At The Cozy Cottage, we understand that travel plans can sometimes change. This policy explains how cancellation, booking changes and refund requests are generally handled. Because accommodation is a date-specific service, the exact cancellation or refund conditions may vary depending on the reservation, rate, package, season or special offer selected.
Your Booking Confirmation Comes First
If specific cancellation, advance-payment or refund conditions were communicated and accepted when your reservation was confirmed, those booking-specific conditions apply to that reservation. Please check your booking confirmation or contact us if you are unsure.
About This Policy
The Cozy Cottage provides accommodation and related hospitality services rather than physical products. Therefore, a traditional product "return" is generally not applicable.
This policy primarily covers:
- Reservation cancellations.
- Refund requests.
- Changes to booking dates.
- Advance payments and deposits.
- No-shows and early departures.
- Duplicate or incorrect payments.
Cancellation of a Reservation
If you need to cancel a reservation, please contact The Cozy Cottage as soon as possible. Earlier notice gives us a better opportunity to manage the reservation and, where applicable, consider a refund or date change.
Whether a cancellation qualifies for a full refund, partial refund or no refund depends on the conditions attached to the booking.
Relevant factors may include:
- How far in advance the cancellation is requested.
- The type of accommodation or package booked.
- Whether the booking was made under a promotional or special rate.
- Whether the booking was described as non-refundable.
- Any booking-specific cancellation terms communicated before confirmation.
Advance Payments & Deposits
Some reservations may require an advance payment or deposit in order to secure the requested cottage and dates.
Where an advance payment is required, we will communicate the relevant payment and booking conditions during the reservation process.
Whether an advance payment is refundable will depend on the conditions applicable to the confirmed booking and the circumstances of the cancellation.
Please keep your payment confirmation. A transaction reference, receipt or other payment evidence may be requested when we review a payment or refund enquiry.
Non-Refundable Reservations
Certain promotional, discounted or special reservations may be offered on a non-refundable basis.
If a booking is clearly identified as non-refundable before confirmation, payments associated with that booking may not normally qualify for a refund following a guest-initiated cancellation.
We encourage guests to review the conditions of a special rate carefully before confirming the reservation.
Changing Your Booking Dates
If your plans change but you would still like to stay with us, please contact us to ask about changing your reservation dates.
Date changes are subject to:
- Availability for the new requested dates.
- Applicable seasonal or date-specific rates.
- The conditions of the original reservation.
- Any difference in accommodation price.
A date change is not confirmed until The Cozy Cottage has approved the change and provided updated confirmation.
No-Shows
A no-show occurs when a guest does not arrive for a confirmed reservation and has not cancelled or changed the booking in advance.
A no-show may result in the loss of an advance payment or other charges according to the conditions of the reservation.
If you expect to arrive later than originally planned, please contact us so that we can note your expected arrival and advise you regarding the reservation.
Early Departure
If a guest chooses to leave before the confirmed check-out date, unused nights do not automatically qualify for a refund.
Any refund or adjustment for an early departure will depend on the reservation conditions and the circumstances involved.
If We Need to Change or Cancel a Booking
In unusual circumstances, The Cozy Cottage may be unable to provide a confirmed stay as originally arranged. This could result from a serious property issue, safety concern, emergency or another circumstance that materially affects our ability to provide the booked accommodation.
If this happens, we will make reasonable efforts to contact the affected guest promptly and discuss the available options.
Depending on the circumstances, an appropriate solution may include:
- Moving the reservation to another suitable date.
- Offering an appropriate alternative where available.
- Refunding an amount paid for accommodation that we are unable to provide, where applicable.
Duplicate or Incorrect Payments
If you believe you have accidentally paid the same amount more than once, paid an incorrect amount or notice another payment issue, please contact us promptly.
We may ask you to provide:
- Your name and booking information.
- The date and amount of the payment.
- The relevant transaction or payment reference.
- Evidence of the duplicate or incorrect transaction where necessary.
Once the payment has been verified, we will take appropriate steps to resolve any confirmed overpayment or duplicate payment.
How Refunds Are Processed
Where a refund has been approved, we will arrange it using an appropriate available payment method. Where practical, the refund may be returned through the original payment method.
The time required for funds to appear may depend on the bank, card issuer, mobile financial service, payment provider or other institution involved in processing the transaction.
Processing time: approval of a refund by The Cozy Cottage and the time taken for a financial provider to credit the funds are separate stages. Banking or payment-provider processing times are outside our direct control.
How to Request a Cancellation or Refund
To help us locate and review your reservation quickly, please contact us with the relevant booking information.
Contact Us
Send us your cancellation, date-change or refund request as soon as possible.
Provide Details
Include your name, booking dates and relevant reservation or payment information.
Review & Response
We will review the applicable booking conditions and communicate the available resolution.
Bookings Made Through Third Parties
If a reservation is made through an external booking platform, travel agent or another third party, the cancellation and refund conditions of that provider may also apply.
Where payment was collected directly by a third-party provider, you may need to submit the cancellation or refund request through that provider.
Please review the confirmation and conditions issued by the service through which the reservation was made.
Exceptional Circumstances
We understand that genuine emergencies and unexpected situations can occur. Guests are encouraged to contact us as early as possible if exceptional circumstances affect their ability to use a reservation.
Any request for special consideration will be reviewed based on the individual circumstances, the booking conditions and what is reasonably possible at that time.
Related Terms
This policy should be read together with our general booking terms and privacy information.
You can also review our Terms & Conditions and Privacy Policy .
Changes to This Policy
The Cozy Cottage may update this policy from time to time to reflect changes in our booking processes, payment arrangements, services or applicable requirements.
The latest general version will be published on this page. Booking-specific conditions already confirmed with a guest may also remain relevant to that reservation.
Need Help With a Booking?
If you need to cancel, change your dates or discuss a payment or refund, contact The Cozy Cottage with your reservation details and we’ll assist you.