1. This site takes no money
There is no payment page on Hill Aura, no advance, and no card details are ever asked for here. Sending your dates costs nothing and commits you to nothing.
So for anything you have done on this website, there is nothing to refund, because nothing was taken. If a page or a message ever asks you to pay on this site, it is not us.
2. Changing your mind before you have agreed
An enquiry can be withdrawn at any point up to the moment you say yes on the call, for any reason or none. Message us on WhatsApp or ring the number on the Contact page and it is closed. There is no charge and no record kept beyond the enquiry itself.
3. After you have agreed on the call
Once you have said yes, we will have told you the final price, how to pay, and what happens if you cancel. Those are the terms of your stay, and we will confirm them to you in writing on WhatsApp or by email so there is something to point at later.
Where money has already changed hands, cancelling is settled against whoever received it, on those terms. We will not invent a different answer afterwards, and neither will the property.
4. If the property cannot honour the dates
We check every date with the owner by telephone before we confirm anything to you, which is the whole reason this site does not sell a night on a screen. It is still possible for a property to become unavailable after that — an emergency closure, a road washed out.
If it happens, we will tell you as soon as we know, offer you an alternative stay of equal or higher standard, and if you want none of them, anything you have paid comes back in full. You are under no obligation to accept an alternative.
5. If the stay is not what we said it was
Tell us while you are still there, not in a review a week later. Message us on WhatsApp within the first two hours of check-in with photographs.
We will get it fixed with the owner, move you to another stay of the same or higher standard, or refund the night in full — in that order of preference, and your call at each step.
6. How to cancel
Message us on WhatsApp or email hillaurastays@gmail.com with your name and the dates. A cancellation is effective from the timestamp of your message, not from when we reply — so if you are near a cut-off, send it and let us catch up.