We understand that plans may change. This Cancellation Policy outlines the conditions for refunds and amendments to bookings at Fluent properties.
24-Hour Free Cancellation Window
Every standard (refundable) booking includes a 24-hour free-cancellation window, so a booking made close to arrival still carries a real right to change your mind.
- Cancel free of charge within 24 hours of booking for a full refund.
- The window always ends no later than 13:00 (SAST) on the day before arrival, so the apartment can be re-offered.
- If that moment has already passed when you book, no free window applies and the standard terms below apply from the time of booking.
- The window does not apply to non-refundable rates.
- Where the standard terms below give you longer (bookings 7+ days ahead), the longer deadline applies.
Standard Cancellation Terms
- 7 or more days before arrival: Fully refundable — full refund of amounts paid, less banking fees.
- Less than 7 days before arrival: 100% forfeiture, subject to the 24-hour window above.
- No-shows and early departures are treated as cancellations and are not refunded.
Late and Same-Day Arrivals
Check-in is from 15:00 and is facilitated by our team until 19:00 daily. To make sure your apartment is ready and someone is there to meet you:
- Same-day bookings close at 13:00 (SAST). After 13:00 the earliest arrival date available online is the following day.
- If you cannot arrive between 15:00 and 19:00, please arrange this with us in writing before you travel. After-hours check-in cannot be guaranteed.
- If Fluent accepts a booking after the cut-off, or otherwise confirms a stay we are unable to facilitate check-in for, you receive a full refund of the affected night(s).
- Arriving outside the agreed check-in window without prior arrangement is treated as a no-show and is not refunded.
Non-Refundable Bookings
When booking, guests may opt in to a non-refundable rate, which offers a discounted price in exchange for a stricter cancellation policy. By selecting a non-refundable rate, you acknowledge and agree to the following:
- The booking cannot be cancelled, amended, or refunded under any circumstances, including early departure or no-show.
- No date changes or transfers to alternative properties will be permitted.
- The non-refundable discount is applied at the time of booking and is clearly indicated during checkout.
- In the event of a force majeure (e.g. natural disaster, government-imposed travel ban), Fluent may, at its sole discretion, offer a credit note for future use. This is not guaranteed.
Non-refundable bookings are clearly labelled throughout the booking process. If you are unsure, we recommend selecting the standard (refundable) rate.
Refund Policy
- Refunds will be processed to the same account used for the original payment.
- Banking fees incurred during refunds will be deducted.
- Refunds may take up to 14 business days to reflect.
Amendments to Bookings
- Date change requests are subject to availability and may incur additional charges.
- For amendments within 14 days of arrival, original cancellation terms may apply.
- Non-refundable bookings are not eligible for amendments.
Third-Party Reservations (OTAs)
If your booking was made via an OTA, the OTA's cancellation and refund policy applies.
Contact Information
Email: legal@fluentliving.com