Cancellation policy.
Last updated 13 October 2026
One rule, no small print: free until 48 hours before check-in.
This policy applies to every stay booked directly on this site. It sits alongside our terms of booking and does not affect your statutory rights.
The rule
Cancel more than 48 hours before your check-in time and we refund the full amount you paid — the nights, the cleaning fee and any extras. Cancel inside those 48 hours and no refund is due.
There is no partial refund and no middle tier. The deadline is 48 hours before the check-in time shown on your booking, UK time, and it is written out as a date and time on your booking, in your confirmation email and in your account. We also send a reminder the day before it passes.
How to cancel
Open your booking — from your account, or from the link in your confirmation email if you did not create one — and use "Cancel booking". You will see exactly what you will be refunded before you confirm, and the cancellation takes effect immediately.
If you cancel from the link in your confirmation email rather than from your account, we ask you to type the email address you booked with. It is one line, and it stops anyone with a forwarded email cancelling your stay.
You can also ring us on 01962 000 148 during opening hours and we will do it for you.
How refunds are paid
Refunds go back to the card used to pay, through Stripe. We start the refund the moment you cancel. It usually reaches your account within five to ten working days, depending on your bank — we cannot make it faster from our side.
We do not refund to a different card or by bank transfer, because refunding to the original card is what protects you against fraud.
Inside 48 hours
Cancelling inside the 48 hours releases the dates but returns nothing. This is because a stay cancelled at short notice is very unlikely to be re-let, and the property has already been prepared for you.
If something serious has happened, ring us. We are not obliged to make an exception and we cannot promise one, but we would rather hear from you than not.
Changing your dates
Moving a booking to different dates is usually free where the property is available and the new dates are at the same rate. If the new dates cost more, you pay the difference; if they cost less, we refund it.
Call us before you cancel — a date move is almost always better for you than cancelling and rebooking.
If we cancel
We will only cancel a confirmed booking if the property becomes genuinely unusable — a burst pipe, a failed boiler in winter, something that cannot be put right in time. If that happens we will offer you a comparable property on the same dates where we have one, and refund you in full if we do not or if you would rather not take it.
We are not liable beyond that refund for costs you have arranged separately, such as travel, which is why we recommend insurance.
Not arriving
If you do not arrive and have not cancelled, the booking is treated as used and no refund is due. If you are simply running late, tell us — arriving late is not a problem and the property is yours for the whole booking.
The 14-day rule
Most things bought online come with a 14-day right to change your mind. Accommodation booked for specific dates is one of the exceptions — see regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. So the 14-day right does not apply to a stay, and our 48-hour window is what we offer in its place.
Insurance
We recommend travel insurance that covers cancellation for illness, work and the other reasons that stop trips happening. It costs little and covers the situations this policy cannot.