If your plans change

Cancellation terms are set per house and per rate. The policy covering your stay is named on the property page as soon as you have picked dates, and again on the checkout page above the card field — always before you pay, never after.

Your confirmation email names it too. If you are not sure which one you booked under, send us your reservation code and we will tell you the exact dates and amounts in writing.

These are the policies in use across our houses and what each one returns:

Cancel more than 30 days before your arrival date and you are refunded in full. Cancel 30 days or fewer before arrival and the stay is non-refundable: the full amount is retained. The 30 days are counted back from your check-in date.

Where a refund is due it is calculated on the accommodation total. Amounts already paid to third parties on your behalf — and any payment processing already incurred — are set out in the schedule above rather than deducted quietly afterwards.

Tell us. There is no form and no cancellation button, on purpose: a cancellation is a conversation with the team who has your dates, and it takes one message.

• Message us on WhatsApp or email us with your reservation code and the name the booking is under.
• We confirm the cancellation, and the refund amount, in writing before anything is processed.
• The clock stops when your message reaches us, not when we reply. Costa Rica is UTC−6 and a message sent overnight is treated as arriving when you sent it.

Refunds go back to the card that paid, through MG MGMT LLC. We cannot send a refund to a different card or by any other route — that is a rule of the card networks, not a preference of ours.

We issue refunds within a few working days of confirming them. How long it then takes to appear is your bank’s decision, and five to ten working days is normal. It can look slower on a credit card than a debit card because of how statements post.

If your card has expired or been replaced since you paid, the refund normally still reaches the account behind it. Tell us if it has not arrived within ten working days.

Ask. Moving a stay is often easier than cancelling one, particularly outside the December-to-April high season, and we would rather keep you than process a refund.

A date change is a new booking at the rate for the new dates. If those dates cost more you pay the difference; if they cost less the difference is credited. We will show you both numbers before anything is agreed. A change we cannot accommodate is treated as a cancellation under the schedule above.

Rarely, we have to. An owner sells the house, a building becomes genuinely uninhabitable, a storm takes the road. When it happens:

• We tell you as early as we know, directly, not by email alone.
• We offer you a comparable house for the same dates where we have one. We look after homes all along the same coast, so this is usually possible.
• If we cannot, or you would rather not, you get everything you have paid, in full. No policy schedule applies to a cancellation that is ours.

What we cannot do is cover your flights. That is what travel insurance is for, and it is the reason we say so on the terms page as well.

Costa Rica has a green season. Rain in September and October is normal, it is usually an afternoon rather than a day, and it is not grounds for a refund on its own — the house is exactly as described and the policy you booked under applies as written.

Where an authority orders an evacuation, closes the road to the property, or the house is genuinely unusable, we treat it as our cancellation and the paragraph above applies. We will not argue the difference with you while you are trying to get home.

If you think a charge is wrong, tell us first. We can look up any payment against your reservation the same day and correct a genuine mistake immediately.

A chargeback raised against a booking that was cancelled under the policy you agreed to takes months and generally ends where the policy said it would. One phone call to us is faster for everybody.

Any damage deposit or hold is separate from the cancellation schedule and is handled as described in the terms of stay.