Cancellation refunds
Travellers can cancel their booking through their traveller account. They will automatically receive a refund based on the cancellation policy you set up within the Rules & policies section of your account.

If you decide to refund more than your cancellation policy allows, you can process the refund in your Reservation manager. See the related article for detailed instructions

Service fee refunds
If the traveller receives a refund of 100% of the amount paid, we will automatically refund the service fee to them.

Damage deposit refunds
The refundable damage deposit is also held and later automatically refunded 7 or 14 days after check-out, depending on which option you select. If damage occurs during a stay, you can claim all or a portion of the refundable damage deposit prior to the 7 or 14 day period ending. You will receive an email reminder the day a traveller checks out to take action if necessary.

Bookings charged in different currencies 
If a booking was charged in a different currency, the payment and refund totals may vary based on currency exchange rates and bank-issued exchange fees.