Legal
Cancellation policy
Every rate shows its own cancellation terms before you pay. This page explains what those terms mean.
Draft for legal review
The three kinds of policy
- Free until start time. Cancel any time before the start of your covered window for a full refund.
- Cut-off before arrival. Cancel up to a set number of minutes or hours before the start time (for example, 2 hours before) for a full refund. After the cut-off the booking cannot be cancelled.
- Non-refundable. The booking cannot be cancelled or refunded once paid. These rates are clearly labelled.
How to cancel
Open your booking from the confirmation email, from Find my booking, or from your account, and choose Cancel booking. The page shows whether cancellation is still allowed and the refund amount before you confirm.
Refunds
Refunds go back to the original payment method and usually appear within 5 to 10 business days, depending on your bank. If a facility cannot honor a confirmed booking, we refund you in full.
No-shows
If you do not use a booking and did not cancel within the policy, the booking is not refundable.
Questions
Contact us with your confirmation code and we will help.