Before confirmation
An unconfirmed booking request can generally be changed or withdrawn without being treated as cancellation of a final booking, unless a paid or non-refundable commitment has already been made with your approval.
After confirmation
Cancellation is governed by the terms confirmed for the booking. Some rates may allow free cancellation until a deadline, while others may be non-refundable or subject to fees.
Refund requests
When a refund is due, the request is recorded and reviewed before funds are returned through the available process based on the payment method, supplier handling and payment-provider procedures.
Refund timing
After a refund is processed, additional time may be required by banks, card networks or payment providers before the funds appear. Support channels can be used to follow the request status.
No-shows and delays
Failure to arrive or significant delay can result in loss of the service value under supplier rules. Contact us as soon as possible if an urgent change affects the booking.