Each booking carries its own policy
Every property sets a cancellation policy, which is shown on the property page and in the checkout price breakdown before you pay. When your booking is created, that policy — its name, description and refund rules — is saved to your booking as a permanent record. If the property later changes its policy, your booking keeps the policy that applied when you booked.
How the refund amount is calculated
Policies are expressed as refund percentages that apply from a number of hours before check-in (for example, a full refund more than 5 days before check-in, a partial refund after that, and no refund close to arrival). When you open the cancellation screen, the platform calculates the refund percentage from the saved policy rules and the time remaining until check-in, and shows you:
- the policy name and its rules,
- the amount you have paid,
- the platform service fee,
- the refund due if you cancel now.
You see this figure before you confirm. Cancellations are final once confirmed, and the room is released back to the property's availability.
How to cancel
Signed-in travellers cancel from My Bookings. Guests who booked without an account cancel from the secure booking link emailed after confirmation. If you no longer have that link, contact support from the email address used for the booking.
How refunds are processed
A refund is recorded against your booking and processed back to the payment method used. Where the payment provider supports automated refunds, the refund is requested automatically; otherwise it is queued for our team to process manually. Settlement timing depends on the payment provider and your bank or mobile money operator, so we do not promise a fixed number of days. You can check the current refund status on your booking page, and our team can chase a provider on your behalf.
Unpaid bookings expire automatically
When you start checkout, the room is held for a short period (currently 15 minutes) so it cannot be sold to someone else while you pay. If payment is not completed and verified before the hold expires, the booking is marked expired and the room is released. No charge is made for an expired hold. If a payment arrives after expiry, it is flagged for reconciliation by our team rather than being treated as a confirmed stay.
If the property cancels
Property owners are required to honour confirmed bookings. If a property cannot host you, notify us immediately. We will record the cancellation, refund what you paid through the platform, and help you look for alternative accommodation where we can. We are not the accommodation provider and cannot guarantee that an equivalent alternative will be available.
Exceptional circumstances
Where events outside anyone's control prevent a stay, contact us. We will review the booking with the property owner and decide a fair resolution case by case. Outcomes in these cases are discretionary and are not guaranteed by this policy.
Need help?
Booking support: [email protected] or WhatsApp +251 97 884 8550. See the full support page.