Cancellation Policy

Guests may cancel eligible bookings before check-in from the booking details page.

Cancelling releases the reserved dates for other guests. A cancelled booking cannot be restored from the guest dashboard.

Refund handling depends on payment status, the time since payment was submitted or confirmed, and how close the booking is to check-in.

If no payment has been submitted or approved, the cancellation is closed with no refund needed.

If payment proof is submitted but not yet verified, StayPrimePH support or an authorized reviewer must confirm whether money was received before closing or refunding the payment.

If a paid or partially paid booking is cancelled within 24 hours after payment and more than 48 hours before check-in, the paid amount is recommended for full refund review.

If cancellation happens just after the first day and the stay is still at least 7 days away, the paid amount is recommended for full refund review.

If cancellation happens 2 to 3 days after payment and more than 72 hours before check-in, 50% of the paid amount is recommended for refund review.

If cancellation happens 4 to 5 days after payment, StayPrimePH reviews host impact, check-in timing, and any exception before deciding the refund.

If cancellation happens within 48 hours of check-in or more than 5 days after payment, no refund is recommended by default unless support approves an exception.

For partially paid bookings, refund recommendations apply only to the amount already received, not to the unpaid remaining balance.

If the remaining balance is paid later online or in cash at check-in, the payment status may be updated by the host or platform reviewer according to the verified amount received.

Hosts and guests should keep payment references, receipts, and balance-payment notes available in case support needs to review the booking.

Hosts should avoid cancelling confirmed stays unless there is a legitimate safety, emergency, or availability issue.

Admin review may be required when cancellations create guest harm or repeated reliability problems.

Hosts may be asked to provide supporting details, update availability, or help StayPrimePH support the affected guest.

Date changes, guest-count changes, and booking modifications depend on listing availability, host approval, and any price difference.

Safety incidents, verified emergencies, duplicate charges, failed payments, payment-provider errors, or platform errors may be reviewed separately from the standard cancellation flow.

StayPrimePH support may request evidence before changing a booking, issuing a refund, or reversing a cancellation decision.

Approved refunds may take additional time depending on the payment provider, bank, card network, wallet, or original payment method.

StayPrimePH is operated by Livewise Construction, trading as stayprimeph, in the Philippines.

Business address: 2nd Floor block 1 lot 5 Congressional Road Rainbow Subdivision Bagungbong Caloocan, Caloocan, Philippines, 1421.

Support email: support@stayprimeph.com. Privacy and data requests: privacy@stayprimeph.com. Phone: 0956 673 9577.