​

Effective Date: July 1, 2026

This Cancellation and Refund Policy explains how cancellations and refunds are handled for Sterling House inquiries and reservations.

1. Availability Inquiries

Submitting an availability request or contacting Sterling House through the website is free and does not create a reservation. Because no payment is required for a general inquiry, there is no refund associated with submitting one.

2. Reservations Made Through a Third-Party Platform

A reservation made through Airbnb, Furnished Finder, a relocation provider, or another third-party platform is governed by:

• The cancellation and refund policy presented by that platform at the time of booking.

• The platform’s terms and payment rules.

• Any lawful property-specific terms included in the listing or reservation.

• Any additional written agreement executed for the stay.

Refund requests for amounts collected by a third-party platform must ordinarily be submitted through that platform. Sterling House cannot refund platform fees, service charges, taxes, or other amounts that Sterling House did not collect.

3. Direct Reservations

For a reservation made directly with Sterling House, the cancellation terms presented in the written quote, booking confirmation, or rental agreement will apply.

Before accepting payment, Sterling House will disclose the material terms of the proposed reservation, which may include:

• Required payment dates.

• The date on which a reservation becomes binding.

• Cancellation deadlines.

• Any amount that may be retained following a cancellation.

• Terms concerning changes in arrival or departure dates.

• Early-departure and no-show terms.

• Security-deposit terms.

A reservation is not confirmed merely because dates have been discussed or an inquiry has been submitted. Confirmation requires written acceptance by Sterling House, completion of required documents, and receipt of required funds.

If a signed rental agreement or booking confirmation contains a specific cancellation schedule, that schedule controls.

4. Application Screening Fees

Any application screening fee will be disclosed before it is collected and will be handled in accordance with applicable California law.

A properly disclosed application screening fee is separate from a security deposit and may be nonrefundable to the extent permitted by law and stated at the time of application.

5. Security Deposits

A security deposit is not a cancellation fee and will not be characterized as nonrefundable.

Following the end of a tenancy, the security deposit will be returned or accounted for in accordance with the rental agreement and applicable California law. Lawful deductions may include unpaid rent, cleaning necessary to return the unit to its original level of cleanliness, repair of damage beyond ordinary wear and tear, and restoration or replacement of furnishings when permitted by the rental agreement.

Sterling House will provide the required accounting and return any remaining balance within the legally required period, generally no later than 21 calendar days after possession has been returned, subject to applicable law.

California guidance states that a residential security deposit cannot be characterized as nonrefundable and generally requires its return or an itemized accounting within 21 days.

6. Cancellation by Sterling House

If Sterling House cancels a confirmed direct reservation because the reserved unit cannot be provided, Sterling House will refund amounts paid directly to Sterling House for the unavailable stay, unless the guest accepts a mutually agreed alternative.

Unless required by law or expressly stated in a written agreement, Sterling House is not responsible for incidental expenses such as transportation changes, temporary lodging, lost work, or third-party service fees.

7. Guest Cancellation, No-Show, or Early Departure

A guest cancellation, failure to take occupancy, or early departure does not automatically create a right to a full or partial refund.

Refund eligibility will depend on:

• The written cancellation terms accepted for the reservation.

• The date notice is received.

• Amounts already earned or incurred.

• Whether the unit is re-rented.

• Applicable California law.

• Any legally protected right to terminate a tenancy.

Sterling House will provide any credit or refund required by the applicable agreement or law. Nothing in this policy limits a guest’s nonwaivable legal rights.

8. Changes to Reservation Dates

Requests to change arrival dates, departure dates, or the length of a stay are subject to availability and written approval. A requested change is not effective until Sterling House confirms it in writing.

A date change may result in revised pricing, payment dates, minimum-stay requirements, or cancellation terms.

9. Concerns During a Stay

Guests should notify Sterling House promptly of a maintenance, safety, cleanliness, or habitability concern and allow a reasonable opportunity for investigation and correction, except in an emergency.

Available remedies are determined by the circumstances, the applicable rental agreement, and the law. Reporting an issue does not automatically entitle a guest to a full refund, but nothing in this policy limits any remedy that cannot lawfully be waived.

10. Refund Processing

Approved refunds will be issued to the original payment method whenever reasonably possible. Sterling House will ordinarily initiate an approved refund within 10 business days after the amount has been determined.

Banks, payment processors, credit-card issuers, or third-party platforms may require additional processing time before a refund appears in the recipient’s account.

11. Contact

Cancellation notices and refund questions should be submitted in writing whenever possible.

Email: info@sterlinghousela.com
Telephone: (310) 753-3216