Understanding Cancellation Policies on Plum Guide
Every Plum Guide home comes with a cancellation policy, which is applied at the time of booking. This policy sets out how much you’ll be refunded if you need to cancel — whether that’s a full refund, a partial refund, or none at all.
Policies are designed to balance flexibility for guests with certainty for hosts, so it’s important to review the terms before booking your stay.
Good to know: Refunds are always calculated on the total booking value, including service fees. For example, a full refund means you’ll also receive the full service fee back, and a 50% refund means half of the service fee is refunded too.
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.
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.
Reasonable 30
• 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.
• No refund for cancellation requested within 30 days of local check-in date and time.
Reasonable 60
• Guests receive a full 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.
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.
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.
Super Firm
• 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.
Super Firm 30
• 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.
Super Firm 60
• 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.
Non-refundable
• This policy applies if you choose a reduced non-refundable rate when booking your trip.
• Once confirmed, your booking is not eligible for a refund, no matter when you cancel.
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:
Go to Trips and select the upcoming trip you wish to cancel
Scroll down to the bottom of the page and find the cancellation policy section
Click Cancel my booking
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?
If your plans change, you may be able to adjust your booking dates, depending on the home’s availability. To request a change, please contact our team at info@plumguide.com. If your preferred dates aren’t available or the host can’t accommodate the change, the original booking dates will remain.
Additional support
If you have any additional questions, contact our Customer Care team, they will be happy to help.