How are refunds processed?

Refunds are processed when a booking is cancelled, and then payments will be returned to the payment method used during the booking. A booking cancellation has a 4% fee deduction from the total refund.

For transactions made online with a credit or debit card, refunds will be processed automatically. If a tenant has paid via invoice, refunds will be issued to the bank details provided upon booking.

To ensure a smooth process, please keep your bank details up-to-date in your account. Refund processing can take up to 30 days. For payments made out directly to the landlord, the refund will be handled by the landlord based on their policies.

When a booking is cancelled, your payment is returned to the original payment method used at the time of booking. A 4% cancellation fee is deducted from the total refund amount.

Refund by payment type

• Credit or debit card: refunds are processed automatically. Processing can take up to 30 days depending on your bank or card provider.
• Invoice or bank transfer: refunds are issued to the bank details provided at the time of booking. Make sure your bank details are correct and up to date in your account settings to avoid delays.

Payments made directly to the landlord

If you made any payments directly to the landlord such as a security deposit, these are not processed through the platform. Refunds for direct payments are handled by the landlord according to their own policies. Contact the landlord directly to discuss these.

For more information on cancellation fees and policies, see Is it possible to cancel a booking? and What happens if a booking gets cancelled?