Cancellation & Refund Policy

How it works

Every property on Galloway Getaways has a cancellation policy, chosen by the host — one of the five below. You can see which one applies before you book, and the date your free cancellation period ends is shown on your booking confirmation.

The policies

What is and isn't refunded

• Cleaning fees come back in full whenever you cancel under any of the policies above, because the clean does not take place. The one exception is a non-refundable booking (below), where nothing is refunded.
• We don't keep anything out of your refund. There is no guest service fee — you never paid one. Whatever the policy above gives back is what reaches your card.
• Refunds are returned to the card you paid with. Depending on your bank, this usually takes 5 to 10 working days to appear.

Non-refundable bookings

Some hosts offer a cheaper, non-refundable rate alongside the standard one. Where a host offers it, you choose at checkout: the standard rate, which follows the host's cancellation policy above, or the non-refundable rate, which is about 10% less.

If you choose the non-refundable rate, you pay less now but get no refund at all if you cancel — not the stay, and not the cleaning fee. If your host cancels, or a major disruptive event stops your stay, you still get everything back. Your choice is shown before you pay and recorded on your booking.

If the host cancels

If a host cancels a confirmed booking, you receive a full refund including all fees. We will also help you find alternative accommodation where we can.

Guest experiences

Experiences you book around your stay — a chef, a sauna, a cake, a photographer and the like — are provided by third-party providers, and we take the payment on the provider's behalf. You can cancel an experience free of charge up to 48 hours before it is due. Inside that window a refund is at the provider's discretion. A provider may refund a confirmed booking at any time; where they do, the full amount is returned to your card.

Tradespeople

When we introduce you to a tradesperson, the job is arranged and paid for directly between you and them. No money for the work passes through Galloway Getaways, so cancellation and any refund for a job are matters between you and the tradesperson.

Major disruptive events

A major disruptive event is something official that stops a stay going ahead. Only these count:

• a government travel restriction that stops you travelling to or staying at the property
• an evacuation of the property or the area around it
• police or the council closing access to the property
• a widespread loss of power or water at the property

If one of these stops your stay, message your host and ask them to cancel. When your host cancels for a major disruptive event, you get back everything you have paid, and your host pays no cancellation fee.

Weather warnings don't count on their own, whatever their colour, red included. Winter weather is something to expect in Dumfries & Galloway, so a booking affected by it follows the listing's cancellation policy. Your host can choose to give back more than the policy does. Any extra refund is up to them and comes out of their payout.

How to cancel

Sign in, go to Your trips, open the booking and choose to cancel. The refund due is shown before you confirm. If you have trouble, email support@gallowaygetaways.co.uk.

Your legal rights

Holiday accommodation booked for a specific date is exempt from the 14-day cancellation right that applies to most online purchases, under the Consumer Contracts Regulations 2013. The policies above are what apply instead. Nothing here affects your other rights under UK consumer law.

Questions

Email support@gallowaygetaways.co.uk and we will come back to you.