Cancellation Policy

1. The Three Tiers

The cancellation tier is set by the property owner and disclosed on every listing. From most lenient to most restrictive:

Flexible

• 14+ days before check-in — full refund of stay charges
• 7–13 days before check-in — 50% refund of stay charges
• Under 7 days — non-refundable

Moderate

• 14+ days before check-in — full refund of stay charges
• Under 14 days — non-refundable

Strict

• 60+ days before check-in — full refund of stay charges
• 30–59 days before check-in — 50% refund of stay charges
• Under 30 days — non-refundable

"Stay charges" means the nightly room rate only. Cleaning fees, taxes, and third-party fees follow the rules in Sections 3 and 4 below.

2. How to Cancel

Cancellations are processed in the order received and must include your reservation number and the email address used to book. The clock for tier thresholds is based on local time at the property, not the guest's home timezone.

• Email info@30northproperties.com with subject "Cancellation – #YourReservationNumber"
• Or call (904) 204-1794 during business hours
• You'll receive a written confirmation within one business day. Refunds settle to the original payment method within 5–10 business days after that confirmation.

3. What's Refunded

When your cancellation falls inside a refund window:

• Nightly rate — refunded at 100% or 50% per the tier
• Cleaning fee — refunded in full if cancellation is at least 48 hours before check-in
• Occupancy and sales taxes — refunded in proportion to the refunded portion of the stay

4. Non-Refundable Items

The following are never refundable, regardless of tier or timing:

• Booking platform service fees collected at the time of payment
• Optional add-ons that have already been delivered (welcome baskets, mid-stay cleans, concierge bookings, event setups)
• Travel insurance premiums (these are handled by your insurer)
• Payment processor fees on full or partial refunds, where applicable by law

5. Date Changes & Rebookings

If you'd like to shift your dates instead of cancelling, contact us before the refund window closes. Date changes are honored subject to availability and any rate difference for the new dates. One free date change is allowed per booking when requested more than 14 days before check-in; subsequent changes follow the standard cancellation tier for the difference.

6. Extenuating Circumstances

30North may issue a refund outside the standard tier when:

• The property becomes uninhabitable (utility outage, severe damage) and a comparable alternative cannot be offered
• Travel to the destination is prohibited by government order (mandatory evacuation, declared natural disaster, official border closure)
• Documented medical emergencies preventing travel, supported by a physician's certificate

For all other unforeseen circumstances, we strongly recommend travel insurance — see Section 7.

7. Travel Insurance

We recommend every guest consider trip-cancellation and travel-medical insurance, particularly for stays under the Strict tier or for multi-week reservations. Insurance is the simplest way to recover non-refundable amounts in the case of illness, work conflicts, flight disruption, or family emergencies. 30North does not endorse a specific provider; your home insurer or credit-card concierge can usually source a competitive policy quickly.

8. Cancellations by 30North

In the rare event that we must cancel a confirmed booking — for example because a property becomes unsafe or is taken off-platform — we will (a) refund all amounts paid in full, and (b) work with you to rebook a comparable property at no additional cost, where one is available. 30North is not liable for travel costs, lost wages, or other consequential losses beyond the booking itself.

9. Chargebacks

If you have a billing concern, please contact us directly before filing a card-issuer dispute. Most issues are resolved within one business day. Filing a chargeback while a booking is in good standing may result in the booking being cancelled without refund and may disqualify the guest from future bookings.

10. Questions

This policy applies to all direct bookings made through 30North. Reservations made through third-party channels (Airbnb, VRBO, Booking.com) follow the cancellation terms shown on that channel at the time of booking.

30North Properties

A division of Joseph Ellen Properties, Inc.

1718 Atlantic Blvd, Jacksonville, FL 32207

(904) 204-1794

info@30northproperties.com