Cancellation & Refund Policy

Last updated: April 2026

How bookings work

When you book a stay, your card is pre-authorised — an amount equal to the total booking price is held on your card but not charged. The owner then reviews your request and either approves or declines it:

  • Approved. Your card is charged the full amount and your booking is confirmed.
  • Declined. The authorisation is released immediately and nothing is charged.
  • No response within 24 hours. The authorisation is automatically released.

Cancelling a pending request

You may cancel your request at any time before the owner confirms it, using the link sent to you by email at the time of booking. The authorisation is released immediately and no payment is taken.

Cancelling a confirmed booking

Once a booking is confirmed and the card has been charged, the following refund schedule applies based on the cancellation notice given before the scheduled check-in date:

  • More than 14 days before check-in: full refund of the total amount paid.
  • 7 to 14 days before check-in: 50% refund of the total amount paid.
  • Less than 7 days before check-in: no refund.

Cleaning fees are refunded in full in every scenario above.

How refunds are processed

Refunds are issued to the original payment method through Stripe, our payment processor. Funds typically appear on your statement within 5 to 10 business days depending on your bank. Stripe processing fees are not refundable for the owner, but are not passed on to you.

Cancellation by the owner

In the rare event the owner needs to cancel a confirmed booking (for example due to property damage or force majeure), you will receive a full refund of all amounts paid. Where possible the owner will assist with finding alternative accommodation.

Force majeure

Neither party is liable for failure to perform due to events outside reasonable control, including but not limited to natural disasters, government restrictions, civil unrest, or utility failures affecting the property. In such cases both parties will act in good faith to reschedule the stay or issue a full refund.

How to request a refund

Email the owner at the address on the Contact page with your booking reference and reason. Requests are acknowledged within 24 hours.