Cancellation Policies

Supported Cancellation Policies

STRICT: 30% penalty until 30 days before check-in
FIRM: free cancellation until 30 days before check-in
DEPRECATED → only existing properties can still have it, not offered to new properties
MODERATE: free cancellation until 14 days before check-in

New Cancellation policies added in July 2023:

FLEXIBLE_1D: free cancellation until 1 day before check-in
FLEXIBLE_5D:
- free cancellation until 5 days before check-in
- 50% penalty less than 5 days before check-in
Firm_30D_7D:
- free cancellation until 30 days before check-in
- 50% penalty less than 30 days, but 7 days before check-in
- 100% penalty less than 7 days before check-in

Cancellation Periods

These are the periods for the supported cancellation policies.

[
    {
        "type": "BOOKING",
        "unit": "DAYS",
        "offset": 0,
        "cutoffTime": null,
        "penaltyFee": null,
        "refundPercent": 70
    },
    {
        "type": "CHECKIN",
        "unit": "DAYS",
        "offset": -30,
        "cutoffTime": "MIDNIGHT_BEFORE_CHECKIN",
        "penaltyFee": null,
        "refundPercent": 0
    }
]

Policy name	Description	Periods

Policy name	Description	Periods
STRICT	30% penalty (70% refund) if the booking is cancelled at least 30 days before midnight of check-in date. 100% penalty (0% refund) if the booking is cancelled less than 30 days before midnight of check-in date.	`[ { "type": "BOOKING", "unit": "DAYS", "offset": 0, "cutoffTime": null, "penaltyFee": null, "refundPercent": 70 }, { "type": "CHECKIN", "unit": "DAYS", "offset": -30, "cutoffTime": "MIDNIGHT_BEFORE_CHECKIN", "penaltyFee": null, "refundPercent": 0 } ]`
FIRM DEPRECATED for new listings	0% penalty (100% refund) if the booking is cancelled at least 30 days before midnight of check-in date. 100% penalty (0% refund) if the booking is cancelled less than 30 days before midnight of check-in date.	`[ { "type": "BOOKING", "unit": "DAYS", "offset": 0, "cutoffTime": null, "penaltyFee": null, "refundPercent": 100 }, { "type": "CHECKIN", "unit": "DAYS", "offset": -30, "cutoffTime": "MIDNIGHT_BEFORE_CHECKIN", "penaltyFee": null, "refundPercent": 0 } ]`
MODERATE	0% penalty (100% refund) if the booking is cancelled at least 14 days before midnight of check-in date. 100% penalty (0% refund) if the booking is cancelled less than 14 days before midnight of check-in date.
FIRM_30D_7D	0% penalty (100% refund) if the booking is cancelled at least 30 day before midnight of check-in date. 50% penalty (50% refund) if the booking is cancelled less than 30 days but more than 7 days before midnight of check-in date. 100% penalty (0% refund) if the booking is cancelled less than 7 days before midnight of check-in date.
FLEXIBLE_5D	0% penalty (100% refund) if the booking is cancelled at least 5 day before midnight of check-in date. 50% penalty (50% refund) if the booking is cancelled less than 5 day before midnight of check-in date.
FLEXIBLE_1D	0% penalty (100% refund) if the booking is cancelled at least 1 day before midnight of check-in date. 100% penalty (0% refund) if the booking is cancelled less than 1 day before midnight of check-in date.

Payment Policies

These are the payment policies for the supported cancellation policies.

Policy name	Payment Description	Payment Policies

Policy name	Payment Description	Payment Policies
STRICT	30% is charged at time of booking (if booking date is more than 35 days from the check-in date). This amount is charged in case of cancellation. The remaining 70% balance is charged 35 days before the check-in date. If the payment is unsuccessful, the guest has 5 additional days to update their payment details. Otherwise, the booking will be cancelled 30 days before check-in with the 30% penalty applied. If booking date is less than 35 days from the check-in date, 100% is charged at time of booking. If the guest cancels between 35 and 30 days before check-in, then the 70% balance payment charged will be refunded.
FIRM DEPRECATED for new listings	Nothing is charged at time of booking (if booking date is more than 35 days from the check-in date). 100% balance payment is charged 35 days before the check-in date. If the payment is unsuccessful, the guest has 5 additional days to update their payment details. Otherwise, the booking will be cancelled 30 days before check-in without any penalty applied. If booking date is less than 35 days from the check-in date, 100% is charged at time of booking. If the guest cancels between 35 and 30 days before check-in, then the 100% balance payment charged will be refunded.
MODERATE	Nothing is charged at the time of booking (if booking date is more than 19 days from the check-in date). 100% balance payment is charged 19 days before the check-in date. If the payment is unsuccessful, the guest has 5 additional days to update their payment details. Otherwise, the booking will be cancelled 14 days before check-in without any penalty applied. If booking date is less than 19 days from the check-in date, 100% is charged at time of booking. If the guest cancels between 19 and 14 days before check-in, then the 100% balance payment charged will be refunded.
FIRM_30D_7D	Nothing is charged at the time of booking (if booking date is more than 35 days from the check-in date). 50% balance payment is charged 35 days before the check-in date. If the payment is unsuccessful, the guest has 5 additional days to update their payment details. Otherwise, the booking will be cancelled 30 days before check-in without any penalty applied. The remaining 50% balance is charged 12 days before the check-in date. If the payment is unsuccessful, the guest has 5 additional days to update their payment details. Otherwise, the booking will be cancelled 7 days before check-in with the 50% penalty applied. If booking date is less than 35 days from the check-in date, 50% is charged at time of booking. If booking date is less than 12 days from the check-in date, 100% is charged at time of booking. If the guest cancels between 12 and 7 days before check-in, then the 50% balance payment charged will be refunded.
FLEXIBLE_5D	Nothing is charged at the time of booking (if booking date is more than 10 days from the check-in date). 100% balance payment is charged 10 days before the check-in date. If the payment is unsuccessful, the guest has 5 additional days to update their payment details. Otherwise, the booking will be cancelled 5 days before check-in without any penalty applied. If booking date is less than 10 days from the check-in date, 100% is charged at time of booking. If the guest cancels between 10 and 5 days before check-in, then the 100% balance payment charged will be refunded.
FLEXIBLE_1D	Nothing is charged at the time of booking (if booking date is more than 6 days from the check-in date). 100% balance payment is charged 6 days before the check-in date. If the payment is unsuccessful, the guest has 5 additional days to update their payment details. Otherwise, the booking will be cancelled 1 day before check-in without any penalty applied. If booking date is less than 6 days from the check-in date, 100% is charged at time of booking. If the guest cancels between 6 days and 1 day before check-in, then the 100% balance payment charged will be refunded.

Cancellation and Payment Timelines

Below is a visualization of the refund periods and payment policies for each cancellation policy from the time of booking until the check-in date.

The blue rectangles indicate the payment percentage against time in days. The other colored rectangles indicate the penalty percentage on cancellation against time in days.