Document reference: MSL-POL-002 | Effective date: 14 July 2026

Cancellation and Refund Policy

1. About this Policy

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, and early-departure rules. MediStay does not apply one standard Accommodation cancellation policy to every Host.

2. Separate charges

Accommodation Charge

The Accommodation Charge is set by the Host. Refunds of the Accommodation Charge are governed by the Host Cancellation Policy accepted when the Booking was confirmed.

MediStay Booking Fee

Unless another amount is displayed before payment, MediStay charges a separate Booking Fee equal to 10% of the Accommodation Charge. The Booking Fee is charged for MediStay's platform and booking services.

Other charges

The Booking may also include cleaning fees, taxes, Host administration charges, optional extras, and security deposits. The Host is responsible for explaining whether these charges are refundable.

3. Host cancellation policies

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.

4. Customer cancellations

Where the Customer cancels: the Accommodation Charge refund will be calculated under the Host Cancellation Policy; Host charges will be treated under the Host Terms; security deposits will be treated under the Host's deposit terms; and the MediStay Booking Fee will not be refunded once the Booking has been confirmed and MediStay's booking service has been provided. The Booking Fee remains non-refundable even where the Host refunds all or part of the Accommodation Charge.

5. Refundable Booking Fee circumstances

The MediStay Booking Fee will be refunded where the Host rejects the Booking, the Booking is not successfully confirmed, the Host cancels the Booking, the Host cannot provide the Accommodation, MediStay cancels without fault on the Customer's part, the Booking fails because of a MediStay error, a duplicate or incorrect Booking Fee is collected, MediStay fails to provide its booking service, replacement Accommodation is rejected following a Host cancellation, or a refund is required by law.

6. How to cancel

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 becomes effective when it is received through the required process.

7. Amendments

Requests to change dates, Guests or Accommodation are subject to Host approval, availability, the Host Terms, the Host Cancellation Policy, price differences, and any disclosed amendment charge. A significant amendment may be treated as cancellation of the original Booking and creation of a new Booking.

8. Medical appointment changes

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. The MediStay Booking Fee remains non-refundable following a Customer cancellation caused by changes to medical arrangements.

9. No-shows and unused nights

Refunds for failure to arrive, late arrival, early departure, unused nights, early hospital discharge, or hospital admission during the stay are governed by the Host Cancellation Policy. The MediStay Booking Fee is not refundable.

10. Host cancellation

Where the Host cancels or cannot provide the Accommodation, the Host is responsible for refunding the Accommodation Charge, Host fees for services not provided, unused Host extras, and Host-held security deposits. MediStay will refund the 10% Booking Fee where the Booking does not proceed and the Customer does not accept replacement Accommodation.

11. Security deposits

Security deposits are controlled by the Host unless otherwise stated. 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.

12. Refund processing

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.

13. Disputing a refund

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.

14. Legal rights

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.

Contact details

MediStay Ltd, 64 Claughton Street, St Helens, England, WA10 1SN
Email: info@medistayuk.com | Website: www.medistayuk.com | Company No. 12931955