Refund Policy

Last updated 27 October 2026.

Free trial

Trials do not require a payment method. Because no payment is taken, there is nothing to refund. Trial data may be deleted when the trial ends.

Subscription refunds

• Cancelling within 7 days of a first payment for a new subscription qualifies for a full refund of that payment, provided your account has used fewer than a meaningful amount of the service.
• Cancellations after 7 days, and renewals of an existing subscription, are not refundable pro-rata. Service continues until the end of the paid period.
• Amounts paid for setup or one-off services are non-refundable once the work has started.

Failed payments

If a renewal charge fails, nothing is charged. Your account enters a grace period. If you settle the outstanding invoice, service continues uninterrupted. If the grace period lapses, the account is suspended and the unpaid amount is not collected retroactively unless you ask us to retry.

Refunds on guest bookings

Refunds for bookings your guests make through your own property are governed by your hotel's configured cancellation policy, not by this platform policy. StayOS Pro processes the refund and preserves the original payment history, but the commercial decision is yours.

How to request a refund

Raise a support ticket from inside your account, or use the contact form. Include the invoice number and the reason. We respond within five business days.

Chargebacks

If a customer disputes a card payment we will submit the relevant transaction records, including the verified payment reference and the audit trail, to the acquiring bank.