Refund Policy

1. StayHive subscription fees

If you're unhappy with StayHive for any reason, you may request a full refund of your most recent subscription payment within 14 days of the charge, provided you have not used the platform to process any direct bookings during that period.

Refunds are not available after the 14-day window, or if direct bookings have been processed. Partial month refunds are not available.

To request a refund, email hello@stayhive.com.au with your account email and the reason for your request.

2. Platform fees on direct bookings

StayHive charges a platform fee of 1.0–1.5% (depending on your plan) on direct bookings processed through the platform. This fee is charged at the time of booking and is non-refundable once the booking is processed, regardless of whether the booking is subsequently cancelled.

If a guest cancels a booking, you are responsible for refunding the guest in accordance with your own cancellation policy as set on your property page. StayHive's platform fee is not returned in this scenario.

3. Stripe processing fees

Stripe's payment processing fees (approximately 1.25% + 30c for Australian cards) are charged by Stripe directly and are non-refundable per Stripe's own terms. These fees are not collected by StayHive. For more information, see Stripe's pricing page.

4. Direct bookings — host to guest refunds

StayHive is a technology platform only — we are not a party to the rental agreement between you and your guests. Refund and cancellation policies for direct bookings are set by you on your property page and are a matter between you and your guest.

StayHive does not mediate disputes between hosts and guests, and is not liable for any refund obligations arising from a rental arrangement.

5. Australian Consumer Law

If you are a consumer under the Australian Consumer Law, you may have statutory rights that apply regardless of this policy — including rights to a refund for services not fit for purpose or not delivered as described. Nothing in this Refund Policy limits or excludes those statutory rights.

6. How to contact us

For any refund requests or billing questions, please contact: hello@stayhive.com.au

We aim to respond to all refund requests within 2 business days.