communication but does not guarantee outcomes.
12. GOVERNING LAW
This Policy is governed by the laws of the Republic of South Africa.
13. CONTACT INFORMATION
Staypalm (Pty) Ltd Registration Number: 2025 / 773342 / 07
40 Cook Street Goodwood, 7460 South Africa
Email: support@staypalmtree.co.za
Phone: +27 71 962 4898