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Prague Prime Stays
Policy

Cancellation & Refund Policy

Prague Prime Stays' cancellation windows, refund eligibility and timelines, and how to cancel or change a booking.

This Cancellation and Refund Policy explains how to cancel a booking made directly on the Prague Prime Stays website, when you are entitled to a refund, and how much of your payment is refundable depending on when you cancel. It forms part of, and should be read together with, our Terms and Conditions. This policy applies to direct bookings made on workstay.cz and paid through our checkout. If you booked one of our apartments through a third-party platform such as Airbnb or Booking.com, that platform's cancellation rules apply instead, and you should manage your booking there.

Prague Prime Stays is operated by Prague Prime Stays s.r.o., registered seat Na Folimance 2155/15, Vinohrady, 120 00 Praha, Czech Republic, Company ID (ICO): [ICO - to be confirmed before launch], VAT ID (DIC): [DIC - to be confirmed before launch, or state "not VAT-registered"]. For any cancellation or refund question you can reach us at [email protected].

How and when you pay

When you book, the full price of your stay is charged at the time of booking in EUR. Payment is taken by card on a secure hosted checkout operated by our booking provider, Beds24, using Stripe. Your card details are entered directly on the payment provider's hosted page; Prague Prime Stays never receives or stores your card data.

Your contract for the stay is concluded once the booking is confirmed following successful payment, at which point you receive a confirmation email. Because the full stay price has already been paid, any cancellation may result in a refund of all or part of that amount, calculated according to the tiers below.

Important: the statutory 14-day cooling-off right does not apply

Accommodation booked for specific dates is exempt from the consumer right to withdraw from a distance contract within 14 days. This follows from Obcansky zakonik (zakon c. 89/2012 Sb.) sec. 1837(j) and Article 16(l) of the EU Consumer Rights Directive 2011/83/EU.

This means that by booking a stay for specific dates you acknowledge that the statutory 14-day cooling-off (withdrawal) period does not apply to your booking. Instead, the cancellation tiers set out in this policy govern whether and how much you are refunded.

This does not affect any mandatory consumer-protection rights you may have under the law of your country of residence within the EU.

Cancellation tiers

The refund you receive depends on how far in advance of your check-in date you cancel. Timing is measured against the check-in date of your booking.

  • 14 or more days before check-in: free cancellation with a full refund of the amount you paid.
  • 7 to 13 days before check-in: the first night is non-refundable; the remainder of the stay is refunded.
  • Fewer than 7 days before check-in, or no-show: the full stay is charged and no refund is due.
  • Early departure: if you check out before the end of your booked stay, the remaining (unused) nights are non-refundable.
  • Long stays of 28 nights or more: separate terms apply. Please contact us directly at [email protected] to discuss your options before booking or cancelling.

How to cancel

There are two ways to cancel, depending on how much time remains before your check-in date.

14 or more days before check-in: self-service link

Your confirmation email contains a secure self-service cancellation link (protected by a unique token). This link lets you cancel your booking online without contacting us.

The self-service link processes a full refund only, and it is available only when 14 or more days remain before your check-in date. This matches the first tier above, under which you are entitled to a full refund. Once you confirm the cancellation through the link, your booking is cancelled and a full refund is started. For the self-service path, the effective cancellation date is the date on which you confirm the cancellation through the link.

Fewer than 14 days before check-in: contact us

If fewer than 14 days remain before your check-in date, the self-service link is no longer available. To cancel, please contact us directly:

In this case the cancellation is handled by our team, and the applicable tier above is applied manually. Refunds within the 14-day window are not automatic: the refundable amount (for example, the remainder of the stay after the first night for the 7-13 day tier, or nothing for the under-7-day tier) is calculated and processed by us. For the contact-us path, the effective cancellation date is the date on which we receive your cancellation request.

