MediStay®

MediStay® connects Customers with independent accommodation Hosts.

Each Host is responsible for setting its own:

• cancellation deadlines;
• refund percentages;
• refundable and non-refundable rates;
• amendment conditions;
• no-show rules;
• early-departure rules; and
• exceptional-circumstances policy.

MediStay does not apply one standard Accommodation cancellation policy to every Host.

Accommodation Charge

The Accommodation Charge is set by the Host. MediStay does not increase that charge to recover its Host Platform Fee. Refunds of the Accommodation Charge are governed by the Host Cancellation Policy accepted when the Booking was confirmed.

Booking Subtotal

MediStay Host Platform Fee

MediStay charges the Host a Platform Fee equal to 10% of the Booking Subtotal for each confirmed Booking. MediStay deducts the fee from the Host's booking proceeds. It is not added to the Customer's price.

• the Host sets its own advertised Accommodation Charge;
• the Customer pays no MediStay booking, service or platform fee;
• the Host Platform Fee is deducted from the Host's booking proceeds;
• Hosts pay no monthly subscription or upfront listing fee; and
• unless otherwise expressly agreed before the Booking, MediStay bears payment-provider processing costs within the 10% Host Platform Fee.

Compulsory Host charges that can reasonably be calculated will be included in the total price shown to the Customer before the Booking is confirmed. Optional extras, refundable security deposits and separately collected taxes will be identified separately. Their exclusion from the Platform Fee calculation does not permit a compulsory amount payable by the Customer to be omitted from the total price.

The applicable Host Cancellation Policy will be displayed before the Customer confirms payment.

The Host Cancellation Policy must identify:

• cancellation deadlines;
• refund percentages;
• non-refundable rates;
• no-show conditions;
• amendment conditions; and
• early-departure conditions.

A Host may, for example, use the following structure:

This is an example only. It applies only where the relevant Host has selected and displayed this policy for the Booking.

Where the Customer cancels:

1. the Host Cancellation Policy determines the part of the Booking Subtotal the Host may retain;
2. compulsory Host charges are treated under the Host Terms and Host Cancellation Policy;
3. genuinely refundable security deposits are treated under the Host's deposit terms and remain outside the Booking Subtotal; and
4. the Customer pays no separate MediStay booking, service or platform fee.

The Host Platform Fee remains payable at 10% of the part of the Booking Subtotal the Host is entitled to retain. If the Host must refund all of the Booking Subtotal, the Host Platform Fee is reversed in full. If the Host must refund part of it, the Host Platform Fee is reduced by 10% of the refunded part.

The Host Platform Fee is calculated on the part of the Booking Subtotal the Host is finally entitled to retain.

• no Host Platform Fee is payable where the Host rejects the Booking or the Booking is not successfully confirmed;
• the Host Platform Fee is reversed in full where the Booking Subtotal is refunded in full following a Host cancellation, inability to provide the Accommodation, MediStay error, accepted dispute outcome or legal requirement;
• the Host Platform Fee is reversed pro rata where only part of the Booking Subtotal is refunded;
• the Host Platform Fee remains payable at 10% of any part of the Booking Subtotal the Host is entitled to retain following a Customer cancellation, no-show or early departure;
• the Host Platform Fee is recalculated on the revised Booking Subtotal where a Booking is shortened, extended or otherwise amended; and
• a discount or refund funded solely by MediStay, without reducing the amount the Host is entitled to retain, does not reduce the Host Platform Fee unless MediStay expressly states otherwise.

The Customer must use the cancellation process shown in the Booking Confirmation. This may include:

• opening the Booking;
• clicking Cancel Booking;
• contacting the Host; or
• contacting MediStay.

The cancellation request should include:

• the Customer's name;
• the Booking reference;
• the Accommodation;
• the Booking dates; and
• a clear request to cancel.

The cancellation becomes effective when it is received through the required process.

