Refund & Cancellation Policy

Effective date: 16 July 2026 · MozPay Ltd, registered in England & Wales, company no. 17341686

1. How MozPay fits into your booking

MozPay Ltd ("MozPay") collects card payments on behalf of the lodges it serves, acting as each lodge's appointed collecting agent. Your booking contract, including the terms on which it can be cancelled or refunded, is between you and the lodge. MozPay processes the money side: taking the card payment, processing any refund back to your card, and settling with the lodge.

2. Cancellation terms are set by the lodge

Each lodge sets its own booking and cancellation terms (for example deposit rules, cancellation windows and no-show charges). These terms are disclosed to you at checkout before you pay. Whether a cancellation qualifies for a full, partial or no refund is determined by the lodge's terms that applied to your booking.

3. How to request a refund or cancellation

• Guests: contact the lodge you booked with first, quoting your booking reference; the lodge decides refund eligibility under its cancellation terms. You can also contact MozPay at hello@mozpay.co.uk or +44 7848 414892 if you cannot reach the lodge or have a question about a card charge.
• Lodges: approve or initiate refunds by instructing MozPay at hello@mozpay.co.uk, quoting the booking reference and amount.

4. How refunds are processed

Once a refund is approved by the lodge (or required under card-scheme rules), MozPay processes it back to the original payment card. We submit approved refunds within 2 business days of receiving the lodge's instruction; depending on the card issuer, the refund typically appears on the guest's card statement within 5–10 business days after submission. Refunds are made in the original payment currency; the guest's card issuer determines any currency conversion on their side.

Refunded amounts are netted against the lodge's next weekly settlement, and each payout statement itemises any refunds applied.

5. Chargebacks and disputes

If a guest disputes a charge with their card issuer, MozPay manages the chargeback process on the lodge's behalf: we notify the lodge, gather evidence (booking confirmation, cancellation terms shown at checkout, correspondence) and respond within the card scheme's deadlines. Amounts lost to a chargeback, together with any scheme fees, are netted against the lodge's next weekly settlement. Where a dispute is resolved in the lodge's favour, no deduction is made.

6. Timeframes at a glance

• Refund submitted by MozPay: within 2 business days of lodge approval.
• Refund visible on the guest's card: typically 5–10 business days after submission, depending on the issuer.
• Refunds and chargebacks reflected in lodge settlement: the next weekly payout after processing.

7. Questions and complaints

For any question about a refund, cancellation or charge, contact hello@mozpay.co.uk or +44 7848 414892, or write to MozPay Ltd, 128 City Road, London, EC1V 2NX, United Kingdom. We aim to acknowledge every query within 2 business days.