Cancellation and refund policy

Last updated 2026-10-15 · admin@sasleeps.com

Before you pay

An availability request is free and does not create a reservation. You may withdraw it by contacting us. Your quote discloses the full payment amount, cancellation conditions and payment deadline for the particular stay. Review them before accepting or paying.

Request a change or cancellation

Email admin@sasleeps.com with your reference, guest name and the change you need. We may verify your identity. Do not include card numbers, passwords or identity documents. We will confirm the outcome and explain any proposed charge in writing. Closing an account does not cancel a booking.

How cancellation charges are assessed

There is no single cancellation percentage for every SASleeps stay. The disclosed property terms and applicable law determine the outcome. Where section 17 of the Consumer Protection Act applies, advance bookings may be cancelled subject to a reasonable charge, assessed in the circumstances including notice, the nature of the service and the prospect of finding another guest. The Act prohibits a cancellation fee where the booking cannot be honoured because of the death or hospitalisation of the person for whose benefit it was made. Tell us if this applies so proportionate evidence can be discussed privately.

Payments needing investigation

If you were charged twice, paid against an expired quote or paid without booking confirmation, contact us before paying again. We reconcile the payment and accommodation position. A successful payment notification does not automatically mean a room is booked, and an investigation does not authorise another charge.

If accommodation cannot be provided

Contact SASleeps immediately. We will explain the available remedy with the supplier, taking account of your agreement and statutory rights. You do not have to accept a substitute stay merely because it is offered. We do not make a blanket “no refunds” exclusion.

Refund processing

When a refund is due, we confirm its amount, any lawful deduction and the payment route. Staff review refunds and, where possible, return them through the original payment method. Bank and provider processing times vary; we give the relevant estimate when arranging the refund. This does not extend a legal deadline or make your rights conditional on a supplier first reimbursing us. Never pay a new “release fee” to obtain a refund.

Complaints

If you disagree, reply with your reference and reasons and ask for further review. You may still approach an appropriate consumer body, regulator, payment provider or court. This policy does not override rights under applicable consumer law.