Cancellation & Refund Policy
A straightforward guide to cancellation requests, refund levels, processing times and the circumstances that may affect a booking. We aim to keep the process clear before any accommodation arrangement is confirmed.
General Cancellation Terms
We understand that plans can change. Cancellation requests are therefore handled according to how much notice is provided before the scheduled arrival date. The longer the notice period, the greater the refund available.
When a cancellation can be made
A confirmed accommodation arrangement may generally be
cancelled before the scheduled arrival date by contacting
CRADLEY through the official communication details
provided for the booking.
The cancellation time is based on the date and time when
the cancellation request is received through an official
communication channel.
Advance notice matters
The refund level depends on the amount of notice given. Requests received four or more days before arrival qualify for the highest refund level. Shorter notice periods receive a reduced refund according to the schedule below.
Same-day cancellation
Cancellations made on the scheduled arrival date are not eligible for a refund under the standard cancellation schedule. The same applies where a guest does not arrive and no earlier cancellation request has been received.
Partial stays
If a guest has already checked in and decides to shorten an accommodation period, unused nights are not automatically refundable. Any adjustment must be reviewed against the booking arrangement and the circumstances involved.
Cancellation & Refund Levels
The standard refund schedule below applies to eligible accommodation cancellations. The calculation is based on the time between the cancellation request and the scheduled arrival date.
| Cancellation Notice | Standard Refund | General Treatment |
|---|---|---|
| 4 calendar days or more | 100% | Eligible for full refund of the applicable booking amount. |
| 2–3 calendar days | 80% | Eligible for an 80% refund of the applicable booking amount. |
| 1 calendar day | 40% | Eligible for a 40% refund of the applicable booking amount. |
| Arrival date / same day | 0% | No standard refund is available. |
When Cancellation Is Eligible
A cancellation can normally be considered when the request is received before the scheduled arrival date and can be matched to the relevant accommodation arrangement.
- The customer has a confirmed accommodation arrangement and contacts CRADLEY before the scheduled arrival date.
- The cancellation request clearly identifies the relevant booking details so that the accommodation arrangement can be located and reviewed.
- The request is submitted through an official CRADLEY communication channel rather than an unrelated third-party contact.
- The customer requests cancellation before the applicable notice period has expired and accepts the corresponding refund level.
- A booking has not yet reached its scheduled arrival date and has not already been used, checked in or otherwise completed.
- Where an accommodation arrangement contains additional agreed conditions, those conditions may also be reviewed before the final refund amount is confirmed.
When Cancellation Is Not Eligible
The following situations are generally outside the standard refund schedule or may result in no refund being available.
Same-Day Cancellation
A request received on the scheduled arrival date is not eligible for a standard refund. This includes requests made shortly before the expected arrival time.
No-Show
If the guest does not arrive and no valid cancellation request was received before the scheduled arrival date, the booking is treated as a no-show and the standard refund level is 0%.
After Check-In
Once accommodation has commenced, a guest cannot normally request a retrospective refund for time already used. Any remaining period is subject to individual review.
Used Accommodation
Refund requests relating to accommodation that has already been occupied, used or otherwise commenced are not treated as ordinary pre-arrival cancellations.
Incomplete Requests
A cancellation request that cannot be reasonably matched to a booking may require additional information before it can be processed. The applicable notice period continues to be assessed from the time the request can be properly identified.
Unauthorised Changes
Changes made through unofficial channels, by an unauthorised person, or without sufficient booking information may not be treated as a valid cancellation until the request has been verified.
Changes, Date Amendments & Shortened Stays
A request to change a booking is different from a cancellation. Changes are subject to availability and may require the booking to be reviewed before a revised arrangement can be confirmed.
- Requests to change the arrival date should be made as early as possible and before the original arrival date.
- A date change is not guaranteed until the revised arrangement has been confirmed through an official CRADLEY communication channel.
- If a requested date change cannot be accommodated, the original cancellation terms may apply if the customer chooses to cancel instead.
- Shortening a stay after confirmation does not automatically create a refund for unused nights.
- Once a stay has commenced, any request to leave earlier than originally planned may be reviewed individually.
Refund Processing & Timing
Once a cancellation has been reviewed and the applicable refund amount has been confirmed, the refund process will begin through the payment arrangement used for the booking, where applicable.
Review Time
Cancellation and refund requests are normally reviewed within 2 business days after the request and relevant booking information have been received.
Refund Processing
Once approved, the refund is normally initiated within 3 business days. The exact timing may depend on the agreed payment arrangement and the financial institution involved.
Expected Arrival
After a refund has been initiated, funds will normally appear within 5–10 business days, depending on the payment provider, bank or financial institution.
Longer Processing Times
Bank holidays, weekends, payment-system processing, account verification or other financial processing requirements may cause the final credit to take longer.
The processing period begins only after the cancellation has been reviewed and the refund amount has been confirmed. CRADLEY cannot guarantee the exact date on which funds will appear in a customer’s account because the final stage may be controlled by the relevant bank or payment service.
Payment & Refund Arrangements
Payment arrangements are confirmed after the accommodation requirements have been reviewed and the relevant booking details have been agreed.
Payment Confirmation
Payment information and booking arrangements are provided through official CRADLEY communication channels after the relevant accommodation details have been reviewed.
Available Payment Methods
Available payment methods may vary depending on the accommodation arrangement, length of stay and agreed booking requirements.
Refund Destination
Where a refund is due, it will normally be returned using the payment arrangement associated with the original booking, subject to the applicable processing requirements.
Payment Information
Customers should rely only on payment information supplied through official CRADLEY communication channels and should confirm any unexpected changes before making a payment.
Customer Responsibilities
- Customers are responsible for checking their arrival date, length of stay and accommodation details before confirming their booking.
- Customers should submit cancellation requests as soon as their plans change so that the applicable notice period can be clearly established.
- Customers should keep copies of relevant booking and cancellation communications until the matter has been completed.
- Customers should make sure the contact information supplied during the booking process remains accurate and accessible.
- A cancellation is not considered confirmed merely because a message has been sent. The request must be received and acknowledged through the appropriate communication process.
Disclaimer & Limitation
Important Information
CRADLEY aims to provide clear accommodation information and
reasonable cancellation and refund arrangements. However,
accommodation availability, room arrangements, pricing,
facilities, dates and booking conditions may change before a
reservation is finally confirmed.
A cancellation request does not automatically guarantee a
particular refund amount until the booking details and timing
of the request have been reviewed.
CRADLEY is not responsible for delays caused by circumstances
outside its reasonable control, including communication
interruptions, website availability issues, payment-system
processing delays, bank processing times, public holidays,
maintenance requirements, changes in availability or other
circumstances that could not reasonably have been prevented.
Where an event outside reasonable control materially affects
an accommodation arrangement, CRADLEY will make reasonable
efforts to communicate the situation and discuss an
appropriate solution based on the circumstances.
Information provided on the website is intended to help
customers understand available accommodation options and
general booking arrangements. It should not be treated as a
guarantee that a particular room, facility, date or service
will remain available until a booking has been formally
confirmed.
Nothing in this policy is intended to exclude or limit any
responsibility, right or protection that cannot lawfully be
excluded or limited.