Refund & Cancellation Policy

1. Scope

Applies to accommodation bookings managed by COSTAKEY as service provider. See our Terms & Conditions for general conditions.

2. Who processes refunds

Booking amounts are paid to COSTAKEY. Stripe is only the payment processor. Financial refunds are made by COSTAKEY via Stripe refund or, in exceptional agreed cases, bank transfer.

3. Right of withdrawal (EU consumers)

For distance contracts, consumers generally have 14 days to withdraw. However, under Spanish RDL 1/2007 Art. 103(l) and EU Directive 2011/83/UE, there is no right of withdrawal for accommodation services on specific dates or defined periods.

Therefore, a free 14-day cancellation without reason does not apply to fixed check-in dates, unless expressly stated on the property page.

4. Cancellation policy per booking

Before payment, you can see the policy for that property. Unless otherwise stated, these reference tiers apply:

• Flexible: free cancellation up to 7 days before check-in; thereafter 50% of total price.
• Moderate: free up to 14 days before; 14–7 days 50%; less than 7 days non-refundable.
• Strict: free up to 30 days before; thereafter non-refundable except proven force majeure.

5. How to request cancellation or refund

Email info@costakey.life or legal@costakey.life with booking reference (UUID), name, dates and reason. Account holders may also contact support via “My bookings”.

COSTAKEY will confirm in writing whether a full refund, partial refund or date change applies.

6. Refund timing

Once approved, COSTAKEY processes the refund within 14 calendar days. Your card may take an additional 5–10 business days depending on your bank and Stripe.

7. No-refund cases

Unless required by law or agreed by COSTAKEY, no refund when:

• No-show without notice within the applicable policy window.
• House rules breach (parties, over-occupancy, unlawful activity) leading to termination of stay.
• Cancellation outside the flexible/moderate/strict window for that booking.
• Stay fully or partly used, except serious fault attributable to COSTAKEY.

8. Date changes

Date changes are not automatic refunds; they depend on availability. If rebooking is impossible, the cancellation policy in force at request time applies.

9. Force majeure

Exceptional events (natural disaster, administrative closure, travel bans) may qualify for rescheduling or proportional refund after review. Personal reasons (visa refusal, change of plans) are not covered unless covered by the guest’s own insurance.

10. Complaints and chargebacks

Contact COSTAKEY before initiating a chargeback. Unfounded chargebacks may affect future bookings.

EU consumers: ODR platform.

11. Contact

COSTAKEY — Av. País Valenciano, 17, 03140 Guardamar del Segura, Alicante, Spain
Cancellations & refunds: info@costakey.life · legal@costakey.life
Mon–Fri 9:00–18:00 (CET/CEST)