Last updated April 27, 2026

Refund Policy

Refund eligibility depends on your booking policy, cancellation timing, hotel rules, payment status, and payment provider processing times.

Important summary

  • A refund is not automatically available for every booking.
  • Refund eligibility depends on the cancellation policy shown before booking, the timing of your request, whether the stay has started, and the rules of the relevant hotel or accommodation provider.
  • Refund timing depends on payment providers, banks, currencies, and booking status.

When Refunds May Apply

  • Free cancellation before the stated deadline.
  • Duplicate payment verified by the payment provider.
  • Hotel cannot confirm the booking.
  • Booking cancelled under a refundable policy.
  • Payment taken but booking not confirmed, subject to verification.

When Refunds May Not Apply

  • Non-refundable booking.
  • Late cancellation or no-show.
  • Check-in denied due to guest error or failure to meet property rules.
  • Wrong dates or guest details entered by the user.
  • Unused nights after check-in.
  • Failure to meet travel, visa, or identification requirements.

Refund Timing

Once a refund is approved and processed, the time it takes to appear in your account depends on the payment provider, card issuer, bank, currency, and payment method.

This may take several business days or longer.

Payment Authorisations

Sometimes your bank or card provider may show a pending authorisation even if a booking was not confirmed.

Pending authorisations are usually released by the payment provider or bank according to their own timelines.

If you are unsure, contact support with any payment reference or booking attempt details.

Cancelled Bookings

If a booking is cancelled and eligible for a refund, the refund amount and timing will depend on the booking policy, hotel rules, payment status, and payment provider processing.

Failed Payments

If payment fails, your booking is not confirmed.

If you believe you were charged after a failed payment, contact support so the payment and booking status can be checked.

Disputes & Chargebacks

If you have a concern about a charge, please contact support first so we can investigate.

Starting a chargeback or payment dispute may delay resolution and may affect booking status, refunds, loyalty points, or voucher eligibility.

How to Request Refund Help

For faster help, include these details when contacting support.

  • Booking reference.
  • Email used to book.
  • Payment date and amount.
  • Last 4 digits or payment method, if relevant.
  • Reason for the refund request.
Contact support about refund