The standard policy
Unless the host has set something different, you can cancel free of charge up until 48 hours before your booking and receive a full refund. Within 48 hours of the booking, a cancellation does not receive a refund.
Hosts may choose a different window — commonly 72, 48 or 24 hours, or no refunds at all. Whatever applies to your booking is shown to you at checkout, before you pay, and again in your confirmation email. It is never changed after you have booked.
How to cancel
Go to your bookings, open the booking and cancel it there. If you are inside the host's window and think you have a good reason, contact us — we will talk to the host on your behalf.
When we refund you
Refunds are initiated immediately once a cancellation is eligible. The money leaves us straight away, but your bank decides when it lands: typically 5–10 business days, back to the card you paid with. We cannot refund to a different card or account.
If the host cancels
You are refunded in full, every time, regardless of the window. The host's cancellation window applies to your cancellations, not theirs. You'll be told by email as soon as it happens.
If an automatic refund ever fails, we will tell you that plainly rather than quietly leave you short, and we will fix it.
No-shows
If you don't turn up and haven't cancelled, the booking is not refunded — the host held that place for you and turned others away.
You can still leave a review. Not arriving doesn't erase your experience of booking, and we would rather hear it.
Fees
Where a booking fee applies, it is shown separately at checkout. Refunds returned under this policy are for the booking amount; card processing costs are not returned to us and are not included.
If something went wrong
If the experience wasn't what was described, tell us. This policy sets out the standard rules; it doesn't limit your rights under Australian Consumer Law, and we would rather sort a genuine problem out than hide behind a clause.