Cancellation Policy
Cancellation Policy
Last updated: 2026-05-19
Each host selects one of three cancellation policies when they create a listing. The policy applies to all bookings on that listing.
Refund Tiers (Base Price Only)
The platform service fee (Guest Fee) is non-refundable in all cancellation scenarios.
Flexible
- Guest receives 25% refund of the base price if cancelled at any time before the session.
- Guest receives no refund if they no-show.
Moderate
- Guest receives 50% refund of the base price if cancelled at any time before the session.
- Guest receives no refund if they no-show.
Strict
- Guest receives 100% refund of the base price if cancelled at any time before the session.
- Guest receives no refund if they no-show.
Note: the policy labels "Flexible", "Moderate", "Strict" describe the host's stance on cancellations. The refund percentage is the share of the base price the guest receives back.
Host Cancellations
If a host cancels a booking:
- The guest receives a 100% refund of the base price AND the guest service fee.
- The host's cancellation rate is tracked. Repeated host cancellations may result in listing suspension.
- The Platform may offer the guest a re-book credit at our discretion.
Booking Changes
If a guest requests a booking change (date, time, session count), the host may approve or reject. Approved changes recalculate pricing per the Change Request flow. Rejected change requests leave the original booking intact.
Disputes
If a guest disputes a session after it occurs, the dispute window is 24 hours from session end. Disputes are reviewed by Trust & Safety and may result in refunds beyond the standard tiers at our discretion.
Refund Timeline
- Refunds are issued back to the original payment method.
- Most refunds appear within 5–10 business days, depending on the issuing bank.