Staivo is committed to fairness, transparency, and guest satisfaction. This policy outlines the terms for cancellations, refunds, and handling of items left behind. By confirming a booking or engaging with Staivo services, you agree to the conditions below.

Short Stays (7 Nights or Less): Cancel at least 7 days before arrival for a full refund. Cancellations within 7 days of arrival may incur charges up to the value of a few nights’ stay.

Medium Stays (8–30 Nights): Cancel at least 14 days before arrival for a full refund. Later cancellations may incur charges up to one week’s stay.

Extended Stays (31–89 Nights): Cancel at least 14 days before arrival for a partial refund (minus administrative costs). Cancellations after this window may incur charges up to one week’s stay.

Long-Term Stays (90+ Nights): Cancel at least 14 days before arrival for a full refund. Later cancellations may incur charges up to two weeks’ stay.

Stay Extensions: Extensions are subject to property availability and must be requested in advance. Additional nights will be billed at the prevailing rate.

Refund Processing: Approved refunds are typically processed within 10 business days. Refunds are issued to the original payment method unless otherwise agreed. Staivo maintains a Secure Payment Oversight Period — a 6-day post-check-in review window — to verify that the stay commenced and the property matches its listing. If a guest reports a legitimate concern during this period and the property materially differs from what was advertised, Staivo may coordinate a Guest Satisfaction Refund through the owner’s bank.

Refunds will not apply in cases where:

• The guest fails to check in without prior notice.
• The property matches its advertised description.
• Cancellations occur outside the permitted window.
• Fraudulent or abusive claims are detected.

Staivo will consider exceptions for cancellations due to extraordinary circumstances (e.g., natural disasters, government travel restrictions, health emergencies). Documentation may be required.

If a refund dispute arises:

• Guests must submit claims within 48 hours of check-in or discovery of an issue.
• Staivo acts as a neutral mediator between guest and property owner.
• Decisions are based on documented evidence, including photos, communication logs, and listing details.

Items left behind are handled as follows:

• Storage Period: Items are kept for 7 months. If unclaimed after 12 months, Staivo reserves the right to donate, recycle, or dispose of them responsibly.
• Return Shipping: Guests may request items to be shipped at their expense. Shipping costs are non-refundable.
• Liability: Staivo is not responsible for damage or loss during shipping. Guests may opt for insured shipping at their own cost.

Guests must provide a valid delivery address for item returns. Staivo does not guarantee delivery timelines for shipped items. Hazardous, perishable, or prohibited items cannot be shipped.

Discounted or promotional bookings may have non-refundable terms. These will be clearly stated at the time of booking.

Staivo reserves the right to:

• Withhold refunds if fraudulent activity is suspected.
• Report suspicious transactions to relevant authorities.