Requests to change dates, Guests or Accommodation are subject to:

• Host approval;
• availability;
• the Host Terms;
• the Host Cancellation Policy;
• any change in the Booking Subtotal; and
• any Host amendment charge clearly disclosed before the original Booking was confirmed.

MediStay does not charge the Customer a separate amendment fee unless the Customer expressly purchases an optional MediStay service. The Host Platform Fee will be recalculated at 10% of the revised Booking Subtotal. A shortening or partial refund reduces the fee pro rata; an extension increases it in line with the additional Booking Subtotal.

A significant amendment may be treated as cancellation of the original Booking and creation of a new Booking, in which case the fee treatment for each Booking will be shown separately.

A hospital appointment, treatment, procedure or admission being cancelled, postponed, brought forward, delayed or changed does not automatically cancel the Accommodation Booking.

The Host Cancellation Policy continues to apply.

MediStay may ask the Host to consider alternative dates, a credit, a partial refund or a compassionate exception. The Host decides whether to agree unless required by its terms or applicable law.

A change to medical arrangements does not create a Guest fee payable to MediStay. If the Customer cancels, the Host Cancellation Policy determines the part of the Booking Subtotal the Host may retain, and the Host Platform Fee is 10% of that retained amount.

Refunds for the following are governed by the Host Cancellation Policy:

• failure to arrive;
• late arrival;
• early departure;
• unused nights;
• early hospital discharge; or
• hospital admission during the stay.

For a no-show, late arrival, early departure, unused night, early hospital discharge or hospital admission during the stay, the Host Platform Fee remains 10% of any part of the Booking Subtotal the Host is entitled to retain and is reduced pro rata for any part refunded.

Where the Host cancels or cannot provide the Accommodation, the Host is responsible for refunding or authorising the refund of:

• the Accommodation Charge;
• Host fees for services not provided;
• unused Host extras; and
• Host-held security deposits.

Where the Host cancels or cannot provide the Accommodation and the Booking does not proceed, the Customer will receive the refund required by the Host Terms and applicable law. If the Booking Subtotal is refunded in full, the Host Platform Fee is reversed in full. If the Customer accepts replacement Accommodation, the Host Platform Fee is recalculated on the Booking Subtotal for the replacement Booking.

Security deposits are controlled by the Host unless otherwise stated. A genuinely refundable security deposit is excluded from the Booking Subtotal and is not subject to the Host Platform Fee. The Host is responsible for explaining any deduction and providing reasonable evidence.

A disputed deduction may be raised by clicking the Raise a Dispute button within the relevant Booking.

Where MediStay collected the Accommodation Charge on the Host's behalf, MediStay may process a refund:

• under the Host Cancellation Policy;
• following Host authorisation;
• following a MediStay dispute outcome;
• to correct a payment error; or
• where required by law.

Approved refunds will normally be returned to the original payment method. Banking and payment-provider processing times may apply.

A full refund of the Booking Subtotal results in a full reversal of the Host Platform Fee. A partial refund results in a pro-rata reversal equal to 10% of the refunded part of the Booking Subtotal. MediStay may adjust, withhold or recover the corresponding Host Payout as permitted by the Host Terms.

While a payment dispute or chargeback is being investigated, MediStay may withhold the affected Host Payout. If the chargeback is upheld in full or in part, the Host Platform Fee is recalculated on the part of the Booking Subtotal the Host finally remains entitled to retain. Any payment-provider or chargeback cost allocated to the Host must be separately and clearly stated in the Host Terms and must not be described or added as a MediStay fee payable by the Customer.

Where the Customer disagrees with a refund or cancellation decision, the Customer must open the relevant Booking and click the Raise a Dispute button.

MediStay Ltd will investigate the matter under the separate MediStay® Booking Disputes and Mediation Policy.

Nothing in this Policy excludes rights that cannot legally be excluded.

Hosts cannot rely on unlawful or unfair cancellation terms. MediStay cannot exclude responsibility for its own errors, misleading statements or failure to provide its booking service with reasonable care and skill.