Part 1: Stays
This part covers guests and anyone booking a stay for someone else.
Who this part applies to
This part applies to every stay booked directly with Calbra Stays. That includes guests booking for themselves and companies, insurers and agents booking for someone else.
Stays booked through Airbnb, Booking.com or another platform follow that platform's cancellation policy instead.
Different terms apply only if we agree them with you in writing for a specific booking.
When a company, insurer or agent books for someone else, the booker is responsible for the guest following these terms, including paying for any damage.
Types of stay
- Short stays: 3 to 27 nights, for holidays, business trips and short projects.
- Monthly stays: 28 nights or more, for work placements, relocations, contracts, and insurance stays while your own home is being repaired.
Every stay is serviced accommodation, not a tenancy
Whatever its length, every stay is a licence to occupy serviced accommodation for a temporary purpose. It is not a tenancy, and it doesn't give you the rights of a tenant, including under the Housing Act 1988 as amended by the Renters' Rights Act 2025.
- Temporary stay: the home is provided only for the reason and dates given when you booked. It isn't your only or main home.
- Our services: during monthly stays, the home is cleaned and the linen changed every two weeks. We also look after repairs and maintenance.
- Our access: we keep keys. We can enter with 24 hours' notice for cleaning, inspections and repairs, and at any time in an emergency.
- House rules: you can't change the locks, move in your own furniture, or let anyone not named on the booking live there.
- Company bookings: when a company, insurer or agent books, the booking is with them, and the guest stays as the person they've named.
Payment and when your booking is protected
Your booking is confirmed only once we receive your payment. By paying, you accept these terms, and from that moment the refund rules below apply to your money.
- Stays under 1 month: paid in full when you book.
- Stays of 1 month or more: the first month is paid when you book, and after that, payment rolls monthly and is taken in advance on a date we agree with you. If a payment is late, we can end the stay, and the rest of the booking is treated as a cancellation with less than 1 month's notice.
- Card disputes: if you dispute a payment with your bank instead of contacting us, we will send your bank these terms, your booking confirmation and your check-in record. A dispute does not change what is refundable under these terms.
Cancellation refunds
Your refund depends on how long before check-in we receive your cancellation.
| When you cancel |
Refund of the booking price |
| 2 months or more before check-in |
100% |
| Between 1 and 2 months before check-in |
50% |
| Less than 1 month before check-in |
No refund |
Notice is counted back from the check-in date.
Refunds cover the booking price only. The damage waiver and any card or payment processing fees are never refunded. If you don't arrive and haven't cancelled, you get no refund.
Long stays and leaving early
The same notice periods apply to long stays, based on the full value of the booking.
If you leave before your booked check-out date, there is no refund for the nights you don't use. The same applies if we end your stay because the house rules or these terms were broken.
If you want to stay longer, ask us before your check-out date. Extensions depend on the home being available and are charged at our rates at the time.
Deposits, damage waivers and cleaning
Depending on the home, we either hold a refundable security deposit or charge a damage waiver.
- Security deposit: held on your card and released within 7 days of check-out, less the cost of any damage, missing items, extra cleaning or broken house rules. If you cancel before check-in, any deposit already taken is returned in full.
- Damage waiver: a one-off fee paid instead of a deposit, which covers accidental damage during your stay. It is not refundable, including if you cancel.
A cleaning fee is charged on every booking. It is refunded only if you cancel 2 months or more before check-in.
Damage to our homes
The booker is the person, company, insurer or agent who makes the booking. The booker is responsible for the home and everything in it from check-in to check-out. That includes damage caused by any guest, visitor or pet during the stay.
When someone books for another person, the booker and the lead guest are each responsible for the full cost of any damage (jointly and severally liable). We can claim the whole amount from either of them.
- Wear and tear: normal wear and tear is never charged.
- Reporting damage: tell us straight away if something breaks or gets damaged, using the contact details in your booking confirmation.
- After check-out: we inspect the home. Within 7 days, we send the booker photos and the cost of any damage, missing items or extra cleaning, backed by a receipt, quote or invoice.
- Payment within 14 days: the booker must pay the full cost within 14 days of our request. We may take it from the security deposit first. The booker authorises us to charge the card used for the booking for anything left over. Any amount still unpaid after 14 days is a debt owed to us, and we may recover it, plus reasonable recovery costs, through the courts.
- What the damage waiver doesn't cover: the waiver covers accidental damage only. The booker pays in full for damage caused on purpose or through carelessness, and for damage from breaking the house rules, such as smoking, parties, pets we haven't agreed to or more guests than booked. The same goes for lost keys or fobs and missing items.
- Lost keys and fobs: £300 for each loss, to cover replacing the locks, keys and fobs.
- Extra cleaning: anything beyond a normal clean is charged at cost, including specialist cleaning after smoking or vaping inside.
- Lost bookings: if damage the booker is responsible for means we can't let the home while it's being repaired, the booker also pays for the nights we lose. That's at the booked rate, or at our advertised rate for nights that weren't booked.
How to cancel or change a booking
- Cancelling: tell us in writing, using the contact details in your booking confirmation. Notice counts from when we receive it. Anything received after 5pm UK time, at a weekend or on a bank holiday counts from the next working day.
- Changing dates: changes are at our discretion and depend on availability. You pay any difference in price. If we can't move your booking, or you ask to change it less than 1 month before check-in, it counts as a cancellation under the table above.
- Refunds: paid back to the card or account you paid with, within 14 working days of your cancellation.
- If we have to cancel: we refund what you paid for the stay. We don't cover any other costs, such as travel.
Refunds don't change if your plans change for reasons outside your control, such as illness, travel disruption or a change at work. We strongly recommend travel insurance that covers cancellation.
Part 2: General
- Who we are: Calbra Stays is a trading name of Calbra Sourcing Limited, registered in England and Wales, company number 17380941. Registered office: 124 City Road, London, United Kingdom, EC1V 2NX.
- Changes to these terms: we may update these terms. The version on our website when you book or sign applies to that booking or agreement.
- Law: these terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute.
