Refunds go back to the payment method you used, and any credit you used goes back to your account. How much you get back depends on who cancels, when, and the venue's cancellation policy. Security deposits are always returned in full on cancellation.
1. What is refunded in each case
| Situation | Booking amount | Credit used | Security deposit |
|---|---|---|---|
| You cancel | Per the venue's policy: 100%, 50% or 0% (see the Cancellation Policy) | Returned in the same proportion as the refund | Returned in full |
| Host cancels a confirmed booking | 100% | Returned in full | Returned in full |
| Host declines your request, or it expires after 24 hours | Not charged | Not used | Not charged |
| Severe weather rule applies and you cancel | 100% | Returned in full | Returned in full |
| Venue seriously not as described (reported within 24 hours of the start) | Part or all, as we decide | In proportion to the refund | Returned in full, unless a valid host claim applies |
| Booking goes ahead normally | Not refunded | Not returned | Returned about 48 hours after the end, unless the host makes a valid claim |
2. How refunds are paid
2.1 Cash refunds go back to the original payment method. We cannot pay a refund to a different card or account.
2.2 Credit used on a booking is returned to your account, in the same proportion as the cash refund. Returned credit follows the conditions shown on the Rewards page.
2.3 Coupons used on a cancelled booking are handled as stated in the coupon's conditions. Unless those conditions say otherwise, a used coupon is not reinstated.
2.4 Timing. We start the refund when the booking is cancelled. It then usually takes 5 to 10 working days to appear, depending on your card issuer or bank.
3. Security deposits
3.1 On cancellation, by you or the host, the deposit is always returned in full.
3.2 After a booking that goes ahead, the deposit is returned about 48 hours after the booking ends.
3.3 If the host reports damage, overtime or extra cleaning within 48 hours of the end, with evidence, we hold the deposit while we review the claim. We tell you about the claim and give you a chance to respond. We then return the deposit in full, or pay part or all of it to the host and return the rest to you.
4. Disputes
4.1 If the venue is seriously not as described, tell us within 24 hours of the booking's start time, with photos or other details where possible.
4.2 We review the information from you and the host, and may refund in part or in full.
4.3 Our decision does not affect any legal rights you have under Hong Kong law.
5. Payment errors
If you are charged twice, or charged the wrong amount because of a platform error, contact us and we will refund the difference.
6. Payments made outside the platform
We cannot refund money paid directly to a host outside the platform. Always pay through the platform.
7. Contact
For refund questions, use the contact form and include your booking reference.