Your cancellation policy tells travelers how far in advance they must cancel to receive a refund. You choose one policy per listing, and the policy applies to the entire calendar unless you create a seasonal cancellation policy.

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

 

Cancellation policy options 

Choose one policy for each listing. Each policy defines the refund amount a traveler receives based on how many days remain before check‑in.

Travelers must cancel by 11:59 p.m. (property time zone) on the final day of the refund window.

  • Relaxed (recommended):
    • 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

Note:

  • Your cancellation policy takes priority over the 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 

  • 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, you are charged a booking fee on the amount you retain from the traveler’s payment.

 

Seasonal cancellation policies

Seasonal cancellation policies can make your policy more or less strict for specific sets of check-in dates.

  • Seasonal policies apply only to the check‑in date ranges you define.
  • They automatically expire when the date range ends.
  • The applicable policy is determined by the traveler’s check‑in date, not the full stay dates.

For example, if a traveler books Feb 2–24, the policy for Feb 2 (their check‑in date) applies.

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

Important: Changes to a seasonal cancellation policy don’t apply to existing bookings, even if the existing stay falls within the updated date range. Bookings always retain the policy that was active at the time of booking.