Last updated: 19 September 2026
Every listing shows which cancellation policy applies to it, and you accept that policy at checkout. This page explains the four policies and how refunds are paid.
Flexible
Full refund up to 24 hours before check-in.
Moderate
Full refund up to 5 days before check-in.
Strict
Full refund within 48 hours of booking, 50% up to 14 days before check-in.
Non-refundable
No refund after booking. Usually paired with a lower price.
For holidays, “check-in” means the first day of the holiday. Times are counted in the local time of the property or destination. After the refund period of a policy has passed, the amounts already paid are not refundable, and amounts that were still due under your payment plan remain payable where the policy says so.
Refunds go back to the payment method you used: to the same card for card payments, usually within 5 to 10 working days depending on your bank, or by bank transfer to the account the money came from.
Our service fee is refunded whenever the policy gives you a full refund. When you cancel, any card saved for later payments on that booking is no longer charged.
If a payment in your plan is not received in time (48 hours after a refused automatic card charge, or 5 days after the due date for bank transfers), we may cancel the booking. The listing's cancellation policy then applies to what you have already paid, counted from the day of that cancellation.
If we have to cancel a confirmed booking, you choose between a comparable alternative and a full refund of everything you paid, including the service fee.
If the place is not as described, tell us within 24 hours of arrival so we can fix it, move you, or agree a fair partial refund. Leaving early without giving us the chance to put things right does not by itself give a right to a refund.
In the European Union, the 14-day right of withdrawal for online purchases does not apply to accommodation and leisure services booked for specific dates. Your other statutory rights are not affected by this policy. See also our terms of service.
