Cancellation options
Hosts choose the cancellation policy for their stay — one of our three standard policies, or their own policy approved by Hearthstone. You’ll see it on the listing and again before you pay, and the policy shown when you book is the one that applies to your booking, even if the host changes it later.
If you cancel
| Policy | Full refund | 50% refund of the stay | No refund of the stay |
|---|---|---|---|
| Flexible | Up to 24 hours before check-in | — | Less than 24 hours before check-in |
| Moderate | Up to 5 days before check-in | Less than 5 days, but more than 24 hours, before check-in | Less than 24 hours before check-in |
| Strict | Up to 14 days before check-in | Between 14 and 7 days before check-in | Less than 7 days before check-in |
Times are measured against the listing’s check-in time, in the property’s local time.
Host’s own policies
Some hosts set their own refund timing (for example, a full refund up to 10 days before check-in and 25% up to 3 days before) and may add their own terms. The exact timing is shown on the listing and at checkout, and refunds are calculated automatically from it. A host’s own terms can never take away your rights under the Australian Consumer Law or the Guest Refund Policy.
What’s refunded
- The stay (nightly rate and any extra-guest fees) is refunded at the percentage in the table.
- The cleaning fee is refunded in full if you cancel before check-in.
- The Hearthstone service and booking fees are refunded in the same percentage as the stay.
Refunds go back to the card you paid with. Banks usually show them within 5–10 business days.
Booking requests
If a host hasn’t yet accepted your request, you can withdraw it at any time at no cost. Your card is only authorised, not charged, until the host accepts.
If the host cancels
You get a full refund of everything you paid, and we’ll help you look for a similar place.
If something’s wrong when you arrive
Don’t cancel through the app. Contact the host first, then us at info@hearthstonestays.com.au within 72 hours of check-in. Problems such as the place not being accessible, being significantly not as described, or being unsafe are covered by the Guest Refund Policy, which can give you more back than the cancellation policy.
Your rights under Australian Consumer Law
Nothing in this policy limits any right you have under the Australian Consumer Law that can’t be excluded.