These terms explain when and how a guest is refunded.
The refund a guest receives when they cancel depends on the cancellation policy shown on the listing at the time of booking:
In every policy the platform service fee is non-refundable. The refundable security deposit is always returned in full; the cancellation percentage applies only to the remaining stay amount. Taxes already collected are refunded in proportion to the refunded amount.
If a host cancels a confirmed booking, the guest receives a full refund of everything actually paid, credited to the guest wallet, and the dates are released. Hosts who cancel may incur a penalty.
For a request-to-book reservation you are not charged until the host approves it. If the host declines the request or it expires, no charge is made.
On a multi-month stay you pay the first month at confirmation and the remaining months on their due dates. If the booking ends early by agreement or host cancellation, unpaid future installments are not charged and paid amounts are refunded according to the applicable cancellation policy and these terms.
Refunds are credited to your Stay With Us wallet, from which you can withdraw to your payout method or apply the balance to a future booking. Refund timing to an external account depends on your payment provider.
If the accommodation is materially not as described, is unclean, unsafe, or inaccessible on arrival, open a request in the Resolution Centre within 24 hours. Eligible service issues may be refunded in whole or in part regardless of the cancellation policy.