Cancellation & Refund Policy
Villario · a trading name of Cyridium Ltd · Last updated: 19 September 2026
This policy explains how cancellations and refunds work for Bookings made through Villario. It supplements our Terms of Service.
Booking accommodation for specific dates is not covered by the standard 14-day “cooling-off” right. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Schedule 3, paragraph 12), the statutory right to cancel within 14 days does not apply to contracts for the provision of accommodation where the contract specifies a particular date or period of performance — which describes every Booking made on Villario. Instead, your right to cancel and receive a refund is governed entirely by the Host's cancellation policy, described below, which is shown to you before you pay and locked to your Booking at the moment of confirmation.
1. Host cancellation policies
Every Property has one cancellation policy, set by its Host. Villario supports four policy types:
Policy | Refund terms |
|---|---|
Flexible | Full refund if you cancel at least 24 hours before check-in. |
Moderate | Full refund if you cancel at least 5 days before check-in. Inside that window, a 50% refund applies right up to and including the check-in date itself — there is no further step down to 0% before check-in. Not checking in at all is treated separately; see Section 5. |
Strict | 50% refund if you cancel at least 7 days before check-in; no refund for a cancellation inside that window, including on or after the check-in date itself. |
Custom | The Host defines their own tiers (e.g. 100% refund 14+ days out, 50% 7–14 days out, 0% inside 7 days). The applicable tier is the most restrictive one your cancellation timing still satisfies — for example, with the tiers just given, cancelling 10 days before check-in falls inside the 14-day tier but still satisfies the 7-day tier, so it receives the 50% refund. |
Every cutoff above is measured against the start of your check-in date (00:00 UTC), not a specific arrival time — Bookings on Villario specify a check-in date, not a check-in time. A tier described as, for example, “at least 5 days before check-in” is satisfied by any cancellation before that point, regardless of what time of day you cancel.
The exact policy — including its type and full tier breakdown — is shown on the Property page and again at checkout before you pay. Once your Booking is confirmed, that specific policy is snapshotted to your Booking: if the Host changes their cancellation policy afterwards, it has no effect on Bookings already made.
2. How to cancel
Cancel from your Villario account (Bookings → select the Booking → Cancel) or by contacting support@villario.co.uk. You may optionally provide a reason. Your refund, if any, is calculated automatically against the policy tier that applied at the time of Booking, based on the time between your cancellation and check-in.
3. Pending (Request to Book) reservations
If a Booking was still pending Host confirmation, payment is fully released back to you if the Host declines the request. Most Hosts also configure an automatic response deadline (typically 24–72 hours), after which an unanswered request is automatically confirmed or declined on the Host’s behalf according to their own configured preference — you are fully refunded if that automatic outcome is a decline. Where a Host has not configured an automatic deadline, a request has no fixed expiry and remains pending until the Host responds; you may cancel your own pending request at any time (Bookings → select the Booking → Cancel, as in Section 2). Once a Host confirms a Booking, the standard cancellation policy in Section 1 applies from that point.
Each Host sets a minimum amount of advance notice they require before check-in; you won't be able to submit a request inside that window unless the Host has separately enabled fast-track bookings for shorter-notice stays (shown on the Property page where applicable). A fast-track request that the Host doesn't respond to within their stated response window is automatically confirmed, not declined. By enabling fast-track bookings, a Host agrees in advance to accept a short-notice request they don't get to individually review in time. This differs from the standard pending-request behaviour above, where an unanswered request is declined and refunded.
4. Damage deposits
Where a Property requires a refundable damage deposit, it is shown as a separate line item from the accommodation price and is collected — either authorised (a hold on your payment method) or charged, depending on how the Host has configured it — at the same time as the rest of your Booking payment, not separately closer to check-in.
If no claim is made against it, it is released automatically 14 days after your check-out date by default — a Host may configure a different, longer or shorter window for their Property. If the Host submits a claim supported by evidence of damage before that date, contact support@villario.co.uk if you wish to dispute it — deposit disputes are reviewed by Villario support before any capture is finalised. Villario aims to review most damage-deposit disputes and reach a decision within 5 business days of the dispute being raised; disputes escalated for platform review, which typically involve additional evidence or a more complex disagreement between the parties, may take up to 10 business days. These are target turnaround times, not a guaranteed deadline, and more complex cases may take longer.
5. No-shows
If you do not check in and do not cancel in advance, the Booking is marked as a no-show and is treated as a late cancellation under the applicable policy tier (ordinarily resulting in no refund), unless the Host agrees otherwise.
A no-show does not by itself change how any damage deposit on the Booking is handled: it is released under the same terms described in Section 4 if the Host makes no claim against it, and the Host may still submit a claim against it if damage to the Property is discovered.
6. Cancellations by the Host
If a Host cancels a confirmed Booking, you are entitled to a full refund of the amount paid, including any damage deposit held. Repeated Host-initiated cancellations may result in enforcement action against the Host under our Acceptable Use Policy.
This does not apply to a cancellation made because a Guest has not submitted identification required by local law ahead of check-in (see our Host Agreement, Section 5, and Guest ID Data Processing Agreement) — the Guest is still entitled to a full refund, but this cancellation ground is not counted toward enforcement action against the Host under the Acceptable Use Policy.
7. Extraordinary circumstances
Where a stay cannot go ahead for reasons outside either party's control, Villario may authorise a refund outside the standard policy tiers on a case-by-case basis. Examples include (without limitation): the Property becomes uninhabitable or unsafe; severe weather or a natural disaster affects the Property's area; a government travel ban, border closure, or public-health restriction prevents the stay; or a similarly significant event outside your or the Host's control.
Contact support@villario.co.uk with details. We will normally ask for supporting evidence (for example, an official notice, news coverage, or correspondence confirming the circumstances) before authorising a refund on this ground.
8. How refunds are paid
Approved refunds are returned to the original payment method. Villario issues the refund to our payment provider immediately once a cancellation is approved — we do not hold or batch refunds. The 5–10 business days you may see quoted elsewhere for a refund is your bank or card provider's own time to post the funds back to your account once they receive it from us, not additional processing time on Villario's side; we have no control over how quickly your bank or card provider completes that step. Where a Booking was paid in a display currency different from the Property's listed currency, the refund is calculated using the exchange rate that was locked to your Booking at the time of payment, not the rate on the day of the refund.
If your payment method (card or bank account) is denominated in a currency other than the Property's listed currency, your card issuer or bank — not Villario — applies its own exchange rate to convert both the original charge and any refund, including a returned damage deposit. That rate can differ between the time of booking and the time a refund is issued, so the amount credited to you in your own currency may be higher or lower than the amount you originally paid, even though Villario refunds the exact amount charged in the Property's listed currency. Villario is not responsible for, and has no control over, exchange rates applied by your card issuer or bank.
9. Disputes
If you disagree with a refund calculation or a damage-deposit claim, contact support@villario.co.uk with your Booking reference. Unresolved disputes may be escalated to a Villario administrator for a final decision.
10. Contact
Cyridium Ltd, trading as Villario
19 Brambles Crescent, Blythe Valley, Solihull, B90 8DJ
Email: support@villario.co.uk