Cancellation & Refund Policy

Reducing the number of Guests, rooms or nights after confirmation is treated as a partial cancellation.

Any refund for the reduced portion will be calculated using the cancellation policy applicable on the date the reduction request is received.

A reduction in Guest count does not guarantee a proportional refund where the booked accommodation price is fixed for the room/property or where the remaining occupancy does not change the applicable tariff.

Any increase in Guests, rooms or nights is subject to availability, occupancy limits, Property Rules and additional payment.

A Guest who does not arrive for a confirmed booking and has not validly cancelled it will be treated as a no-show and will not ordinarily be entitled to a refund.

Late arrival does not reduce the booking price. Guests should inform the Host or Freedo Stays if they expect to arrive substantially later than the stated check-in time.

If a Guest voluntarily checks out early or chooses not to use part of a confirmed stay, the unused portion is ordinarily non-refundable.

This does not affect a Guest's rights where early departure is reasonably caused by a material Property or safety issue covered under Section 9 below.

A Host should not cancel a confirmed booking except where reasonably necessary because of circumstances such as an emergency, serious safety issue, Property becoming unavailable, legal/regulatory restriction, or another circumstance that prevents the Host from honouring the booking.

If the Host cancels a confirmed booking before check-in, the Guest will be entitled to:

• A 100% refund of the amount paid through Freedo Stays for that booking; or
• Where the Guest prefers and availability permits, reasonable assistance from Freedo Stays in finding an alternative stay.

The Guest is not required to accept a materially different or more expensive alternative.

If an alternative costs more, any additional amount will be clearly communicated and will not be charged without the Guest's agreement.

A Host cannot ask a Guest to cancel on the Host’s behalf in order to avoid responsibility for a Host-initiated cancellation. Guests should contact Freedo Stays if this occurs.

If a Guest arrives with a valid confirmed booking and the Host cannot provide the booked accommodation because of overbooking, an operational failure or another issue attributable to the Property, the situation will be treated as a Host cancellation / booking failure, not a Guest cancellation.

Freedo Stays will reasonably assist with an alternative stay or an applicable refund.

This section does not apply where check-in is lawfully refused because the Guest:

• Fails to provide legally required identification;
• Materially exceeds the confirmed occupancy;
• Seriously violates clearly disclosed Property Rules;
• Presents a genuine safety or unlawful-activity concern; or
• Otherwise cannot legally be accommodated.

Any refund in such Guest-attributable circumstances will be determined under the applicable booking terms and law.

Trust and transparency are central to Freedo Stays. A Property should substantially correspond to the listing and confirmed booking.

A Guest should promptly notify the Host and Freedo Stays if there is a significant issue, such as:

• The booked accommodation is unavailable;
• The accommodation provided is materially different from what was confirmed;
• A key advertised and included amenity is unavailable;
• The Property is materially unsafe or unusable;
• The Property is not reasonably clean or habitable at check-in; or
• Another serious issue substantially affects the booked stay.

Where reasonably possible, the Host should first be given an opportunity to correct the issue.

Guests should report a material issue as soon as reasonably possible and preferably within 24 hours of discovering it, together with photographs, videos or other reasonable supporting information where appropriate.

Depending on the seriousness, duration, portion of the stay affected, corrective action offered and surrounding circumstances, Freedo Stays may facilitate:

• Correction of the issue;
• Relocation or an alternative stay;
• A proportionate partial refund; or
• A full refund where the issue is sufficiently serious that the booked stay cannot reasonably be provided.

Minor differences, personal preferences, temporary non-essential amenity interruptions, weather, seasonal vegetation or other matters that do not materially affect the stay do not automatically qualify for a refund.

Nothing in this section limits rights available under applicable law.

If a Guest is denied entry or required to leave because of a serious or repeated violation of applicable law, safety requirements or clearly communicated Property / Homestay Rules, the booking may be treated as Guest-attributable.

Examples may include serious misconduct, unlawful activity, dangerous behaviour, significant disturbance, material property damage, unauthorised parties, or exceeding occupancy despite warning.

In such cases, the Guest will not automatically be entitled to a refund for the unused stay.

This section will not be used to deny a legitimate refund merely because a Guest raised a genuine complaint or exercised a lawful consumer right.

