StayNam

Refund Policy

1. Overview.

This Refund Policy outlines the terms and conditions for cancellations and refunds on StayNam. We understand that travel plans can change, and we strive to provide fair and transparent refund options for our guests while protecting the interests of our accommodation hosts.

By making a booking through our platform, you agree to the cancellation and refund terms specified for your reservation, which may vary depending on the property and the cancellation policy selected by the host.

2. Cancellation Policies.

Each property on StayNam operates under one of the following cancellation policies. The applicable policy will be clearly displayed on the property listing and in your booking confirmation.

2.1 Flexible Policy.

  • Full Refund: Cancel at least 24 hours before check-in for a full refund
  • 50% Refund: Cancel within 24 hours of check-in but before check-in time
  • No Refund: Cancel after check-in time or no-show

2.2 Moderate Policy.

  • Full Refund: Cancel at least 5 days before check-in
  • 50% Refund: Cancel between 5 days and 24 hours before check-in
  • No Refund: Cancel within 24 hours of check-in or no-show

2.3 Strict Policy.

  • Full Refund: Cancel at least 14 days before check-in
  • 50% Refund: Cancel between 14 and 7 days before check-in
  • No Refund: Cancel within 7 days of check-in or no-show

2.4 Non-Refundable Policy.

Some properties offer discounted rates with a non-refundable policy. These bookings cannot be cancelled or modified, and no refund will be issued under any circumstances, except where required by law.

3. Service Fees and Taxes.

When you cancel a booking, the following applies to service fees and taxes:

  • Service Fees: Guest service fees are refundable only if you cancel within 48 hours of booking and at least 14 days before check-in. After this period, service fees are non-refundable.
  • Taxes: Accommodation taxes and other government-mandated fees are refunded according to the cancellation policy of the property.

4. How to Cancel a Booking.

To cancel a booking and request a refund:

  1. Log in to your StayNam account
  2. Navigate to "My Bookings" or "Trips"
  3. Select the reservation you wish to cancel
  4. Click "Cancel Reservation"
  5. Follow the prompts to complete the cancellation process
  6. You will receive a cancellation confirmation email with refund details

The cancellation will be effective immediately, and any applicable refund will be processed according to the timeline specified in Section 5 below.

5. Refund Processing Time.

Once your cancellation is confirmed and approved:

  • Refunds are typically processed within 5-10 business days
  • The refund will be issued to the original payment method used for booking
  • Depending on your financial institution, it may take an additional 3-5 business days for the refund to appear in your account
  • You will receive an email notification when the refund has been processed

If you have not received your refund within the expected timeframe, please contact our support team at support@staynam.com.

6. Extenuating Circumstances.

We understand that unforeseen events may prevent you from completing your trip. In cases of extenuating circumstances, we may provide exceptions to the standard cancellation policy. Extenuating circumstances include:

  • Serious illness or injury requiring immediate medical attention
  • Death of a guest, immediate family member, or traveling companion
  • Government-mandated travel restrictions or quarantine orders
  • Natural disasters, severe weather, or other force majeure events affecting the property or preventing travel
  • Jury duty, court appearances, or military deployment

To request a refund under extenuating circumstances, you must:

  • Contact our support team within 14 days of the incident
  • Provide documentation supporting your claim (medical certificates, death certificates, government orders, etc.)
  • Submit your request before or within a reasonable timeframe after the check-in date

StayNam reserves the right to review and approve or deny refund requests based on extenuating circumstances at its sole discretion.

7. Host-Initiated Cancellations.

If a host cancels your confirmed reservation:

  • You will receive a full refund, including all service fees and taxes
  • You will be notified immediately via email and account notification
  • Our support team will assist you in finding alternative accommodations
  • In some cases, you may be eligible for additional compensation or booking credits

Host cancellations are taken seriously and may result in penalties for the host, including loss of Superhost status and account suspension.

8. Modification of Bookings.

If you need to modify your booking (change dates, number of guests, etc.) instead of cancelling:

  • Contact the host directly through the StayNam messaging system
  • If the host agrees, they can send you a modification request with updated pricing
  • You can accept or decline the modification offer
  • If a modification is not possible, you may proceed with a cancellation according to the applicable policy

9. Property Issues and Disputes.

If you encounter issues with the property upon arrival (cleanliness, safety concerns, significant misrepresentation, etc.):

  • Document the issue with photos and detailed descriptions
  • Contact the host immediately to attempt to resolve the issue
  • If the issue cannot be resolved, contact StayNam support within 24 hours of check-in
  • Our team will review your case and may offer a partial or full refund, alternative accommodation, or booking credit

Refund requests submitted more than 24 hours after check-in may not be eligible for consideration.

10. Long-Term Stay Cancellations.

For bookings of 28 nights or longer, special cancellation terms apply:

  • First month's payment is non-refundable once the reservation is confirmed
  • You may cancel at any time with 30 days' notice
  • If you cancel mid-stay, you must provide 30 days' notice, and will be charged for the next 30 days or the remainder of the reservation, whichever is shorter
  • Unused nights beyond the notice period will be refunded

11. No-Show Policy.

If you do not check in to your reservation and do not cancel in accordance with the cancellation policy, you will be charged for the full amount of the reservation. No refunds will be provided for no-shows. If you know you will not be able to make your reservation, please cancel as early as possible to maximize your refund eligibility.

12. Guest Responsibilities.

Guests are responsible for:

  • Reviewing and understanding the cancellation policy before booking
  • Ensuring travel documents (passports, visas) are valid and obtained in time
  • Purchasing travel insurance if desired
  • Initiating cancellations before the applicable deadline
  • Any property damages or violations of house rules, which may result in additional charges

13. Changes to This Refund Policy.

StayNam reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of the platform after changes are posted constitutes acceptance of the modified policy. However, cancellations will be governed by the policy in effect at the time of booking.

Last Updated: February, 2026

14. Contact Us.

If you have questions about our Refund Policy, need assistance with a cancellation, or wish to request a refund under extenuating circumstances, please contact us:

Email: info@staynam.com

Phone: +264 81 234-5678

Address: 44 That Street, Windhoek