Refund Policy

1. Scope

This policy applies to payments made directly to Senja Stayhouse for room reservations and custom events. Bookings made through a third-party platform are also subject to that platform's cancellation and refund rules.

2. Default room cancellation rules

Where no different cancellation condition was stated when the booking was confirmed, the following default rules apply:

• At least 72 hours before check-in: eligible for a full refund of the room amount paid.
• Between 24 and 72 hours before check-in: eligible for a 50% refund of the room amount paid.
• Less than 24 hours before check-in: non-refundable.
• No-show or early departure: unused nights are non-refundable unless Senja Stayhouse confirms otherwise in writing.

The website does not add tax or service charges, so refund calculations are based on the room amount actually paid.

3. Rescheduling

A request to change stay dates is subject to room availability and the rate applicable to the new dates. Any additional amount must be paid before the revised booking is confirmed. A lower rate does not automatically create a cash refund unless agreed in writing.

Requests made less than 24 hours before check-in may be treated as a cancellation under the rules above.

4. Custom-event payments

Refunds for custom events depend on the written event confirmation, quotation or agreement and on non-recoverable costs already committed for the event. These may include third-party vendors, food and beverage preparation, equipment rental, decoration, staffing or reserved exclusive-use time.

Where no specific event cancellation terms were agreed, Senja Stayhouse will review the request in good faith and may deduct reasonable, documented costs already incurred before returning any remaining balance.

5. Cancellation by Senja Stayhouse

If Senja Stayhouse cannot honour a confirmed booking because of an internal operational issue, we will offer one of the following, depending on availability and your preference:

• an equivalent or upgraded room;
• alternative dates;
• credit for a future booking; or
• a refund of the affected amount paid.

6. Duplicate or incorrect payments

A verified duplicate payment or amount paid in excess of the confirmed total is eligible for refund. For a static QR payment, please send the order reference, payment receipt, payer name, payment time and amount so the transaction can be matched correctly.

7. Non-refundable items

The following amounts may not be refundable:

• non-refundable promotional rates clearly disclosed before payment;
• services already provided or used;
• verified property damage, missing items or excessive-cleaning costs;
• non-recoverable third-party event expenses;
• payment-provider, bank, transfer or currency-conversion fees retained by third parties; and
• payments connected to fraud, chargeback abuse or a material breach of the booking terms.

8. Refund method and processing time

Approved refunds will normally be sent back through the original payment route where operationally possible. For some QR transactions, we may request verified bank-account or e-wallet details belonging to the payer.

Senja Stayhouse aims to submit an approved refund within 7 business days. The receiving bank, e-wallet or payment provider may require additional processing time, so the total time may be up to 14 business days after approval.

9. How to request a refund

Contact us using the details below and provide:

• guest or customer name;
• order or booking reference;
• room or event date;
• reason for the request;
• proof of payment; and
• the preferred contact number for verification.