Cancellation & Refund Policy

This policy describes how cancellations and refunds actually work on Guestly. The single source of truth is the refund preview shown to you before any cancellation is confirmed — it is computed by the same engine that executes the refund.

Guest cancellations

• Every listing shows its cancellation policy (for example, Flexible: free cancellation until 24 hours before check-in) before you book.
• When you start a cancellation, you see a line-by-line preview: accommodation, cleaning and other fees, platform fee and GST — what was charged and what returns — and the exact total you will get back. Nothing is charged or refunded beyond that preview.
• After check-in, unused nights are refunded only to the extent the listing's policy provides.
• Large refunds may pass a quick manual review before processing.

Host cancellations

• Hosts cannot cancel confirmed bookings. A host who cannot honour a stay must submit a cancellation request, which Guestly support reviews (urgently when check-in is within 24 hours).
• If the request is approved, you are refunded in full for the affected stay, and we tell you immediately. Guest compensation on top of the refund may apply as configured.

Refund processing

• Approved refunds go to the original payment method — never to a wallet — normally within 7 days.
• You can watch the status on the trip page: requested → approved → refund initiated → completed.
• Failed or duplicate payments: a payment that never confirmed a booking is not kept — contact support with the transaction ID and it is traced with the payment provider.

No-shows and force majeure

A no-show is treated as a cancellation at check-in time under the listing's policy. Events beyond anyone's control (natural disasters and similar) are handled case-by-case through support, with rebooking or refund. LEGAL REVIEW REQUIRED: formal force-majeure definition.