Refunds and failed payments

Failed payments

If a payment fails, you are not charged — no money is kept for a failed attempt. Just try booking again. If your bank shows a pending hold against a failed payment, it reverses on its own.

Refunds

Refunds are handled case by case, together with the host. There's no one-click refund button, because whether a refund applies depends on the host's terms and the situation.

To request one, have your booking ID and the reason ready and reach us from the Help page. We'll check eligibility with the host and let you know the status and timeline. Once a refund is processed, the booking shows as refunded.

Our refund policy page has the general terms.

Money left my account but I have no booking

If you were charged but don't see a confirmed booking, don't book again straight away — contact us from the Help page with the amount and the date. We'll trace the payment and either confirm the booking or arrange the refund.