When will I receive my refund?
Please note that if you cancel your booking, any refund due is determined by the cancellation policy conditions*. You can see your booking cancellation policy through Manage my holiday booking.*If your booking was accepted less than 24 hours ago and your stay is 60 days or more away, then the cooling-off period will apply and your booking will be refunded in full. You can view what refund you may be due through Manage my holiday booking.
If the owner cancels your booking, you will receive a full refund of the payment you’ve made for your booking.
The time it takes to process a refund depends on how you paid for the booking.
If you used PayPal, you’ll typically see the funds in your account within 24 working hours of the refund being initiated. If you used a credit/debit card, it can take up to 10 working days for the refund to arrive in your account (depending on the card provider).
Please note:All refunds go back to your original payment method. If you used different payment methods to pay for your booking, you might receive a split refund.
Paid the owner/manager directly
Please contact the owner/manager to find out when you’ll receive your refund. You may find details in the rental agreement if you have one.
Damage deposits
In most cases, you don’t pay a damage deposit up front. Instead, we save your payment details securely and you’re only charged if the owner reports damage and their claim is successful.
Occasionally, you will pay a damage deposit up front as part of the total rental cost. In this case, the owner has 10 days after you check out to report any damage. If they don’t, we’ll return your deposit. If their claim is successful, we’ll deduct the agreed cost and return the remainder.
You’ll receive the damage deposit refund back to the payment method you’ve used to pay the balance. If you paid via PayPal, the refund should be with you within 24 hours. If you paid using a credit or debit card, it may take up to 10 working days (depending on the card provider).
Not sure if you paid a damage deposit up front? Log in to Manage my holiday booking to check. The deposit status will be shown on the right side of the page under Price summary.
If you paid the property owner/manager directly, they are responsible for returning your damage deposit. Contact them to ask how your deposit will be refunded. Your booking contract might outline a timeframe for returning your deposit.
Learn more about damage deposits here.
See also
How much will I be refunded?