Cancellation & Refund Policy
Cancellation & Refund Policy
Villario · a trading name of Cyridium Ltd · Last updated: 10 July 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; 50% refund if you cancel later than that. |
Strict | 50% refund if you cancel at least 7 days before check-in; no refund after that point. |
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. |
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.com. 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 or the request expires without a response. Once a Host confirms a Booking, the standard cancellation policy in Section 1 applies from that point.
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 either authorised (a hold on your payment method) or charged, depending on how the Host has configured it. If no claim is made against it, it is released after your stay. If the Host submits a claim supported by evidence of damage, contact support@villario.com if you wish to dispute it — deposit disputes are reviewed by Villario support before any capture is finalised.
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.
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.
7. Extraordinary circumstances
Where a stay cannot go ahead for reasons outside either party's control (e.g. the Property becomes uninhabitable, or travel is prevented by a natural disaster or government restriction), Villario may authorise a refund outside the standard policy tiers on a case-by-case basis. Contact support@villario.com with details.
8. How refunds are paid
Approved refunds are returned to the original payment method. We aim to process refunds within 5–10 business days of approval; your bank or card provider may take longer to make the funds available. 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.
9. Disputes
If you disagree with a refund calculation or a damage-deposit claim, contact support@villario.com 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.com