This policy applies to every order placed through a StayCare-powered Guest Hub. Hosts are required to honour this policy as a condition of using the platform.
Beta window
During the StayCare beta, refund requests must be submitted within 7 days of purchase. Eligibility depends on the service purchased, delivery status, and host fulfilment status, as detailed below.
1. Before the order is prepared
Guests may cancel any order for a full refund any time before the host has begun preparing or sourcing the items. Once the host marks an order as Preparing, the cancellation window closes.
2. After the order is prepared
Once preparation has begun, refunds are at the host's reasonable discretion based on the type of item:
- Perishable goods (groceries, prepared food, flowers) — non-refundable once sourced, unless damaged or incorrect.
- Welcome packs and non-perishable items — refundable up to 24 hours before scheduled delivery.
- Booked services (transfers, experiences, eSIMs) — governed by the third-party provider's cancellation terms, which are displayed at checkout.
3. Damaged, missing or incorrect items
If an item arrives damaged, missing or different from what was ordered, the guest must notify the host within 24 hours of delivery. The host will issue a full or partial refund, or arrange a replacement.
4. How refunds are issued
Refunds are processed through Stripe back to the original payment method. Funds typically arrive within 5–10 business days depending on the issuing bank. Stripe processing fees may not be recovered on refunded transactions.
5. Disputes
If a guest and host cannot agree, the guest may escalate to StayCare at staycare@mail.com. StayCare will review the order, evidence and any communications. While we do not hold guest funds, we can suspend a host's account for repeated breaches of this policy and assist in initiating a chargeback through Stripe where appropriate.
6. Statutory rights
Nothing in this policy limits a consumer's statutory rights under EU consumer-protection law or equivalent local regulation.
7. Contact
Questions about a specific refund: contact the host directly through the order page. Questions about this policy: staycare@mail.com.