Cancellation and Refund Policy

1. Before you pay: the hold

Picking your dates holds them for between 15 minutes and 24 hours, depending on the place. Nothing has been charged at this point, and you owe nothing.

If you do not pay within that time the hold simply lapses and the dates go back on sale. There is nothing to refund and nothing to cancel.

2. Once you have paid the down payment

Your dates are then held for you with no deadline, and nobody else can book them.

The balance is due before check-in. If a place requires the balance before releasing your door code or check-in instructions, its booking page says so before you pay.

3. The down payment is not refundable

If you cancel, the down payment is not returned. This is shown to you on the booking page before you pay, and it is the whole reason a down payment is asked for: your dates are taken off sale the moment you pay, and they usually cannot be sold again at short notice.

Anything you paid above the down payment is returned to you.

If you cancel far enough ahead that the dates are booked by someone else, ask us. Where the place has not actually lost the income, owners will often return the down payment, but that is their decision and not something we can promise.

4. If the place cancels on you

You get everything back — the down payment, anything else you paid, and the key deposit — in full.

We will also try to find you somewhere comparable for the same dates, though we cannot guarantee one is free.

5. Typhoons, and things nobody controls

If the place genuinely cannot be used through no one's fault — a typhoon, a flood, a power or water cut across the town — you may move the booking to another date at no charge, or take a full refund including the down payment.

This covers the place being unusable. It does not cover a change of plan, and it does not cover bad weather that does not stop the stay going ahead.

6. The key and damage deposit

This is separate from the price of the stay and separate from everything above. It is your money, held only until the key is back and the place is found in order.

It is returned in full unless there is damage or the key is missing. If something is kept, it is set against the actual cost and you are told the reason. It is never kept as a cancellation charge.

7. Asking for a refund

Contact us using the details on the contact page, with your booking number and the mobile number you booked with.

Refunds go back by the same route the payment came, to the account it came from, normally within seven working days of being agreed.