TroveStays — Cancellation and Refund Policy
When you book a hotel through TroveStays, this policy tells you whether you can cancel, what (if anything) you will get back, and how long the refund will take. It is part of our Terms and Conditions (
01-terms-and-conditions.md).
Two practical points before the detail. First, the underlying booking is between you and the hotel; LiteAPI is the merchant of record and processes payments and refunds; TroveStays is the platform that operates the booking flow. Second, each booking carries the hotel's own cancellation terms, and those terms are surfaced to you on the booking screen before you pay. Read them.
1. The two rate types you will see
When you choose a room you will see one of two rate types:
1.1 Refundable rate ("RFN")
- You can cancel free of charge up to the free-cancellation deadline shown on the booking. Cancel before that deadline and you get a full refund.
- If you cancel after the free-cancellation deadline, the hotel's late-cancellation charges apply. These are shown to you at booking.
- If you do not cancel and you do not show up (a "no-show"), the hotel typically charges the full price.
1.2 Non-refundable rate ("NRFN")
- You pay less than the equivalent refundable rate.
- In return, you cannot cancel for a refund at any time after you book. If you cancel, you may lose all or most of what you paid; the exact amount (which can in some cases be a partial refund) is set by the hotel and shown to you at booking.
In both cases, the specific deadlines and charges that apply to your booking are recorded on the booking and visible to you on the Trips screen.
2. How to cancel
2.1 You cancel from the booking detail screen in the TroveStays app — open the booking, tap Cancel, and confirm.
2.2 Once submitted, the cancellation request is sent to LiteAPI and then to the hotel. Cancellations are not reversible just because you changed your mind — once we have asked the hotel to cancel, we cannot un-ask.
2.3 We do not accept cancellations by email, phone, or in-app message as a substitute for the cancel button. Doing it through the app is the only way we can be sure the right booking is being cancelled at the right moment.
3. The amount you will get back
3.1 The amount of any refund is set by the hotel's cancellation policy. Your booking detail screen will show:
- (a) the amount you originally paid;
- (b) the cancellation charge (if any) that applies to the time of cancellation;
- (c) the net amount that will be refunded.
3.2 Cancellation fees are capped at the price you paid. We do not return more than zero and we will not charge you a cancellation fee that exceeds the price you paid. (This was historically a possibility because of how the underlying supplier returned cancellation fees; from May 2026 our booking detail screen caps the displayed fee at the price paid.)
3.3 Due-at-property amounts are not refunded by us. Where the hotel set certain charges as "due-at-property" (resort fees, city tax, parking, deposit, and so on) they were not collected by LiteAPI in the first place. We cannot refund what we did not collect. If you have already paid those amounts directly to the hotel, you must seek a refund of them from the hotel.
3.4 Compensation, where applicable. Where a Supplier cannot honour your booking and LiteAPI agrees to pay compensation (for example, the hotel was overbooked and a re-accommodation could not be agreed), that compensation is shown on the booking and is paid back to your card alongside the refund of what you paid.
3.5 Currency. Refunds are made in the currency you paid in. If the hotel sets the cancellation charge in a different currency, LiteAPI will convert it using its prevailing rate, which may not equal the rate that applied when you paid; small differences may therefore arise.
4. How long the refund takes
4.1 Processing by LiteAPI/Stripe. Once a cancellation is confirmed by the hotel, LiteAPI processes the refund through Stripe back to the card you originally paid with. This step usually completes within one to three (1–3) business days.
4.2 Posting to your card. After Stripe sends the refund, your card issuer typically posts it to your statement within a further two to five (2–5) business days. Some issuers — particularly outside the United States — can take up to ten (10) business days.
4.3 If more than ten (10) business days have passed since the refund was confirmed in TroveStays and you still cannot see it on your card statement, contact us at support@trovestays.com with your TroveStays booking reference, the cancellation date, and the last four digits of the card. We will help trace it.
4.4 Original payment method only. Refunds are made to the original card used to pay. We cannot refund to a different card, to a bank account, or to a wallet that was not used for the original payment.
5. Amendments (changing a booking instead of cancelling)
5.1 Some bookings can be amended — for example dates, occupancy, or guest names — without cancelling. Whether your booking can be amended, and what difference in price (if any) results, depends on the hotel's rate rules. The booking detail screen will tell you whether amendment is available.
5.2 An amendment may move you onto a different rate type or a different total price. We will tell you the new total before you confirm.
5.3 An "amendment pending" status appears on the booking while the hotel is processing the change. Until the new status confirms, treat the booking as still under its original terms.
6. Cancellation by the hotel
6.1 If the hotel cancels or cannot honour your booking, we will notify you as soon as LiteAPI tells us. Typical outcomes are:
- (a) a full refund of what you paid through LiteAPI; and
- (b) where LiteAPI agrees, compensation for the inconvenience, paid back to your card.
6.2 We can help you find an alternative on the Platform but the contract for the new booking is a separate booking under these Terms.
6.3 TroveStays is not itself the merchant for the booking and is not the party that owes you a refund of the original payment — see clause 3 of the Terms — but we will work with LiteAPI to make sure the refund and any compensation reach you.
7. Cancellation by TroveStays
7.1 We may cancel a booking on your behalf where we are required by law, where we reasonably suspect fraud or sanctions risk, or where continuing the booking would expose us or other Users to material risk. In that case we will refund what you paid (subject to any amount we are required by law to retain) and explain why.
8. Chargebacks
8.1 Please contact us before initiating a chargeback. A chargeback is a heavy-handed and slow tool; in most cases we (with LiteAPI's help) can resolve the issue more quickly and more in your favour.
8.2 Where you initiate a chargeback that we and LiteAPI consider unjustified (for example because you did not cancel within the rules and a no-show charge legitimately applied), we may suspend your account while the chargeback is investigated.
9. Force majeure
9.1 If you cannot travel because of a force-majeure event (clause 14 of the Terms), the hotel's cancellation policy still applies as a starting point. We will work with the hotel and LiteAPI to obtain whatever flexibility is available, but we cannot guarantee any refund or waiver beyond what is contractually due to you.
9.2 We strongly recommend that you take travel insurance for the trip if the cost of the booking is material to you.
10. How to contact us
- Cancellations help, refunds, chargebacks: support@trovestays.com
- Privacy in connection with a refund (for example, a request to delete your data): support@trovestays.com
Version history
| Version | Date | Notes |
|---|---|---|
| 1.0 | 2026-06-11 | Initial public version. |