Overview

At Cozy Ora Stay, we aim to ensure complete transparency when it comes to bookings, cancellations, and refunds. Because we provide accommodation booking services, our policies are tailored to balance flexibility for our guests with fairness to property hosts and operators.

By booking through our platform, you agree to comply with and be bound by the following Refund and Cancellation Policy.

Guest Cancellation & Refund Tiers

We understand that plans can change unexpectedly. Depending on when you cancel your reservation relative to your scheduled check-in date, the following standard policy applies (unless specified otherwise on a specific property listing):

• Flexible Bookings (Long-Range Cancellations): Cancellations made at least 30 days prior to the scheduled check-in date will receive a full refund of monies paid, minus a minor processing or administrative fee of $100.
• Moderate Bookings (Mid-Range Cancellations): Cancellations made between 14 and 29 days prior to check-in will receive a partial refund of any amount paid that exceeds 50% of the total booking value, less the administrative fee.
• Strict Bookings (Last-Minute Cancellations): Cancellations made within 14 days of the scheduled check-in date are strictly non-refundable. No refunds, credits, or date adjustments will be issued for late cancellations or no-shows.

Note on Special Rates: Promotional rates, heavily discounted stays, or bookings made via special credits may carry a strictly non-refundable policy. This will always be explicitly disclosed to you at the checkout stage.

Australian Consumer Law (ACL) Protections

Nothing in this policy is intended to exclude, restrict, or modify any rights you have under the Australian Consumer Law (ACL). Under the ACL, you are entitled to a replacement, credit, or refund if a service experiences a major failure—such as:

• The accommodation is entirely uninhabitable, unsafe, or vastly different from its verified description.
• Severe technical or operational booking errors on our end that prevent your stay from being fulfilled through no fault of your own.

If a major consumer guarantee is breached, standard cancellation tiers are waived, and you will be eligible for a full fee-free refund.

Host-Set Policies & Third-Party Bookings

• Platform Role: Cozy Ora Stay acts as an intermediary marketplace/booking platform connecting guests with property owners.
• Individual Property Rules: Some individual listings may feature customized cancellation guidelines set directly by the property host. Where a host’s policy differs from our standard tier, the specific policy displayed on the property page at the time of booking overrides the general guidelines.

Exceptional Circumstances & Travel Insurance

We recognize that unforeseen emergencies (such as severe weather events, personal illnesses, or travel restrictions) can disrupt travel plans. However, unless mandated by law or covered under our consumer guarantee obligations, standard cancellation penalties apply.

• We strongly encourage all guests to purchase comprehensive private travel insurance at the time of booking to protect against unexpected personal emergencies.

How to Request a Refund or Cancel a Booking?

To submit a cancellation request or query a billing discrepancy:

• Please email our support team directly at admin@cozyora.com.au with your full name, booking reference number, and reason for cancellation.

Approved refunds are processed back to the original payment method via our secure payment gateway (e.g., Stripe) and typically take 5 to 10 business days to clear into your account, depending on your financial institution.