Cancellation Policy
Last updated: 15 – 2 – 2025
1. Scope of This Policy
This Cancellation Policy applies to all bookings made through the MidStay-canary.com platform, operated by MAJA Living SL, in the Canary Islands.
By confirming a booking, tenants and property owners agree to the terms described below.
2. General Principles
- MidStay-canary.com operates as an intermediary platform.
- Cancellation conditions are defined at platform level and apply uniformly unless otherwise stated.
- Refunds are not automatic and are processed manually.
- All cancellation requests are subject to administrative review.
- MidStay-canary.com provides administrative assistance but does not act as the contractual decision-maker.
3. Tenant Cancellations
3.1 Cancellation before check-in
If a tenant cancels a booking before the check-in date, the following rules apply:
a) More than 30 days before check-in
The tenant is eligible for a full refund of amounts paid, excluding:
- platform service fees (if applicable),
- non-refundable payment processing fees charged by third-party providers.
b) Between 30 and 14 days before check-in
The tenant may be eligible for a partial refund.
As a general rule, approximately 50% of the rental amount may be refunded.
The final refunded amount is determined based on:
- booking conditions,
- administrative costs,
- impact on the property owner.
c) Less than 14 days before check-in
No refund is guaranteed.
Any refund granted is exceptional and subject to administrative review.
Platform service fees are non-refundable.
3.2 Cancellation after check-in
Once the stay has started:
a) First 30 days of the stay
- The first 30 days are non-refundable.
- This applies even if the tenant leaves the property early.
This rule reflects the nature of medium-term rentals and protects property owners from short stays booked under longer-term conditions.
b) After the first 30 days
Refunds for unused nights may be considered only if:
- sufficient advance notice is given (30 days),
- the request is reviewed manually,
- the property owner agrees.
4. Owner Cancellations
Property owners are expected to honor confirmed bookings.
If an owner cancels a confirmed booking:
- The tenant may be entitled to a full refund of all amounts paid.
- MidStay-canary.com may take appropriate administrative actions, including:
- removing or suspending the listing,
- restricting future bookings,
- other measures deemed necessary to protect the platform.
5. Security Deposits
- Security deposits (if applicable) are separate from rental payments.
- Deposit handling terms are defined by the property owner.
- Deposits are handled manually and outside automated escrow systems.
MidStay-canary.com does not hold deposits in escrow unless explicitly stated.
6. How to Cancel a Booking
- Tenants may request cancellation by contacting MidStay-canary.com support: contact@midstay-canary.com
- The effective cancellation date is the date the request is received by MidStay-canary.com.
- Confirmation of cancellation will be sent by email once processing is completed.
7. Refund Processing
- All refunds are processed manually and require 7 business days to be processed.
- Refund timelines depend on:
- administrative review,
- payment provider processing times (Stripe, PayPal, etc.).
8. Exceptional Circumstances
In exceptional situations (e.g. serious illness, force majeure), MidStay-canary.com may assist in facilitating communication between tenant and owner.
Any refund granted under exceptional circumstances:
- is not automatic,
- does not create a precedent,
- is handled on a case-by-case basis.
9. Platform Role Disclaimer
MidStay-canary.com:
- does not adjudicate disputes between owners and tenants,
- does not guarantee refunds,
- does not assume responsibility for losses incurred due to cancellations.
10. Changes to This Policy
MidStay-canary.com reserves the right to update this Cancellation Policy at any time.
The version applicable to a booking is the one in effect at the time of booking confirmation.