Cancellation Policy
The refund templates and rules that govern cancellations.
The document “Cancellation Policy” is shown in English, which is the binding version. Bulgarian translation
This Cancellation Policy is drawn up in English, and the English text is the only authentic version. A Bulgarian translation is provided for convenience; in the event of any discrepancy, the English text prevails. Neither that translation nor any other, including an automatic translation by your browser, has legal effect of its own. This does not derogate from any mandatory rule of law on the language in which information must be provided to you.
Ostany
Version: 1.1
Effective date: [date]
This Policy forms an integral part of the Guest Terms and of the Host Terms. It describes the three standard cancellation templates, the cancellation procedure, and the cases in which the Platform's rules take precedence.
Important: for a Booking of accommodation on specific dates, the 14-day right of withdrawal under Article 50 of the Bulgarian Consumer Protection Act (Zakon za zashtita na potrebitelite, "CPA") does not apply, pursuant to Article 57(12) CPA. Your ability to terminate a Booking is governed entirely by this Policy, which is contractual in nature.
1. How the applicable policy is determined
(1) Each Listing has exactly one applicable Cancellation Policy, selected by the Host.
(2) The Host selects one of the three standard templates under Section 2 or sets its own terms, subject to the restrictions under Section 3.
(3) The applicable policy is displayed to the Guest before the Booking is confirmed and forms part of the contract between the Guest and the Host.
(4) Legal characterisation. The standard templates are model terms offered by the Platform. By selecting them, the Host accepts them and they bind the Host and the Guest. The Platform is not a party to them; it is responsible for displaying and applying them correctly.
(5) The applicable policy is determined as at the moment of booking and does not change upon any subsequent amendment of this Policy.
2. Standard templates
All time periods are counted in the local time of the Property. The decisive moment is the moment at which the cancellation is submitted through the Platform.
2.1. Flexible
| When you cancel | Refund |
| 24 hours or more before the check-in time | 100 % of the accommodation price and of the mandatory fees |
| Less than 24 hours before check-in | The first night is non-refundable; the remaining nights are refunded 100 % |
| After check-in | The unused nights, counting from the following night, are refunded 100 % |
2.2. Moderate
| When you cancel | Refund |
| 5 days or more before the check-in time | 100 % |
| Less than 5 days but not less than 24 hours before check-in | 50 % |
| Less than 24 hours before check-in | 0 % |
| After check-in | The unused nights, counting from the following night, are refunded 50 % |
2.3. Strict
| When you cancel | Refund |
| Within 24 hours of the moment of booking, irrespective of the time remaining until check-in, but no later than the start of the stay | 100 % |
| 14 days or more before check-in (outside the case above) | 50 % |
| Less than 14 days before check-in | 0 % |
| After check-in | 0 % |
The 24-hour window applies unconditionally and is intended to allow the correction of a Booking that was manifestly made in error.
3. The Host's own terms
(1) The Host may set its own cancellation terms.
(2) The Host's own terms may not:
be less favourable to the Guest than the Strict policy;
exclude or limit the Guest's rights under Sections 5 and 6;
provide for a penalty exceeding the price of the Booking;
make cancellation conditional upon conditions that depend solely on the will of the Host.
(3) Terms in breach of paragraph 2 do not apply and the Moderate policy applies in their place.
4. Fees
| Fee | Cancellation by the Guest | Cancellation by the Host without grounds | Where grounds under Sections 5–6 apply |
| Accommodation price | According to the applicable policy | 100 % refund | 100 % refund |
| Mandatory Host fees (cleaning, etc.) | According to the applicable policy | 100 % refund | 100 % refund |
| Tourist tax under the Bulgarian Local Taxes and Fees Act (Zakon za mestnite danatsi i taksi) | Not collected or refunded by the Platform (see below the table) | Not collected or refunded by the Platform (see below the table) | Not collected or refunded by the Platform (see below the table) |
| *Τέλος Ανθεκτικότητας στην Κλιματική Κρίση (Τ.Α.Κ.Κ. / Telos Anthektikotitas stin Klimatiki Krisi, the Greek Climate Crisis Resilience Fee)* | Not collected or refunded by the Platform (see below the table) | Not collected or refunded by the Platform (see below the table) | Not collected or refunded by the Platform (see below the table) |
| Guest Service Fee (where charged under a previous version of the Fee Schedule; currently 0) | Refunded proportionately to the refunded part of the price | 100 % refund | 100 % refund |
The Platform does not collect, charge or refund the tourist tax, the Τ.Α.Κ.Κ. or any equivalent tax or levy: they are owed or collected by the Host, who alone is responsible for them (Article 30 of the Guest Terms; Article 28(3) of the Host Terms). Where the Host has included an amount for such a tax in the accommodation price it sets, that amount is refunded as part of the accommodation price, in accordance with the row "Accommodation price"; where the Guest paid the tax to the Host on site, any refund of it is a matter between the Guest and the Host.
Upon cancellation, the Host reflects this in the Δήλωση Βραχυχρόνιας Διαμονής (Dilosi Vrachychronias Diamonis, the Greek Short-Term Stay Declaration) by the 20th day of the month of the cancellation.
