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Stay Protection Policy

1. Global Policy Overview

This policy explains how cancellations and refunds are handled for all properties managed by Staivo – Landlord Property Services. To ensure absolute peace of mind for our international guests, this policy takes precedence over standard house rules when specific “Extenuating Circumstances” occur.

As we operate exclusively via Direct Bank Transfer, we maintain a “Secure Bridge” that allows us to bypass the delays of traditional credit card processors and return funds directly to your account with efficiency.

2. Extenuating Circumstances Policy

This section applies when unforeseen events beyond your control arise after booking, making it legally or physically impracticable to complete your reservation.

What Events are Covered:

  • Government Travel Requirements: Unexpected changes to visa or passport requirements imposed by a government agency (e.g., Australia, France, USA, Thailand, Philippines) that prevent travel to the destination. (Excludes expired documents).

  • Declared Emergencies & Epidemics: Government-declared local or national emergencies, pandemics, or public health emergencies.

  • Government Travel Restrictions: Mandatory travel bans or restrictions imposed by a government agency that prohibit traveling to, staying at, or returning from the listing location.

  • Military Actions & Hostilities: Acts of war, invasions, civil unrest, terrorism, or large-scale disruptions.

  • Natural Disasters: Acts of God, bushfires, severe storms, flooding, volcanic eruptions, or large-scale outages of essential utilities that are not foreseeable for the region.

3. The Quality Guarantee & Discrepancy Protection

Under our global quality standard, if the provided accommodation does not materially match the property advertised (via our verified 4K video tours) at the time of booking:

  • Guests are eligible for an immediate upgrade to a suitable alternative or a full refund.

  • This protection remains active for the first three (3) nights of your stay. If a material discrepancy is identified within this window, the 6-Day Secure Bridge hold allows us to return your funds immediately.

4. Standard Cancellation Tiers

Outside of the Extenuating Circumstances listed above, the refund amount is determined by the specific policy chosen for the property:

  • Flexible: Full refund if cancelled 24 hours prior to local check-in.

  • Moderate: Full refund if cancelled 5 days prior to local check-in.

  • Strict: 50% refund if cancelled 7 days prior to check-in.

5. What is Not Covered

This policy only allows for cancellations for the specific “Events” described in Section 2. Excluded circumstances include: * Unexpected illness or injury.

  • Government obligations (jury duty, court appearances).

  • Non-binding travel advisories.

  • Cancellation of personal events (weddings, concerts) for which the booking was made.

  • Routine transport disruptions (rescheduled flights or road closures). In these cases, the standard cancellation policy applies.

6. Refund Logistics (The Bank Transfer Advantage)

Because Staivo utilizes Direct Bank Transfers only, we do not have to wait for credit card merchant cycles (which can take 15-30 days).

  • Processing Speed: Once a refund is approved, it is initiated within 24 to 72 hours.

  • Arrival: The time it takes for the funds to appear in your account depends solely on your local bank’s international transfer protocols.

  • Transparency: You will receive a bank-issued confirmation receipt as soon as the transfer is executed.

7. Claims & Documentation

If you believe you are eligible for a refund under this policy:

  1. Notify us via the secure dashboard or at reservation@staivo.com.

  2. Provide documentation (e.g., government notice, medical certificate for host-side issues, or photos of property discrepancies).

  3. Our Australian-managed team will review the claim against the local laws of the property’s location (e.g., European Guest Rights) and our Global Standards.

8. Host Cancellations

If a host cancels your reservation due to an unforeseen Event, they are not penalized, but the guest is issued an immediate full refund or a relocation offer. Our 6-Day Secure Bridge ensures your money never reaches the host until your stay is verified.

Contact & Support

For questions regarding a specific reservation, please contact our Global Relations team:

  • Email: help@staivo.com

  • AU: +61 489 989 792

  • Americas: +1 (610) 314‑7307

© 2017–2026 Staivo — Landlord Property Service. ABN 80 952 426 821.