Refunds

A refund may be available when a booking is cancelled within its free-cancellation period, when its specific rate rules provide for a partial refund, or when an accommodation or supplier approves an exception.

Non-refundable rates, no-shows, unused nights, and cancellations after the final deadline are normally not eligible. Your booking confirmation and cancellation summary show the terms that apply.

The refundable amount is the payment received minus any cancellation penalty, non-refundable booking charge, or other fee clearly disclosed before payment. We may also retain a service or administration fee where your booking terms expressly allow it and applicable law permits it.

We will not add a refund fee that was not disclosed or legally permitted. Fees charged separately by your bank, card issuer, or currency provider are outside our control.

Refunds are returned to the original payment method. We do not normally send a refund to another card, bank account, or person.

Stripe processes card payments on our behalf. Card details are handled by Stripe and do not pass through or remain on our servers.

After cancellation approval, we normally submit an eligible refund within 5–10 business days. Your bank or card issuer may take additional time to display the credit.

Public holidays, currency conversion, and card-network processing may cause delays. A pending supplier decision is not a refund approval, and the processing period begins only after the cancellation and refundable amount are confirmed.

A refund can usually be returned to an expired or replaced card because the issuing bank routes it to the current account. If the account is closed or the refund is declined, contact [Support Email].

We may request information needed to trace the payment or confirm an alternative method. We will not request full card details by email.

Open **My Bookings** and select the booking to view its cancellation and refund status. Statuses may include pending approval, approved, submitted, completed, or declined.

If your bank cannot locate a submitted refund, contact [Support Email] with your booking reference. We may provide a refund reference that your bank can use to trace it.

Only one refund is due for the same payment amount. If a card authorisation was released, a payment was reversed, or a refund has already been completed, we will not issue the same amount again.

If a duplicate refund or credit is made in error, we may recover the duplicate amount where permitted by law. We will provide transaction records explaining the correction.

Please contact [Support Email] before asking your bank to reverse a payment. We may be able to resolve a cancellation, refund delay, or unfamiliar transaction more quickly.

Starting a chargeback does not create an additional right to a refund. We may provide the bank with the booking confirmation, rate rules, cancellation records, and relevant communications when responding to a dispute.