The Old Stores Cancellation and Refund Policy

Version 3 dated 7 October 2026. Applies to direct bookings.

Cancel before actual check-in for a full refund

You may cancel at any time before you or someone in your party actually checks in, for any reason, and receive a full refund of everything paid for the booking. This includes any advance payment, balance and paid extras. There is no cancellation fee, administration fee or deduction for Stripe processing costs. The refund does not depend on us rebooking the dates.

There is no cutoff at the advertised arrival time. If you have not checked in, you can still cancel after that time. Receipt of an access code does not count as check-in. Not arriving does not itself notify us of cancellation: please tell us if you are not coming. We do not impose a separate no-show fee, and a booking that has not been used remains eligible for a full refund when you notify us of cancellation.

How to cancel

The lead guest should email theoldstores@familymiles.co.uk or use an available cancellation facility in our direct booking system. Include your name, dates and booking reference if available. Cancellation takes effect when your clear notice reaches our email or booking system, not when we acknowledge it. If you need help, call 07912359746 (primary) or 07881028322 (backup). We will confirm the cancellation in writing; you do not have to give a reason.

After check-in and early departure

Once your stay has started, you may cancel the remainder and receive a refund for all unused nights and unprovided extras. A night is unused if you vacate and return access by the checkout time for the preceding occupied night. If you leave later, that day’s following night is treated as used unless we agree otherwise. Refunds use the actual nightly prices in your booking, not a newly calculated rate; the price of nights already used will not increase because you shorten your stay.

Used nights and extras already provided are not automatically refunded. This does not restrict your remedies if we have failed to provide the accommodation or services as agreed. Refunds for unused nights do not depend on re-letting.

Refund timing and method

We will initiate your refund within seven calendar days of receiving cancellation notice and, for early departure, confirming the departure and amount due. Refunds go to the original payment method through Stripe. Your bank or payment provider may need additional time to credit your account. If the original method cannot receive a refund, we will agree a secure alternative after verifying the payer.

Other circumstances

Date changes require our written agreement and may involve a price difference. If we cannot agree a change, you may cancel under this policy. Illness, disrupted travel or a change of plans do not change your cancellation entitlement. If we cancel because we cannot provide the accommodation, the refunds and statutory remedies in our Booking Terms apply. Reservations made through another platform follow the policy displayed for that reservation.