Refund Policy
Understanding our cancellation and refund terms
Overview
At Halcyon Heiwa, we are committed to providing fair and transparent refund policies. This policy outlines the terms and conditions for cancellations and refunds across our different property categories.
Short-Term Rental Cancellation Policy
Flexible Cancellation
More than 24 hours before check-in
Full refund minus service fees
Less than 24 hours before check-in
50% refund of accommodation fees
After check-in or no-show
No refund available
Moderate Cancellation
More than 5 days before check-in
Full refund minus service fees
2-5 days before check-in
50% refund of accommodation fees
Less than 2 days before check-in
No refund available
Strict Cancellation
More than 14 days before check-in
Full refund minus service fees
7-14 days before check-in
50% refund of accommodation fees
Less than 7 days before check-in
No refund available
Long-Term Rental Policy
Lease Agreements
- 30-day written notice required for lease termination
- Security deposits refunded within 14 business days after move-out
- Early termination fees may apply as per lease agreement
- Property must be returned in original condition
Security Deposit Refunds
- Full refund if property is returned without damage
- Itemized deductions provided for repairs or excessive cleaning
- Normal wear and tear is not deducted from deposit
Property Purchase/Sale Policy
Property transactions follow UK legal requirements:
- Cooling-off period applies to off-plan purchases
- Exchange of contracts creates binding agreement
- Completion typically occurs 7-28 days after exchange
- Deposit (usually 10%) paid at exchange of contracts
Refund Processing Times
| Payment Method | Processing Time | Notes |
|---|---|---|
| PayPal | 3-5 business days | Instant notification sent |
| Credit/Debit Card | 5-10 business days | Depends on bank processing |
| Bank Transfer | 2-3 business days | Same day for same bank transfers |
Special Circumstances
Full refunds may be considered for verified cases including:
- Medical emergencies with proper documentation
- Government-imposed travel restrictions
- Natural disasters affecting travel plans
- Property becomes uninhabitable due to unforeseen circumstances
When a host cancels your confirmed booking:
- Full refund of all payments made
- Assistance in finding comparable alternative accommodation
- Additional compensation may be provided for inconvenience
- Host penalties and restrictions are applied
Our resolution process follows these steps:
- Contact our customer service team within 24 hours of the issue
- Mediation facilitated between guest and host
- Investigation conducted by our resolution specialists
- Final decision communicated within 7 business days
Last Updated: October 20, 2026
This policy is subject to change. Customers will be notified of any significant updates via email.