Cancellation Policy

We know plans change, especially with holidays. Our policy is simple, clearly stated and built to balance flexibility for guests with the protection our owners need to run a high-quality short-stay home.

Guest-initiated cancellations

Full refund when you cancel at least 30 days before check-in.
50% refund when you cancel between 14 and 30 days before check-in.
25% refund when you cancel between 7 and 14 days before check-in.
No refund when you cancel within 7 days of check-in.

If a problem occurs during your stay

You may be eligible for a refund outside the cancellation policy if the home, service or experience is significantly different from what was advertised. To request help, contact us within 24 hours of discovering the issue and provide evidence such as photos or videos. We will review every case fairly and respond within 48 hours.

Host-initiated cancellation or major issue

If the property becomes unavailable or is materially different from advertised, we will offer a full refund or help you rebook to another Luna Stays PT property where possible. Any related service fees paid to us are also refunded in this situation.

Refund processing times

All refunds are processed back to the original payment method used at checkout. Bank processing times vary, but most card refunds settle within 5–10 business days in line with Portuguese/European banking timelines. Please contact your card issuer if the funds do not appear after that window.

Cleaning / service issues

If a paid extra service (e.g. daily clean, welcome basket, equipment hire) is not delivered as described, we will refund only that service item once verified.