Refund Policy

This Refund Policy applies to direct guest bookings made via safaresidences.com, by email, phone, or WhatsApp directly with Safa Residences. It also covers refundable damage deposits.

Bookings made via Airbnb, Booking.com, VRBO, or other Online Travel Agents (OTAs) are governed by the OTA's own cancellation and refund policy as stated on your booking confirmation. This policy does not apply to OTA bookings.

At the time of writing (May 2026), Safa Residences is pre-trading. We are not currently accepting direct guest bookings. The cancellation tiers below will take effect when direct bookings launch.

When you book directly with us, the following cancellation windows apply:

Cancellations made within the above windows will receive a full refund of the booking amount. Cancellations outside the windows are non-refundable.

A small refund processing fee (typically 1.5–3% of the refund amount, depending on the original payment method) may be deducted to cover payment processor charges that are not returned to us when we issue the refund.

To cancel, email hello@safaresidences.com with:

• Your booking reference number
• The lead guest name on the booking
• Your reason for cancelling (helps us improve, not required for the refund)

Your cancellation is effective from the time we receive your email, not from the time you sent it.

Once a cancellation is approved, refunds are processed within:

• 5 working days for card payments (the funds may take a further 3–10 working days to appear on your statement, depending on your bank)
• 3 working days for bank transfer (BACS) payments

We reserve the right to cancel a booking in exceptional circumstances, including:

• Property unavailability due to events outside our reasonable control (fire, flood, structural failure, utility outage)
• Booking system error or genuine overbooking
• Failure of identity verification or KYC checks
• Reasonable suspicion of fraudulent or unlawful activity
• Breach of these Terms or our house rules before check-in

Where we cancel for reasons within the first three categories above, you will receive a full refund of all amounts paid, with no processing fee deducted. We are not liable for any other losses you may incur (such as travel, time off work, or other accommodation costs) — we strongly recommend taking out travel insurance.

Where we cancel for reasons within the last two categories (fraud or breach), no refund will be given.

For direct bookings, we hold a refundable damage deposit (the amount is shown to you at the point of booking and confirmed in your booking confirmation). The deposit is held in our Calmony.co safeguarded client money account until checkout.

The deposit is returned to you in full within 14 working days of checkout, except where:

• Damage to the property or its contents is found
• Items are missing from the property
• Excessive cleaning is required (beyond standard turnover cleaning)
• There is a documented breach of house rules (smoking, unregistered overnight guests, parties, illegal activity, etc.)

Where deductions are made:

• You will receive photo evidence and an itemised cost breakdown by email within 7 working days of checkout
• The remaining deposit (less deductions) is refunded within 14 working days of checkout
• If the deductions exceed the deposit, the difference may be charged to the payment card on file under the booking terms

If you disagree with a deduction or any other refund decision:

1. Email hello@safaresidences.com with a clear explanation and any supporting evidence (photos, receipts, etc.) within 14 days of receiving our decision. We will respond within 5 working days.
2. If still unresolved, escalate via our Complaints Procedure (Stage 2 — escalation to Director). We will issue a final position within 15 working days.
3. Once we are members of the Property Redress Scheme (PRS), you may then refer the dispute to PRS for independent review (Stage 3). PRS membership status is shown live on our Compliance page.

Your statutory rights as a consumer (under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013) are not affected by this Refund Policy.

If you booked one of our managed properties via an OTA (Airbnb, Booking.com, VRBO, etc.), please refer to:

• Your booking confirmation email for the cancellation policy applicable to your booking
• The OTA's own help centre for the refund process

We are not able to issue refunds outside the OTA's flow because the OTA holds your payment until it is released to us.

We may update this Refund Policy from time to time. The "Last updated" date at the top reflects the most recent change. The cancellation tiers in force at the time you make a booking will apply to that booking.

• Email: hello@safaresidences.com
• WhatsApp: +44 7597 396999