Cancelling a booking and getting your money back
This policy explains what happens to your booking deposit (normally R2,000) if you cancel, or if we cannot give you a room.
At a glance
| Situation | What you get back |
|---|---|
| You cancel within 7 days of paying the deposit | Full refund |
| You cancel after 7 days, before you sign your lease | Refund less a R500 admin fee |
| STAY365 cannot offer you a bed, or the residence becomes unavailable | Full refund |
| You paid twice or paid the wrong amount by mistake | Full refund of the extra amount |
| You have signed your lease | The deposit becomes part of your lease deposit and is refunded at the end of the lease, as explained below |
NSFAS-funded students at residences marked "no deposit for NSFAS students" do not pay a booking deposit, so there is nothing to refund. You can still cancel at any time before signing your lease.
1. Cancelling before you sign your lease
Your booking holds a place for you while we allocate a bed and prepare your lease. You may cancel at any time before you sign.
- Within 7 days of paying: we refund your deposit in full, no questions asked.
- After 7 days: we refund your deposit less a R500 admin fee. This covers the cost of holding the bed and processing your booking, as allowed by section 17 of the Consumer Protection Act.
2. If we cannot place you
If we cannot offer you a suitable bed at the residence you booked, or the residence is no longer available, we will offer you another residence if one suits you. If you do not accept it, we refund your deposit in full.
3. After you sign your lease
When you sign your lease, your booking deposit becomes part of the security deposit under your lease. It is then handled under the Rental Housing Act, 1999:
- The deposit is held in an interest-bearing account, and the interest is paid to you.
- At the end of your lease we inspect the room with you. The deposit plus interest is refunded less only amounts you lawfully owe, such as unpaid rent or damage beyond normal wear and tear. You will receive the inspection results and a written breakdown of any deduction.
- If nothing is owed, the deposit is refunded within 7 days of the lease ending. If deductions apply, the balance is refunded within 14 days of the room being restored.
Cancelling a signed lease early is governed by the lease itself and by section 14 of the Consumer Protection Act (20 business days' written notice, and a reasonable cancellation charge where the lease allows it).
4. How to cancel or request a refund
- Email bookings@stay365.co.za or WhatsApp 061 882 2530 with your booking reference (BK-…), your full name and the reason for cancelling.
- We confirm the cancellation and the refund amount in writing within 2 business days.
- We process the refund within 10 business days of confirming it.
5. How refunds are paid
- Deposits paid online are refunded through Paystack to the same card or account you paid from. Your bank may take a further 5 to 10 business days to show the money.
- If a refund to the original payment method is not possible, we pay it by EFT to a South African bank account in the payer's name after verifying the account.
- We never refund to a different person than the one who paid, unless the payer confirms it in writing.
6. Disagreements
If you disagree with a refund decision, please follow our Dispute Policy. We ask that you contact us first before disputing a payment with your bank, as this is usually the fastest way to get your money back.