Cancellation and refund policy
How cancellations and refunds work for each way of paying.
1. Cancelling as a guest
You can cancel a request at any time before the hotel confirms it. Nothing is owed.
You can cancel a confirmed pay-at-the-hotel booking from your booking page until you check in. As you pay on arrival, cancelling costs nothing. Each hotel shows its preferred cancellation notice on its page under Policies: please respect it and cancel as early as you can, so the room can go to someone else.
2. When the hotel cancels or declines
If the hotel declines your request, or cancels a confirmed booking, you owe nothing and you are told by email and in the app, with the hotel's reason.
If a hotel cancels at short notice we will help you find another place nearby.
3. Paid in full online
Cancel within the hotel's free-cancellation window (shown on its page under Policies; 1 day before check-in if the hotel hasn't set one) and you get a full refund. After the window closes, the payment isn't refunded.
Refunds go back to the card or mobile money account you paid with, normally within 5 to 10 working days.
4. 50% deposit
The deposit holds your room and is not refundable if you cancel or don't arrive. The rest is paid at the hotel.
5. Paid at the hotel
Nothing is paid in advance, so there is nothing to refund. Any refund for money you paid the hotel directly is between you and the hotel. Tell us if you have trouble and we will step in.
6. When the hotel cancels
If the hotel cancels a booking you paid for online, in full or as a deposit, you get everything you paid back, whatever the window.
7. No-shows
If a hotel reports that you didn't arrive and you did, answer the email we send (we remind you every few days) or tell us within 48 hours. Our team reviews it.
8. Contact
To ask about a cancellation: the Messages page in your account.