Effective Date: September 20, 2026
1. Overview & Policy Scope
At BookStay.info, we prioritize transparency regarding cancellation eligibility, refund processes, and supplier terms. This Cancellation & Refund Policy outlines how cancellations and refunds are evaluated for hotel stays and flight itineraries supported by our customer service desk.
Core Service Rule: Cancellation eligibility and refund outcomes depend exclusively on the applicable third-party hotel, airline, or supplier booking terms. BookStay.info will not promise or guarantee a refund unless the specific travel provider's official policy explicitly allows it.
2. Hotel Cancellations & Refunds
Hotel cancellation terms are dictated by the rate plan booked:
- Flexible / Fully Refundable Rates: Permit cancellation without penalty prior to the property's cutoff deadline (e.g., 24 to 72 hours before check-in). A full refund of prepaid room charges will be processed back to the payment card.
- Non-Refundable Rate Plans: Promotional or discounted rates where 100% of the booking value is non-refundable upon confirmation. Cancellation results in total deposit forfeiture.
- Partial Refunds & First-Night Penalties: Cancellations submitted after the cutoff window may incur a one-night room & tax fee deducted by the hotel property.
3. Flight Cancellations & Refunds
Airline ticket cancellations are strictly subject to carrier tariff rules:
- Refundable Tickets: Premium ticket classes that qualify for cash refunds back to the original form of payment upon cancellation prior to departure.
- Non-Refundable Tickets: Standard economy tickets where cash refunds are not permitted. Depending on carrier rules, residual funds (after airline penalty deductions) may be issued as a future flight credit voucher valid for 12 months.
- Basic Economy Restricted Tickets: Restricted fares that forfeit all funds upon passenger cancellation without credit voucher eligibility.
- Airline-Initiated Cancellations: If an airline cancels a flight or makes a major schedule change exceeding 3-4 hours, passengers are typically entitled to a full cash refund regardless of ticket type.
4. Cancellation Charges & Fees
Cancellation fees charged by third-party airlines or hotels are determined independently by those suppliers. Any administrative or supplier-imposed fee will be deducted prior to issuing remaining credits or refunds.
5. Refund Processing Timelines
When a cash refund is approved under provider terms:
- Submission Window: Refund requests are submitted to the carrier or hotel billing department immediately upon customer confirmation.
- Processing Timeframe: Financial refunds typically take between 5 to 15 business days (and up to 2 billing cycles for international credit cards) to appear on your account statement.
- Voucher Generation: Airline flight credit vouchers are generated within 24 to 72 hours.
6. How to Request Cancellation Assistance
To inquire about or initiate a booking cancellation request, please contact our customer support team:
Customer Support Phone: 8557582910
Business Address: 443/37 Nguyen Dinh Chieu Street, Ward 5, District 3, Ho Chi Minh City 790935
Inquiry Page: Contact Us Form