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Cancellation and Refund Policy

Effective date: 23 September 2026 · Last updated: 23 September 2026

This Cancellation and Refund Policy forms part of the Sta.Res Terms and Conditions and applies to all accommodation applications, bookings and payments made through the Sta.Res platform.

Sta.Res does not currently process payments inside the app (see the Payments section of the Terms of Service). Sections 1 and 9 below apply now, since they cover cancelling before payment and the accommodation provider's own terms. The remaining sections, which describe how Sta.Res itself handles refunds and payment-related issues, take effect once in-app payment processing is introduced.
1. Cancellation before payment 2. Cancellation after payment 3. Refunds 4. Accommodation provider cancellation 5. Non-refundable fees 6. Duplicate payments 7. Failed payments 8. Refund processing 9. Accommodation provider terms 10. Account cancellation 11. Unauthorised transactions 12. Cancellation and refund requests 13. Changes to this policy

1. Cancellation before payment

Users may cancel an accommodation enquiry or application before making any payment without incurring a cancellation fee from Sta.Res.

Any cancellation requirements imposed by an accommodation provider will apply where the user has entered into an agreement with that provider.

2. Cancellation after payment

Once a payment has been successfully made through Sta.Res, cancellation and refund eligibility will depend on the nature of the payment, the applicable accommodation provider's terms, the stage of the booking or application, and applicable South African law.

The applicable cancellation conditions will be communicated to the user before payment where applicable.

3. Refunds

Where a user is entitled to a refund, Sta.Res will process the applicable refund through the payment system used for the original transaction.

Refunds may be issued in full or in part depending on the circumstances and the applicable cancellation terms.

A refund will not exceed the amount originally paid for the relevant transaction.

4. Accommodation provider cancellation

If an accommodation provider cancels an accommodation booking or is unable to provide the accommodation after payment has been made, Sta.Res will assist the user in accordance with the applicable accommodation provider's terms and applicable law.

Where a refund is due, Sta.Res will process the applicable refund.

5. Non-refundable fees

Certain fees may be identified as non-refundable before a payment is completed.

Where a fee is non-refundable, this will be clearly communicated to the user before payment.

Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted.

6. Duplicate payments

If a user is charged more than once for the same transaction due to a technical or processing error, the user should contact Sta.Res Support.

After verification, Sta.Res will investigate the duplicate transaction and, where appropriate, process a refund for the duplicate payment.

7. Failed payments

A payment that has not been successfully completed will not be considered a completed payment.

If a user's account has been debited despite a payment appearing unsuccessful, the user should contact Sta.Res Support with the relevant transaction details so that the matter can be investigated.

8. Refund processing

Once a refund has been approved, Sta.Res will initiate the refund through the applicable payment system.

The time required for the refund to reflect in the user's account may depend on the payment method and the user's financial institution.

Sta.Res cannot guarantee the exact time required for a financial institution to reflect a completed refund.

9. Accommodation provider terms

Accommodation providers listed on Sta.Res may have their own cancellation, deposit, refund and notice requirements.

Users are responsible for reviewing the applicable accommodation provider's terms before confirming an accommodation arrangement or making payment.

Where applicable, those terms will govern the cancellation of the accommodation agreement.

10. Account cancellation

Deleting or deactivating a Sta.Res account does not automatically cancel an accommodation booking, lease or other agreement entered into with an accommodation provider.

Users must separately follow the applicable cancellation procedure for the accommodation arrangement.

11. Unauthorised transactions

If a user believes that an unauthorised payment has been made through their Sta.Res account, they must notify Sta.Res as soon as reasonably possible.

Sta.Res may investigate the transaction and request information necessary to verify the payment.

12. Cancellation and refund requests

Cancellation and refund requests should be submitted through the support channels provided by Sta.Res.

Users may be required to provide:

Sta.Res may request additional information reasonably required to verify the request. Requests can be submitted through the Support page or by emailing support@stares.co.za.

13. Changes to this policy

Sta.Res may update this Cancellation and Refund Policy from time to time to reflect changes to the platform, payment services, accommodation arrangements or applicable law.

The most recent version will be made available through the Sta.Res website and application.