Refund & Cancellation Policy

Effective 24 September 2026 · Version 2026-09-24

This policy explains when you can get your money back and how to cancel. It is part of our Terms of Service and does not affect your statutory rights.

1. Full refund guarantee

We refund the full price of a Reservation ($12.00 for a single reservation, or the most recent monthly payment for Unlimited) if:

• The Reservation cannot be found. The hotel cannot locate the Reservation by its confirmation number during the Hold Period.
• Visa refused because of the Reservation. Your visa application is refused and the written refusal states that the accommodation evidence was the reason (or one of the reasons). A copy of the refusal letter is required.
• We could not confirm the room. This refund is automatic; you don't need to ask.
• Duplicate charge or billing error.

2. When a refund is not available

• Once a Reservation has been confirmed and delivered, except as set out in section 1 or where the law requires.
• Where the Reservation could not be used because of inaccurate information you gave (for example a name that doesn't match your passport).
• Where the Hold Period ended and the Reservation was cancelled as described in the Terms, including if you did not extend it in time.
• Where a visa was refused for reasons unrelated to the Reservation.
• Where the service was used in breach of section 3 of the Terms.

3. How to request a refund

Reply to your confirmation email or write to [email protected] within 30 days of the order (or of the refusal decision, for visa refusals). Include your confirmation number and, where relevant, the supporting document. We confirm eligibility within 2 business days.

4. How refunds are paid

Approved refunds go back to the original payment method through Stripe, usually on the day we approve them. Your bank may take 5 to 10 business days to show the credit. We don't refund in cash or to a different card.

5. Cancelling Unlimited

You can cancel at any time from your account (Account → Cancel plan), through the billing portal, or by emailing [email protected]. Unlimited stays active until the end of the month you've paid for and is not charged again. Partial months are not refunded, except within 14 days of your first payment as described in section 7 of the Terms, or where required by law.

6. Cancelling or releasing a Reservation

You can release a Reservation early from your account at any time; it is then cancelled with the hotel. Releasing a Reservation does not create a right to a refund.

7. Chargebacks

Please contact us before disputing a charge with your bank. Most issues are resolved faster by us than through a dispute. If a dispute is opened, we may provide our records of the order, your acceptance of the Terms and the delivery of the Reservation to the card issuer.

8. Contact

[Company legal name], [Registered office address]. [email protected]