Why have I not received my refund?

First, check whether you’re due a refund by logging into Manage my booking. If a refund is due, it will be outlined in the Refund section on the right-hand side of the page.

Please note that refunds are only disbursed on business days, and the time it takes to process a refund depends on how you paid for the booking:


If you paid via our payment platform:

Any refund due in accordance with the owner’s cancellation policy will be processed 24 hours after the owner cancels the booking:

  • Using PayPal: you’ll typically see the funds in your account within 24 hours of the refund being initiated.

  • Using a credit or debit card: it can take up to 10 business days for the refund to arrive in your account, depending on the card provider.

Please note: if you used different payment methods to pay for your booking, you might receive your refund in separate transaction. For example, if you used a different payment card for your deposit and balance, each payment will be returned to the respective card.

If the time frames above have lapsed and you’re unable to locate the funds, we suggest contacting your card provider or PayPal to investigate the transaction. If you have since changed providers or been issued a new card, discuss this with your provider to find out how such cases are handled.   

Paid the owner or property manager directly:

Please contact the owner or property manager to find out when you’ll receive your refund. You may find details in the rental agreement if you have one.

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