How refunds are issued

  • Refunds are made to the original payment method (the card used to pay), via Stripe, processed through Beds24.
  • Refunds are typically completed within 5 to 10 business days, though the exact time depends on your card issuer or bank.
  • The refunded amount is the portion you are entitled to under the applicable tier above. Where a tier provides for a partial refund, only that portion is returned; the non-refundable portion is retained.
  • Refunds are made in EUR. If your card is denominated in another currency, your bank's exchange rate at the time of the refund applies, and Prague Prime Stays is not responsible for any difference arising from currency conversion or bank fees.

Changes to your booking (date or apartment changes)

If you would like to change your dates or move to a different apartment rather than cancel, please contact us at [email protected] as early as possible. Changes are subject to availability and cannot be guaranteed.

  • If the new dates or apartment cost more than your original booking, the difference in price applies and must be paid before the change is confirmed.
  • If the new dates or apartment cost less, the difference is normally credited back to your original payment method, unless we agree otherwise with you.
  • If we cannot accommodate a change you have asked for, your original booking remains in place. If you then decide to cancel it instead, the cancellation tiers above apply based on the time remaining before your original check-in date.

[Process for date and apartment changes to be confirmed before launch.]

Cancellation by Prague Prime Stays

In rare circumstances we may need to cancel your booking, for example due to an event beyond our reasonable control (force majeure), a property becoming unavailable, or a serious maintenance or safety issue. If we cancel your booking, we will let you know as soon as possible and refund the full amount you paid for the affected nights. Where reasonably possible we will also try to offer you suitable alternative accommodation, but we are not obliged to do so beyond issuing the refund.

Fees, taxes and deposits that may affect what is refunded

The price charged at booking is a single amount equal to the nightly total for your stay. At present, no separate charge for local accommodation fees, cleaning, add-ons, or a security deposit is taken in the booking flow. The following may nonetheless be relevant to your stay:

  • Local accommodation fees: local accommodation fees, such as the Prague accommodation fee (mistni poplatek z pobytu), may apply where required by law. [Handling to be confirmed before launch.] Where any such fee is collected separately, the rules for refunding it on cancellation will be confirmed at that time.
  • Security or damage deposit: a refundable security/damage deposit may be required for certain stays; where applicable, the amount and the conditions for its return are confirmed at or before check-in. [To be confirmed.] A deposit, if taken, is separate from the stay price and is returned according to the conditions agreed at check-in, independently of this cancellation policy.

Please note that breaches of our House Rules during your stay (for example, an unregistered extra guest staying overnight, a party or event, smoking inside the apartment, an unauthorised pet, or a lost-key replacement) may lead to additional charges or, where a deposit applies, to a deduction from that deposit. These charges are separate from the refund calculation under this policy. The full House Rules are set out in our Terms and Conditions.

Early departure and no-show

  • No-show: if you do not arrive and do not cancel, the booking is treated as a no-show and the full stay is charged with no refund (see the under-7-day tier above).
  • Early departure: if you leave before the end of your booked stay, the nights you do not use are non-refundable. Please let us know if your plans change so we can update your booking.

Statutory guest registration

Separately from booking and payment, Czech law requires accommodation providers to register guests at or before check-in, including additional details for foreign guests (such as date of birth, nationality, and travel-document number). This registration data is collected separately from the online booking form and is governed by our Privacy Policy. It is a legal requirement and is not affected by, and does not affect, the cancellation and refund terms in this policy.

Out-of-court dispute resolution

If you are a consumer and we are unable to resolve a complaint about a cancellation or refund to your satisfaction, you have the right to use out-of-court (alternative) dispute resolution. The competent body for accommodation services in the Czech Republic is:

  • Ceska obchodni inspekce (Czech Trade Inspection Authority), www.coi.cz

You may contact Ceska obchodni inspekce to seek an out-of-court settlement of a consumer dispute that we have not been able to resolve directly with you.

Governing law

This policy and any cancellation of a booking are governed by Czech law, in particular Obcansky zakonik (zakon c. 89/2012 Sb.) and applicable consumer-protection legislation. This does not deprive you, as a consumer, of the protection afforded by mandatory provisions of the law of your EU country of residence.

Questions and contact

For any question about cancelling a booking or about a refund, contact us at [email protected], or reach our guest support team directly:

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