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Cancellation Policies


Cozystay’s hosts are required to choose between three standardized cancellation policies which protect both guests and hosts. The long-term cancellation policy automatically applies to reservations of 180 nights or more. Each listing and reservation on Cozystay clearly states the cancellation policy. Guests are strongly advised to review these policies when making reservations and cancellations.

 

Flexible:

• Cancellation more than 24 hours prior to scheduled check-in: full refund

• Cancellation within 24 hours of scheduled check-in: 50% of the accommodation fee for the first night, 100% of any unused nights, and 100% of the security deposit are refundable

 

Considerate:

• Cancellation more than 5 days prior to scheduled check-in: full refund

• Cancellation within 5 days of but more than 24 hours before scheduled check-in: 50% of the accommodation fee for the first night, 100% of any unused nights, and 100% of the security deposit are refundable

 

Firm:

• Cancellation more than 7 days prior to scheduled check-in: full refund

• Cancellation within 7 days of scheduled check-in: accommodation fee for all nights are non-refundable; 100% of the security deposit is refundable

 

Long-term:

• Cancellation more than 30 days prior to scheduled check-in: full refund

• Cancellation within 30 days of scheduled check-in: 50% of the accommodation fee and 100% of the security deposit are refundable

• Cancelation after scheduled check-in: guest(s) required to pay for 30 days following the cancellation date, or up to the end date of guest’s original reservation if there is less than 30 days remaining of the original reservation.

• This cancellation policy automatically applies to reservations of 180 nights or more.


*All service fees payable to Cozystay are non-refundable.

 

 

Cancellation, Refund and Reimbursement Policy

 

In this policy, the term “you” may mean a guest or a host, when applicable. The term “you” does not include the party controlling the website you are accessing.

 

Unless otherwise specified, the entity controlling this site you are accessing is referred to herein as “Cozystay,” “we,” “us,” or “our.”

 

The following terms and conditions shall govern the cancellation and refund policy applicable to guests and hosts who are registered users of Cozystay.com and who book, pay, and/or receive payments through the Cozystay platform.

 

By agreeing to become a registered user of Cozystay.com, you agree to accept and be bound by the following terms and conditions:

 

Refund Policies for Guests

 

1. If you are a registered user of Cozystay.com, and you have booked and paid for an accommodation through the Cozystay platform, in the event that:

a) The description of the accommodation booked by you, provided by the host of the accommodation, contains material misrepresentations or misstatements regarding any one of the following:

i. The size of the accommodation;

ii. The location of the accommodation;

iii. The number of rooms and amenities available to the guest;

iv. The general cleanliness or sanitation of the accommodation; or

b) The host of the accommodation you have booked cancels a reservation within 72 hours before the scheduled start of your reservation; or

c) The host of the accommodation you have booked fails to provide you with the reasonable ability to access the accommodation; and

d) You have complied with the procedures as set out below in Paragraph 2,

e) Cozystay, in its sole discretion, agrees to either reimbursement you up to the amount paid by you through Cozystay.com, as determined by Cozystay’s sole discretion, or Cozystay will use reasonable efforts to find and book you another accommodation for any unused nights left in your reservation which, in Cozystay’s view, is of reasonably comparable in terms of location, size, rooms, amenities, and quality to the your original reservation. Cozystay’s determination under this paragraph 1 shall be final and binding on you and applicable host(s).

 

2. If a guest encounters a situation listed in paragraph 1, the guest shall, within 24 hours after the start of your reservation:

a) Use reasonable efforts to remedy the problem with the host before making a claim to Cozystay;

b) Report to Cozystay via telephone, email, or other means as permitted by Cozystay, the circumstances of the problem;

c) At the request of Cozystay, submit further proof or evidence, such as photographs; and

d) Otherwise cooperate with Cozystay in remedying the problem.

 

3. If it is determined by Cozystay’s sole discretion that the problem(s) as set out in paragraph 1 was caused by the guest, then there shall be no remedy and no refund to the guest, unless Cozystay otherwise expressly agrees in writing.

