Rate-specific cancellation terms
Every room rate can have different cancellation rules. Before confirming, review whether the rate is refundable, the free-cancellation deadline, and the fee that applies after that deadline or for a no-show.
Requesting a cancellation
- Use the available booking-management or support channel.
- Provide the partner order ID, supplier order ID, guest name, hotel and stay dates.
- A cancellation is complete only after the supplier accepts it and the status is shown as cancelled.
- Do not send duplicate cancellation requests while a status is being verified.
Cancellation charges
The supplier calculates any cancellation fee under the selected rate policy. A non-refundable rate may have a fee up to the booking amount. Hotel no-show, early departure or property-level charges may be handled under separate hotel rules.
Refund amount and method
If the supplier confirms that money is refundable, the eligible amount is returned through the original payment method or the applicable payment-provider process. Gateway, bank and card-network processing time may continue after a refund is initiated.
Refund timing
The expected timeline depends on the supplier, payment provider and customer's bank. [Add the supported payment gateway's reviewed refund timeline here before going live.]
Failed booking or payment mismatch
If a payment appears successful but the booking failed or remained unconfirmed, contact support before trying again. The supplier order status and payment status must be verified separately to prevent a duplicate booking or duplicate charge.