Document reference: MSL-POL-003 | Effective date: 14 July 2026

Booking Disputes and Mediation Policy

1. Purpose of this Policy

This Policy explains how Customers and Hosts raise and respond to disputes relating to Bookings made through MediStay®. A Customer must open the relevant Booking and click the Raise a Dispute button. MediStay Ltd will then investigate the matter, review the evidence submitted by both parties and provide a written outcome as the platform mediator.

2. Matters that may be disputed

A dispute may concern a cancellation decision, a refund calculation, a no-show decision, an Accommodation Charge, a security deposit deduction, a Host cancellation, an Accommodation issue, misleading listing information, failure to provide the Accommodation, property damage, an unauthorised charge, or another Booking-related matter.

3. How a Customer raises a dispute

The Customer must: log into their MediStay® account; open the relevant Booking; click the Raise a Dispute button; explain what has happened; state the outcome requested; and upload any supporting evidence including relevant dates and times, copies of messages, photographs or videos, receipts or invoices, and payment evidence.

4. Host response

The Host will be notified when a dispute is raised and will be given a reasonable opportunity to respond. The Host may be asked to provide its written response, the Host Terms, the Host Cancellation Policy, Booking records, payment information, check-in records, messages, photographs, invoices, and damage evidence.

5. MediStay investigation

MediStay Ltd will investigate the dispute by reviewing the Customer's and Host's evidence, examining the listing, Booking Confirmation, and payment records, reviewing messages sent through the platform, and considering applicable consumer law. MediStay will consider the terms accepted when the Booking was made, the Host Cancellation Policy, the evidence provided, and the parties' conduct.

6. MediStay's role

MediStay acts as the platform mediator and will aim to provide a fair and reasonable outcome based on the evidence available. MediStay is not acting as a court, tribunal, solicitor, ombudsman, or formal arbitrator.

7. Possible outcomes

Following its investigation, MediStay may provide an outcome including no further action, a full or partial refund, correction of a refund calculation, release or return of a security deposit, rejection of the claim, correction of an incorrect charge, account credit, a request for additional evidence, amendment or removal of a listing, a warning, suspension of an account, removal of a Host from the platform, or another fair and reasonable platform-level resolution.

8. Implementing the outcome

Where MediStay holds or controls the relevant funds, MediStay may implement the outcome by issuing a refund, adjusting a payment, releasing funds, withholding a Host payment, or correcting a payment error. Where the relevant funds are held directly by the Host, MediStay will communicate the outcome to the Host and Customer.

9. Cooperation

Customers and Hosts must provide accurate information, preserve relevant evidence, respond within stated timeframes, communicate respectfully, and avoid altering or fabricating evidence. MediStay may determine or close a dispute based on the available evidence where either party does not respond, refuses to provide reasonably requested information, or provides false or misleading information.

10. Timescales

A dispute should be raised as soon as reasonably possible and normally within 30 calendar days of the disputed event. MediStay will aim to acknowledge the dispute within five working days and provide an outcome within 20 working days. Complex investigations may take longer.

11. Effect of the outcome

MediStay's platform-level outcome does not prevent either party from obtaining independent legal advice, contacting a consumer protection organisation, contacting a payment provider, using an applicable alternative dispute resolution service, contacting a regulator, or starting legal proceedings.

12. Chargebacks

Customers should use the Raise a Dispute process before initiating a chargeback where reasonably possible. This does not remove a Customer's lawful right to contact their bank or payment provider.

13. Data protection

Information submitted as part of a dispute may be shared between the Customer and Host where necessary to investigate the matter fairly. MediStay may redact information where disclosure would be unnecessary, unsafe or unlawful.

Contact details

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