How to cancel a booking and get a refund
Customer cancellation is only for a booking with status pending or on process. An inquiry to a host does not use this refund flow.
How do I cancel a booking?
- Open the booking details in the customer dashboard.
- Choose cancel.
- Write a reason, at most 500 characters.
- Read the refund policy on that booking, then confirm.
The system uses the policy stored on the booking, not a listing policy that may change later. The exact percentage is on your booking page.
Example policy names that hosts use: Flexible, Moderate, Strict, or Non-refundable. The window and percentage follow the copy on the booking.
Cancellation can be blocked if the booking date is not in the future, or if the policy percentage is 0.
Where does refund money go?
A valid refund goes to the customer balance on the Finance page. The finance records show each balance change. The booking becomes refunded. Held quota is released. A linked trip request can become cancelled.
What if the host cancels?
A host cancellation can return the full amount, following the host cancel flow. If the money is not yet in the balance, open a support ticket and include the booking code.