 

4. If the guest failed to comply with the procedures as set out in paragraph 2, then there shall be no remedy and no refund to the guest, except Cozystay otherwise expressly agrees in writing.

 

5. Prior to confirming a reservation, the guest will be informed of the cancellation policy chosen by the host, which shall be 1 of the following 4 cancellation policies:

 

a) Adjustable: Full refund of the accommodation fee and security deposit, if applicable, if the guest cancels the reservation at least 24 hours prior to the scheduled check-in. In the event that the reservation is cancelled prior to the scheduled check-in but within 24 hours before the scheduled check-in, then 50% of the accommodation fee for the first night and 100% of any unused nights are refundable, and 100% of any security deposit, where applicable. The service fee payable to Cozystay is non-refundable;

b) Considerate: Full refund of the accommodation fee and security deposit, if applicable, if the guest cancels the reservation at least 5 days prior to the scheduled check-in. in the event that the reservation is cancelled within 5 days but at least 24 hours before the scheduled check-in, then 50% of the accommodation fee for the first night and 100% of any unused nights are refundable, and 100% of any security deposit, where applicable. The service fee payable to Cozystay is non-refundable;

c) Firm: Full refund of the accommodation fee and security deposit, if applicable, if the guest cancels the reservation at least 7 days prior to the scheduled check-in. If the guest cancels the reservation within 7 days prior to the scheduled check-in or after the scheduled check-in, then the accommodation fee for all the nights is non-refundable and the security deposit will be refunded to the guest. The service fee payable to Cozystay is non-refundable.

d) Long-Term: Full refund of the accommodation fee and security deposit, if applicable, if the guest cancels the reservation at least 30 days prior to the scheduled check-in. If the guest cancels within 30 days but prior to the scheduled check-in, then 50% of the accommodation fee and 100% of the security deposit is refundable. If the reservation is cancelled after the guest’s scheduled check-in, the guest is required to pay the host for the 30 days following the cancellation date, or up to the end date of the guest’s original reservation, if the remaining days of the original reservation is less than 30 days. In any event, Cozystay service fees are non-refundable. If you make a reservation of 180 nights or more, this cancellation policy will automatically apply to you.

e) By clicking the “I Agree” button on the reservation page and confirming the reservation, the guest acknowledges and agrees to abide by the cancellation policy which the host had chosen.

 

6. If your credit card payment is declined and Cozystay incurred costs or expenses as a result, you shall reimburse Cozystay for any amount of costs or expenses incurred by Cozystay, forthwith upon Cozystay’s demand.

 

Reimbursement Policies for Hosts

 

7. If you are a host, you acknowledge and agree that you are responsible for ensuring the accommodation you list on Cozystay is reasonably clean, safe, and free of the problems listed in paragraph 1.

 

8. In the event that an issue under paragraph 1 arose, upon being informed by the guest, the host shall, through himself/herself or any authorized agent, resolve the issue with the guest in a reasonable and amicable manner.

 

9. In the event that the guest and the host could not resolve the issue, then the host agrees to abide by any final determinations and arrangements made by Cozystay.

 

10. In the event that Cozystay reimburses or otherwise compensates the guest in accordance with paragraph 1, then you agree to reimburse Cozystay within 30 days of Cozystay’s request, reimburse Cozystay up to the amount paid to the guest by Cozystay, plus any additional amount for the r reasonable expenses that Cozystay incurred in assisting the guest’s relocation

 

11. If you are a host, in the event that a you have failed to comply with paragraphs 7, 8, 9, or 10, you agree that Cozystay shall have the right to:

a) Deduct any applicable amount from the payment due to you from Cozystay;

b) Cancel some or all of your bookings listed on Cozystay;

c) Lower the ranking of your listings on Cozystay;

d) Suspend or otherwise impose restriction on your user account; and

e) Impose additional payment obligations on you for additional administrative and/or legal expenses incurred as a result of your negligence or breach of this policy.

 

Appeal Process

 

12.In the event that a host or guest wishes to appeal a determination made by Cozystay pursuant to this policy, the party shall notify Cozystay via telephone, email, or other means as permitted by Cozystay from time to time within 3 days of the decision. The party requesting appeal shall provide reasons and evidence in support of their claim. Cozystay shall review the merit of the claim and issue a final decision regarding the matter no later than 30 days after receipt of the party’s appeal notification.

