Your cancellation policy helps set clear expectations for travelers about when they can cancel and how much refund they will receive.

You select one cancellation policy per listing. This policy applies to all dates in your calendar unless you create a seasonal cancellation policy for specific time periods.

You can update your cancellation policy at any time in your Calendar settings.

Cancellation policy options

You can choose one policy for each listing. The policy determines how much refund a traveler receives based on how many days remain before check-in.

To qualify for a refund, travelers must cancel by 11:59 p.m. (property time zone) on the last day of the applicable refund window.

  • Relaxed
    • 100% refund 14 days before check-in
    • 50% refund 7-14 days before check-in
  • Moderate
    • 100% refund 30 days before check-in
    • 50% refund 14-30 days before check-in
  • Firm
    • 100% refund 60 days before check-in
    • 50% refund 30-60 days before check-in
  • Strict
    • 100% refund 60 days before check-in
    • No refund after 60 days
  • No refund
    • No refund allowed at any time

Note:

  • Your cancellation will override your rental agreement when they conflict.
  • Refund rules differ for integrated property managers (IPMs) and platform partners:
    • IPMs: Refunds are based on the amount payable (for example, 50% of total rent + fees).
    • Platform partners: Refunds are based on the amount paid (for example, 50% of the first payment collected at booking).

Custom refunds

There may be situations when you want to offer a refund to a traveler that doesn’t conform with your cancellation policy. You may override your policy and issue a custom refund. The custom refund must be equal to or greater than the amount required by your selected cancellation policy.

Impact on booking fees

If you have a pay-per-booking listing, your booking fee is based on the amount you keep from the traveler’s payment after any refunds.

Seasonal cancellation policies

Seasonal cancellation policies can adjust your policy’s strictness for specific sets of check-in dates.

  • They apply only to the check-in date ranges you define.
  • They automatically expire when the date range ends.
  • The policy is always determined by the check-in date, not the full stay.

For example: If a traveler books a stay from Feb 2 to Feb 24, the policy for Feb 2 (the check-in date) applies to the entire booking.

You can create and update seasonal cancellation policies from your Calendar settings.

Important: Changes to seasonal policies do not affect existing bookings. Each booking keeps the policy that was active at the time it was made.