Last updated on September 6, 2021


Good news, we now calculate refunds on the total booking value, including our service fees which were previously non-refundable. This means that, when you are entitled to a full refund, we also refund our service fee in full, and when you are entitled to a 50% refund, we also refund 50% of our service fee.


Relaxed or Premium Relaxed

• Guests receive a full refund of the total booking value for cancellations made at least 24 hours before the local check-in date and time which is specified in the booking confirmation email.

• No refund for cancellation requested within 24 hours of local check-in date and time.

Timeline for Relaxed cancellation policy

Reasonable or Premium Reasonable

• Guests receive a full refund of the total booking value for cancellations made at least 5 days before the local check-in date and time which is specified in the booking confirmation email.

• No refund for cancellation requested within 5 days of local check-in date and time.

Timeline for Reasonable cancellation policy

Moderate

• Guests receive a full refund of the total booking value for cancellations made at least 30 days before the local check-in date and time which is specified in the booking confirmation email.

• Guests receive a 50% refund of the total booking value for cancellations made at least 7 days before the local check-in date and time which is specified in the booking confirmation email.

• No refund for cancellation requested within 7 days of local check-in date and time.

Timeline for Moderate cancellation policy

Firm

• Guests receive a 50% refund of the total booking value for cancellations made at least 7 days before the local check-in date and time which is specified in the booking confirmation email.

• No refund for cancellation requested within 7 days of local check-in date and time.

SuperFirm

• Guests receive a 50% refund of the total booking value for cancellations made at least 14 days before the local check-in date and time which is specified in the booking confirmation email.

• No refund for cancellation requested within 14 days of local check-in date and time.

SuperFirm30

• Guests receive a 50% refund of the total booking value for cancellations made at least 30 days before the local check-in date and time which is specified in the booking confirmation email.

• No refund for cancellation requested within 30 days of local check-in date and time.

SuperFirm60

• Guests receive a 50% refund of the total booking value for cancellations made at least 60 days before the local check-in date and time which is specified in the booking confirmation email.

• No refund for cancellation requested within 60 days of local check-in date and time.



Commonly asked questions about trip cancellations

How do I cancel my booking?

If you’d like to cancel a booking, it’s easy. Connect to your account and follow the steps below:

  1. Go to Trips and select the upcoming trip you wish to cancel

  2. Scroll down to the bottom of the page and find the cancellation policy section

  3. Click Cancel my booking

  4. Check the details and confirm your cancellation

How long does it take to get a refund?

If you are due to be processed a refund according to your cancellation policy, it should be with you within the next 5 to 7 days and is dependent on your bank’s processing times.

Can I change the dates of an existing booking?

Depending on the home availability, you might be able to change your booking dates. If you’d like to change your booking dates please complete this form. Please note that if your desired dates are not available, or the host is unable to accommodate a date change, your original booking dates will remain.

What happens if I test positive to Covid-19 before my trip?

If you test positive for Covid-19 at a time that will stop you from travelling or you're having to self-isolate, we will help you amend your travel dates where possible. Please note that this is subject to home availability and host discretion.

If you require cancellation protection for these circumstances, we encourage you to take the appropriate travel insurance for your trip.

Read more about Covid-19 cancellations



Additional support

If you have any additional questions, use this form to contact our Customer Care team, they will be happy to help.

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