Find Me Stay · Last updated [DATE]
Every room we sell carries its own cancellation terms, set by the property. There is no single blanket policy, so this page explains how to find yours and what happens when you use it.
Before you pay, the app states plainly whether the room is refundable and, if it is, the date and time free cancellation ends. The same terms appear on your confirmation and on the booking in Trips. Those terms govern — nothing on this page overrides them.
| If your booking says | Then |
|---|---|
| Free cancellation until [date] | Cancel any time before that moment and you are refunded in full. After it passes, the property's charge applies — usually the full stay. |
| This booking cannot be cancelled | The rate is non-refundable. It was cheaper for that reason, and no refund is due if you cancel or do not arrive. You can still ask us to approach the property, but they are not obliged to agree. |
Open Trips in the app, select the booking, and choose to cancel. You will be shown what will be refunded before you confirm. If you cannot reach the app, email support@findmestay.com with your booking reference and we will do it for you — but note that deadlines are enforced at the moment the cancellation reaches the supplier, so use the app if you are close to one.
Some bookings can be moved to new dates rather than cancelled. Where that is available the app offers it on the booking, along with any difference in price. A change is a new reservation at current prices, and the original is released only once the new one is confirmed.
Refunds are issued by Nuitée Travel Limited, who took the payment as merchant of record, back to the card you paid with. We cannot refund to a different card or by another method.
The refund is normally released within a few business days of the cancellation being confirmed, but how quickly it appears on your statement is up to your bank and commonly takes a further 5–10 business days. If it has not arrived two weeks after you cancelled, contact us with your booking reference and we will chase it.
If a property cancels your reservation or cannot honour it on arrival, you are entitled to a full refund, and we will help you find an alternative. Contact us as soon as you can — ideally while you are still at the property, as that is when the situation is easiest to resolve.
Complaints about the accommodation itself — cleanliness, facilities, service — are matters for the property, and raising them on site gives the best chance of a fix. If that fails, contact us with what happened and we will take it up with the property through our supplier. We cannot guarantee compensation for a stay that was delivered, but we will not leave you to argue it alone.
support@findmestay.com — please include your booking reference.