Refund Policy

Last Updated: January 2026

At Brockbnb, we aim to make your booking experience straightforward and fair. This Refund Policy explains when and how refunds are issued for bookings made directly through our website. It works alongside our full Booking Terms and Conditions, which you agree to upon booking. This policy complies with the Consumer Rights Act 2015 and UK consumer protection laws.

Guest-Initiated Cancellations

Refunds depend on when you cancel relative to your check-in time. All cancellations must be made in writing via email or our contact form.

24+ hours before check-in: 100% (minus £5 admin fee per night) E.g., 5-night booking = £25 fee. Processed within 14 working days.
Less than 24 hours before check-in: 0%Full booking cost forfeited. No refund issued.
Non-refundable bookings: Clearly marked at booking; no changes or refunds.

Rebooking credit

If we re-let your dates, we'll refund everything minus the admin fee, regardless of timing.

Method: Refunds

Issued to original payment method. Bank transfers take 3-5 working days.

Host-Initiated Cancellations

We'll only cancel in exceptional cases and provide a full refund (no fees) plus alternatives where possible:

Property uninhabitable (e.g., damage, utilities failure).
Government restrictions (e.g., lockdowns).
Serious safety issues.

We'll notify you ASAP and offer rebooking or similar dates at no extra cost.

Faulty Accommodation or Services

Under the Consumer Rights Act 2015, if the property doesn't match its description, isn't of satisfactory quality, or services lack reasonable care:

Within first 30 days: Full refund or remedy (e.g., repair, alternative stay).
After 30 days: Partial refund proportional to shortfall, after one chance to fix.

Report issues immediately during your stay. We'll investigate and resolve promptly. Major issues (e.g., no heating) may qualify for immediate refund/relocation.

Extraordinary Circumstances

Full refunds (no fees) if:

Force majeure (e.g., natural disasters, pandemics).
Significant changes to property (e.g., major renovations not disclosed).

How to Request a Refund

Contact us with booking reference, cancellation reason, and date.
We'll confirm within 24 hours and process eligible refunds within 14 days.

No Automatic Right to Cancel

Unlike goods, accommodation bookings are services without a 14-day cooling-off period under distance selling rules. Your statutory rights remain protected.publishing.

Exclusions

No refunds for early departure, weather, personal circumstances, or dissatisfaction without fault.
Travel insurance recommended for flexibility.

Questions? Use our contact form. We resolve disputes amicably first.