 

13.You, whether you are a host or a guest, acknowledge and agree that a decision made under paragraph 11 of this policy is final and binding on all the applicable parties.

 

Entire Agreement

 

14. Subject to Cozystay’s right to amend this policy from time to time, this policy shall constitute the entire agreement between Cozystay and you regarding the applicable subject matter.

 

No Assignment

 

15. The benefits that you are entitled to under this policy shall not be assigned to any other person or entities.

 

Time is of Essence

 

16. Time is of the essence under this policy.

 

Further Assurances

 

17. All parties subject to this policy will at all times and from time to time and upon reasonable request do, execute, and deliver all further assurances, acts, and documents for the purposes of evidencing and giving full force and effect to this policy.

 

Termination

 

18. Cozystay reserves the right to unilaterally terminate this policy upon reasonable notice without your consent.

 

Modification

 

19. Cozystay reserves the right to unilaterally modify this policy without your consent. In such an event, you will be governed by the version of this policy applicable at the time you agreed to become a Cozystay user.

 

Governing Law

 

20. All parties governed by this policy acknowledge and agree that matters subject to this policy shall be governed by the laws of the Province of British Columbia, Canada.

 

LIMITATION OF LIABILITY

 

21. TO THE EXTENT PERMITTED BY LAW, THE AGGREGATE LIABILITY OF COZYSTAY UNDER THIS POLICY SHALL IN NO EVENT EXCEED THE TOTAL AMOUNT OF THE ACCOMODATION FEES COLLECTED BY COZYSTAY FROM THE GUEST IN ASSOCIATION WITH YOUR LISTING OR RESERVATION VIA COSYSTAY.COM.

 

22. ALL PARTIES ACKNOWLEDGE AND AGREE THAT COZYSTAY SHALL NOT BE LIABLE FOR ANY DAMAGES OR COSTS IN ASSOCIATION OR AROSE FROM A TRANSACTION OR ARRANGEMENT NEGOTIATED PRIVATELY BETWEEN A HOST AND A GUEST (MEANING WITHOUT COZYSTAY’S KNOWLEDGE OR PAYMENT OF WHICH IS WITHOUT USING COZYSTAY’S PAYMENT SYSTEM), EVEN IF THE GUEST OR THE HOST, OR BOTH, ARE CURRENT REGISTERED USERS OF COZYSTAY.COM.

 

23. INDEPENDENT LEGAL ADVICE RECOMMENDED


24. BY ACCEPTING THIS POLICY AND AGREEING TO BECOME A COSYSTAY.COM USER, YOU REPRESENT AND WARRANT THAT YOU HAVE EITHER REVIEWED THIS POLICY WITH COUNSEL PRIOR TO AGREEING TO BECOME A COZYSTAY.COM USER OR YOU HAVE DECIDED NOT TO HAVE THIS POLICY REVIEWED BY YOUR COUNSEL DESPITE COZYSTAY’S EXPRESS RECOMMENDATION TO THE CONTRARY. NO PARTY SHALL DENY THE VALIDTY AND ENFORCEABILITY OF THIS POLICY ON THE GROUND OF LACKING INDEPENDENT LEGAL ADVI24. BY ACCEPTING THIS POLICY AND AGREEING TO BECOME A COSYSTAY.COM USER, YOU REPRESENT AND WARRANT THAT YOU HAVE EITHER REVIEWED THIS POLICY WITH COUNSEL PRIOR TO AGREEING TO BECOME A COZYSTAY.COM USER OR YOU HAVE DECIDED NOT TO HAVE THIS POLICY REVIEWED BY YOUR COUNSEL DESPITE COZYSTAY’S EXPRESS RECOMMENDATION TO THE CONTRARY. NO PARTY SHALL DENY THE VALIDTY AND ENFORCEABILITY OF THIS POLICY ON THE GROUND OF LACKING INDEPENDENT LEGAL ADVICE.