Cancellation and Refund Policy
Last Updated: June 2026
This Cancellation and Refund Policy forms part of the Terms and Conditions of RSAAS Lets Ltd trading as Fiveway Apartments (“Fiveway Apartments”, “we”, “us”, or “our”).
By making a booking, you agree to this policy.
1. Scope of this Policy
This policy applies to:
Direct bookings made through the Fiveway Apartments website;
Direct bookings made by telephone, email, invoice, or bank transfer.
Bookings made through third-party booking platforms are subject to Section 8 of this policy.
2. Deposits and Balance Payments
Unless otherwise stated at the time of booking:
A non-refundable deposit equal to 20% of the total booking value is required to secure a reservation.
The remaining balance is due 14 days before arrival.
Where a booking is made within 14 days of arrival, full payment is required at the time of booking.
Failure to pay the balance by the due date may result in cancellation of the booking.
3. Cooling-Off Rights
Under the Consumer Contracts Regulations 2013, accommodation bookings for specific dates are exempt from the standard 14-day cooling-off period.
Once a booking has been confirmed, the cancellation terms set out in this policy apply.
4. Guest Cancellations – Direct Bookings
All cancellation requests must be submitted in writing by email to:
hello@fivewayapartments.co.uk
The cancellation will take effect on the date we receive the request.
More than 14 days before arrival
Where cancellation is received more than 14 days before the scheduled arrival date:
The booking will be cancelled.
Any balance payments already received will be refunded.
The 20% deposit remains non-refundable.
14 days or fewer before arrival
Where cancellation is received 14 days or fewer before arrival:
The full booking value becomes payable.
No refund will be due.
This reflects the limited opportunity available to re-let accommodation at short notice.
5. Early Departures and Reduced Stays
If a guest:
Arrives later than planned;
Departs earlier than planned; or
Chooses not to use part of the booked accommodation period,
the booking will be treated as fully consumed and no refund will be due.
6. No-Shows
Failure to arrive without notifying us (“No Show”) will be treated as a cancellation on the scheduled arrival date.
No refund will be payable.
7. Changes to Dates or Accommodation
We understand that plans sometimes change and will consider reasonable requests to amend bookings.
Date Changes
Requests to change arrival dates, departure dates, or accommodation type:
Must be made in writing;
Are subject to availability;
Are not guaranteed.
Where approved:
The booking price may increase or decrease based on prevailing rates;
Any price difference must be paid before the change is confirmed;
Any reduction in booking value may be credited or refunded at our discretion.
Administration Fee
We reserve the right to charge a reasonable administration fee of up to £25 for processing booking amendments.
Any applicable fee will be disclosed before the amendment is confirmed.
Multiple Changes
Repeated amendment requests may be treated as a cancellation and rebooking at our discretion.
8. Third-Party Booking Platforms
Where a booking is made through a third-party platform, including but not limited to:
Booking.com
Expedia
Airbnb
Sykes Holiday Cottages
Vrbo
Any travel agent or online travel agency
The cancellation, refund, amendment, and payment terms applicable to that booking will be determined by the policy selected and displayed through the relevant platform at the time of booking.
Fiveway Apartments is not responsible for:
Platform service fees;
Commission charges;
Processing fees;
Additional cancellation restrictions imposed by the platform.
Guests should consult the booking platform directly regarding cancellation and refund rights.
9. Refund Processing
Where a refund is due:
Refunds will normally be processed to the original payment method used for the booking.
Refunds are typically processed within 30 days of confirmation.
Processing times may vary depending on banks and payment providers.
Any non-refundable third-party transaction fees incurred by payment processors may be deducted where permitted by law and disclosed at the time of booking.
10. Force Majeure
We shall not be liable for failure to perform our obligations where such failure results from circumstances beyond our reasonable control.
Examples include:
Severe weather events;
Flooding;
Fire;
Utility failures;
Natural disasters;
Epidemics or pandemics;
Government restrictions;
Civil unrest;
Industrial disputes;
Acts of terrorism;
Closure of transport networks.
Where a Force Majeure event affects a booking, we will assess the circumstances and may, at our sole discretion:
Offer alternative dates;
Offer alternative accommodation where available;
Issue a credit voucher;
Provide a full or partial refund.
The remedy offered will depend upon the nature of the event, the timing of the cancellation, recoverable costs, and applicable legal obligations.
Nothing in this clause affects any rights you may have under consumer protection legislation.
11. Cancellations by Fiveway Apartments
In the unlikely event that we are unable to honour a confirmed booking for reasons within our control, we may:
Offer comparable alternative accommodation (where available); or
Provide a full refund of monies paid for the affected accommodation.
Our liability shall not extend to:
Travel expenses;
Alternative accommodation booked independently;
Loss of enjoyment;
Indirect or consequential losses,
except where such liability cannot lawfully be excluded.
Nothing in this policy limits any statutory rights available to consumers.
12. Travel Insurance
We strongly recommend that guests obtain appropriate travel insurance at the time of booking. Travel insurance may provide protection against:
Illness;
Injury;
Travel disruption;
Severe weather;
Personal emergencies;
Cancellation costs.
Guests remain responsible for cancellation charges arising under this policy regardless of whether insurance is held.
13. Consumer Rights

Nothing in this policy affects your statutory rights under applicable consumer protection laws, including the Consumer Rights Act 2015.