Events outside the reasonable control of the Guest, Host or Freedo Stays may sometimes make a stay impossible, illegal or unsafe to complete. Examples may include:

• Government-imposed travel or evacuation restrictions;
• Declared natural disasters;
• Severe floods or landslides blocking reasonable access to the Property;
• Mandatory closure of the Property or destination;
• Declared public-health emergencies materially preventing the stay; or
• Other extraordinary events that directly prevent the booking from being fulfilled.

Ordinary rain, expected seasonal weather, personal travel-plan changes, transport delays, vehicle breakdowns, flight/train cancellations, illness or other individual circumstances do not automatically qualify as a major disruptive event unless the circumstances make performance of the booking impossible or another right applies under law.

Freedo Stays will assess qualifying cases reasonably based on the circumstances and available evidence. Depending on the situation, Guests may be offered rescheduling, credit, a partial refund or a full refund.

Nothing in this section overrides rights that cannot legally be excluded.

Additional food, meals, activities, transport, bonfires, extra beds or other services purchased and paid directly to the Host outside the confirmed Freedo Stays booking are not part of the Freedo Stays booking refund.

Cancellation or refund of those separately purchased services must generally be discussed directly with the Host.

Freedo Stays may assist with communication where appropriate but does not guarantee refunds for independent transactions that it did not collect or process.

A refundable security deposit, where applicable, is separate from the booking cancellation refund.

Deposits collected directly by a Host are handled by that Host and should be returned subject to legitimate deductions for damage, loss or unpaid agreed charges.

Cancellation of a booking does not permit an unrelated damage charge or deduction from a refundable deposit.

Where a booking uses a coupon, promotional discount or Freedo Stays credit, any refund will be based on the amount actually paid and the terms of that promotion or credit.

A Guest is not entitled to receive the undiscounted value of a booking as a cash refund.

Whether a coupon or promotional credit is restored after cancellation will depend on the terms under which it was issued.

Eligible refunds will ordinarily be initiated to the original payment method used for the Freedo Stays booking, unless another method is required or agreed.

Freedo Stays will aim to initiate an approved refund promptly. After initiation, the time taken for the amount to appear depends on the bank, UPI service, card network, payment gateway or other payment provider.

Bank/payment-provider processing time is outside Freedo Stays' direct control.

If a refund has been initiated but has not appeared after the payment provider's expected processing period, contact us and we will provide available transaction/reference information to assist with tracing it.

Where a payment gateway, convenience or similar fee is separately charged, whether that component is refundable will depend on whether it was actually returned by the relevant payment provider and on applicable law.

Any non-refundable fee must be disclosed before payment where required.

Freedo Stays will not deduct an undisclosed cancellation or processing fee from an otherwise eligible refund.

Making two bookings for the same or overlapping dates does not automatically make either booking refundable.

Guests should contact Freedo Stays immediately after discovering an accidental duplicate booking. We will reasonably review the circumstances and attempt to assist, but the applicable cancellation terms continue to apply unless an exception is confirmed.

Under no circumstances will a refund for a cancelled Freedo Stays booking exceed the amount actually received for that booking.

Refund eligibility does not include indirect expenses such as transportation, flight or train tickets, lost wages or other consequential costs, except where required by applicable law.

If there is a genuine payment or refund problem, Guests should contact Freedo Stays so we can attempt to resolve it promptly.

Nothing in this Policy prevents a Guest from raising a legitimate dispute with their bank/payment provider or exercising lawful consumer rights.

Fraudulent or knowingly false chargebacks may result in account restriction and recovery action where permitted by law.

Freedo Stays may request reasonable information needed to evaluate a cancellation or refund claim, including booking communications, photographs, videos, payment records or confirmation from the Host.

A request will not be rejected solely because a particular form of evidence is unavailable where the circumstances can reasonably be established in another way.

Freedo Stays may consult both the Guest and Host before deciding how the Policy applies to a disputed booking.

The cancellation terms shown and accepted before full payment and booking confirmation form part of your booking.

A Host or Freedo Stays will not retroactively impose a stricter cancellation condition after confirmation.

If this Policy is updated after your booking is confirmed, the cancellation terms applicable when your booking was confirmed will generally continue to govern that booking, unless a change is required by law or is more favourable and expressly applied to you.

For cancellations, refunds or booking issues, contact Freedo Stays:

Please include your booking reference and the mobile number/email used for the booking so we can identify the reservation.