Transparent policies for a trustworthy experience
All payments on Kia Orana Stay are processed securely through Stripe. When you book a property, the payment structure is as follows:
Accommodation Rate
The full nightly rate set by the property vendor, multiplied by the number of nights. This amount goes directly to the property owner.
Platform Service Fee (10%)
A 10% service fee is calculated on top of the accommodation total. This fee supports platform operations, customer service, and secure payment processing.
Full Payment at Booking
The total amount (accommodation + service fee) is charged at the time of booking through Stripe Checkout. No partial payments or deposits are required.
Example: A 5-night stay at $200/night = $1,000 accommodation + $100 service fee = $1,100 total.
We understand plans can change. Our tiered cancellation policy is designed to be fair to both guests and property owners:
| Cancellation Window | Refund Amount | Cancellation Fee |
|---|---|---|
| 30+ days before check-in | 100% refund | No fee |
| 14-29 days before check-in | 75% refund | 25% of accommodation total |
| 7-13 days before check-in | 50% refund | 50% of accommodation total |
| 1-6 days before check-in | 25% refund | 75% of accommodation total |
| Day of check-in or no-show | No refund | 100% of accommodation total |
Note: The platform service fee (10%) is non-refundable in all cases. Refund percentages apply only to the accommodation amount.
Approved refunds are processed through Stripe and returned to the original payment method:
Processing Time
Refunds are initiated within 24-48 hours of cancellation approval.
Bank Processing
Depending on your bank, refunds may take 5-10 business days to appear on your statement.
Disputes
If you believe a refund is incorrect, contact our support team within 14 days of the cancellation.
Force Majeure
In cases of natural disasters or government travel restrictions, full refunds may be granted regardless of the cancellation window.
While individual properties may have specific rules, the following general guidelines apply to all Kia Orana Stay accommodations:
Respect the property and treat it as your own home. Report any damage immediately.
Observe quiet hours between 10:00 PM and 7:00 AM to respect neighbors and the local community.
No smoking inside any property unless explicitly permitted by the host.
Pets are only allowed at pet-friendly properties. Always confirm with the host before bringing pets.
Maximum occupancy must not exceed the listed guest capacity for safety and comfort.
Guests are responsible for their own travel insurance and personal belongings.
Respect Cook Islands culture and customs. The islands are a welcoming community — please be a respectful visitor.
Check-in and check-out times must be observed. Early check-in or late check-out may be arranged directly with the host.
We are committed to providing a safe and trustworthy platform for both guests and property owners. All properties are reviewed before listing, payments are secured through Stripe, and our team is available to assist with any disputes or issues. Your Cook Islands experience matters to us — Kia Orana!