Refunds & cancellation
Last updated: 28 September 2026
This Refund & Cancellation Policy sets out the general principles applicable to cancellations, refunds and related booking adjustments made through the Samara Stays booking services.
The specific cancellation and refund conditions applicable to a reservation are those displayed to the guest before the reservation is completed and included in the applicable booking confirmation.
1. General Principle
Samara Stays accommodation may be offered under different rate and cancellation conditions.
Accordingly, there is no single cancellation period or refund percentage applicable to every reservation.
Before completing a reservation, the guest will be presented with the applicable cancellation conditions for the selected accommodation and rate.
By completing a reservation, the guest acknowledges the cancellation conditions applicable to that reservation, subject to mandatory rights provided by applicable law.
2. Non-Refundable Rates
Where a reservation is expressly identified as non-refundable, the amount paid will generally not be refundable following cancellation by the guest.
Any exception will be determined by:
- mandatory applicable law;
- the specific rate conditions;
- an exceptional circumstance accepted by the applicable accommodation operator; or
- a discretionary refund expressly granted in connection with the reservation.
A discretionary exception does not establish a general entitlement to a refund in other circumstances.
3. Partially Refundable Rates
Where a reservation is subject to a partially refundable cancellation policy, the applicable refund amount and cancellation deadline will be displayed before the reservation is completed.
Cancellation after the applicable deadline may result in the amount specified in the applicable booking conditions being retained.
4. Fully Refundable Rates
Where a reservation is identified as fully refundable, the applicable booking conditions will specify the deadline by which cancellation must be made in order to receive a full refund.
Cancellation after that deadline may result in a cancellation charge or partial or complete loss of the amount paid, depending on the applicable rate conditions.
5. Cancellation Procedure
Guests may request cancellation through the available Samara Stays customer-support channels.
Where cancellation functionality is provided directly through the website, the guest may also use that functionality.
A cancellation is considered effective when it has been successfully recorded by Samara Stays or otherwise confirmed through the applicable booking system or customer-support channel.
Guests should retain any cancellation confirmation received.
6. Refund Method
Where a refund is due, it will normally be returned using the original payment method used for the reservation.
Refunds will not normally be made in cash.
The time required for a refund to appear in the guest's account may depend on the payment service provider, card issuer or financial institution involved.
7. Currency
Reservations made through the Samara Stays booking services are generally charged in euros (EUR).
Where a guest's payment account is denominated in another currency, the guest's financial institution or payment provider may apply its own exchange rate or fees.
Samara Stays is not responsible for exchange-rate differences or fees imposed by the guest's financial institution or payment provider.
8. Changes to Reservations
Requests to modify a reservation may be accepted where operationally possible and subject to the applicable rate conditions.
A modification may result in:
- a change in accommodation;
- a change in dates;
- a change in occupancy;
- a change in price;
- a change in cancellation conditions; or
- additional amounts becoming payable.
A requested modification is not effective until confirmed.
Where a requested modification cannot be accommodated, the original reservation conditions will continue to apply unless the reservation is separately cancelled in accordance with its applicable cancellation policy.
9. Cancellation by Samara Stays or Accommodation Operator
In exceptional circumstances, a reservation may need to be cancelled because the reserved accommodation becomes unavailable or cannot reasonably be provided.
Where this occurs, the guest will be informed as soon as reasonably practicable.
Depending on the circumstances and applicable law, the guest may be offered:
- alternative accommodation;
- a change of reservation dates;
- a credit; or
- a refund of amounts paid.
Nothing in this section limits any mandatory rights available to the guest under applicable law.
10. No-Show
If a guest does not arrive for a reservation without cancelling it in accordance with the applicable cancellation conditions, the reservation may be treated as a no-show.
The financial consequences of a no-show will be determined by the cancellation and rate conditions applicable to the reservation.
11. Early Departure
Leaving an accommodation before the scheduled departure date does not automatically create an entitlement to a refund for unused nights.
Any refund will depend on the applicable rate conditions and any mandatory rights available under applicable law.
12. Failure to Arrive
The guest is responsible for ensuring that they are able to travel to and access the reserved accommodation.
Failure to arrive because of personal travel difficulties, missed transport, incorrect travel documentation or other circumstances affecting the guest's journey does not automatically create a right to a refund.
Where the applicable booking conditions or mandatory law provide otherwise, those provisions will apply.
13. Exceptional Circumstances
Where extraordinary circumstances materially affect the provision of accommodation or make performance impossible or unlawful, the applicable accommodation operator and Samara Stays may take reasonable measures to protect guests and the availability of accommodation.
Any refund, credit, relocation or alternative arrangement will depend on the circumstances, the applicable booking conditions and mandatory law.
14. Mandatory Consumer Rights
Nothing in this Policy excludes or restricts any consumer right that cannot legally be excluded or restricted.
Where mandatory provisions of applicable consumer-protection legislation provide a guest with rights exceeding those described in this Policy, those mandatory provisions shall prevail.
15. Accommodation-Specific Conditions
Individual properties may have specific cancellation, refund, deposit, modification or other booking conditions.
Where such conditions are presented during the booking process, they form part of the applicable reservation terms.
In the event of a conflict between this general Policy and a specific cancellation condition expressly presented and accepted for a reservation, the specific reservation condition shall apply to the extent permitted by applicable law.
16. Payment Disputes and Chargebacks
Guests should contact Samara Stays before initiating a payment dispute or chargeback where the matter concerns a cancellation, refund or booking issue.
Samara Stays will review the matter and, where appropriate, provide the applicable refund or other resolution.
This provision does not prevent a guest from exercising any statutory or contractual right available under applicable law.
17. Contact
Questions concerning cancellations and refunds may be submitted through the customer-support channels available on the Samara Stays website.
Formal legal or policy correspondence may be addressed to:
SERENITY HIDEAWAY – EMPREENDIMENTOS IMOBILIÁRIOS, UNIPESSOAL, LIMITADA
Email: legal@samarastays.com
Telephone: +351 239 065 365
18. Changes to This Policy
This Policy may be updated from time to time to reflect changes in applicable law, booking services, operational practices or cancellation procedures.
The version published on the Samara Stays website shall apply from its stated effective date.
19. Effective Date
This Refund & Cancellation Policy is effective from 28 September 2026.
End of Refund & Cancellation Policy