The Service Fee is refunded in accordance with Article 17 of the Guest Terms. The Platform may also refund it in full in other cases, where the Host has approved the cancellation or where there is a valid reason for it.
5. Booking Issue
(1) A Booking Issue exists where:
the Host does not admit the Guest to the Property, or access is materially impeded for a reason for which the Host is responsible;
the Property is materially different from the description in the Listing, as to location, number of rooms or beds, type of accommodation, or the availability of essential amenities;
the Property is unfit for use for its intended purpose: lack of electricity, water, heating or cooling in the relevant season, defective sanitary facilities, contamination posing a health risk, or the presence of pests;
persons who are not part of the Booking are present at the Property without this having been disclosed;
an undisclosed video surveillance or audio recording device, or a monitoring device in an interior room, is found at the Property.
(2) Deadline. The Guest must notify the Platform within 24 hours of check-in or of becoming aware of the issue, together with evidence: photographs or video with a verifiable date, and written communication with the Host.
(3) The Platform grants the Host a period of 24 hours to submit its position and issues a reasoned decision within 72 hours.
(4) Consequences where the report is upheld:
| Severity of the non-conformity | Consequence |
| An undisclosed video surveillance or audio recording device, or a monitoring device in an interior room (the cases under paragraph 1, item 5) | Always a full refund, irrespective of the other criteria, together with assistance with relocation |
| Stay impossible altogether | Assistance with relocation to a comparable Property or a full refund, at the Guest's choice |
| Material non-conformity, but the stay is possible | A partial refund proportionate to the non-conformity, or a refund of the unused nights upon departure |
| Non-material non-conformity | Compensation at discretion, as agreed between the parties |
(5) In the event of relocation, the Platform covers the price difference up to 20 % of the accommodation price under the cancelled Booking, but not more than EUR 200.
(6) Amounts refunded to the Guest are set off against the Payouts to the Host in accordance with the Host Terms.
6. Extenuating Circumstances
(1) The Booking may be cancelled without penalty by either party, with a full refund of the Total Price, where, after the moment of booking, an unforeseeable and insurmountable circumstance occurs that makes the stay impossible or unlawful or creates a serious safety risk, namely:
a natural disaster declared by a competent authority and affecting the destination;
an officially declared state of emergency or state of emergency epidemic situation affecting the destination;
a travel ban or restriction imposed by a competent authority and preventing travel to the destination;
an interruption of the principal transport connections to the destination for the entire period of the stay;
hostilities, civil unrest or an act of terrorism in the destination;
an interruption of essential utility services in the destination for the entire period of the stay;
the death or serious illness of the Guest or of a member of the Guest's immediate family, evidenced by a document;
the imposition by a competent authority of a ban on the short-term letting of the Property, or the deletion of its Registration Number, occurring after the moment of booking and without fault on the part of the Guest.
(2) The following are not Extenuating Circumstances: a change of plans; financial difficulties; a decision not to travel due to concern, in the absence of a ban imposed by an authority; failure to obtain a visa, except where the delay is attributable to an authority and is evidenced; adverse weather conditions that have not resulted in a disaster or in an interruption of transport; a cancelled flight where alternative transport is practically available.
(3) Deadline. The notification is submitted through the Platform no later than the start of the stay and, in the case of circumstances arising during the stay, within 24 hours of their occurrence. A document from a competent authority or other verifiable evidence is required.
(4) The Platform issues a reasoned decision within 72 hours.
7. Precedence of the Platform's rules
(1) Sections 5 and 6 take precedence over the applicable Cancellation Policy in the cases they govern. The Host accepts this upon accepting the Host Terms.
(2) Outside those cases, the applicable Cancellation Policy applies in full.
8. Cancellation by the Host
(1) The Host is not entitled to cancel a confirmed Booking without valid cause.
(2) Valid cause exists only in the case of: a circumstance under Section 6; an objective impossibility to provide the Property, arising without fault on the part of the Host; or a reasonable suspicion of fraud or of a breach of the Guest Terms by the Guest. The Host Terms shall be interpreted in accordance with this provision.
(3) In the event of a cancellation without valid cause, the Guest receives a full refund of the Total Price, including the Service Fee, and assistance with relocation. The Host owes a penalty under the Host Terms.
9. How to cancel
(1) Cancellation is effected only through the Platform, from your account. A cancellation agreement reached outside the Platform has no effect under this Policy.
(2) Upon submission, you receive a confirmation stating the exact moment of the cancellation and a breakdown of the refundable amount.
(3) The refund is initiated without undue delay and no later than 5 business days, using the same payment instrument.
10. Appeals
(1) A decision under Sections 5, 6 or 8 may be appealed via [link] within 30 days of its notification. That period does not limit your right to appeal against the same decision through the internal complaint-handling system within the six-month period under Article 42 of the Guest Terms, or Article 45 of the Host Terms respectively.
(2) The appeal is reviewed by a member of staff, not solely by automated means, and is decided within 14 days.
(3) The Platform's decisions do not affect the contractual and statutory rights of the parties, including the right to judicial protection and the consumer's right to refer the matter to a conciliation commission with the Commission for Consumer Protection.
(4) The rights under this Section are also reflected in Article 27(6) of the Guest Terms and in Article 35(3) of the Host Terms.