Cancellation & refund policy
Last updated 23 October 2026How cancellations work depends on what you booked. The rule that applies is also shown before you pay.
1. Short stays and hotel rooms
Flexible rates: cancel up to 48 hours before check-in for a full refund. Within 48 hours, the first night is charged.
Non-refundable rates: no refund or date changes once paid.
2. Leases
If you cancel before the lease is signed, you get a full refund less any Payaza processing fee. Once signed, the cancellation terms in your lease agreement apply.
Security deposits are returned within 14 days of move-out, less any agreed deductions for damage or unpaid bills.
3. Viewings
Viewings are free. Please cancel or reschedule at least 2 hours before so your agent can plan their day.
4. If we cancel
If a property becomes unavailable after you have paid, we refund you in full or, if you prefer, offer a comparable home.
5. How refunds are paid
Refunds go back to the original payment method — Mobile Money, card or bank account — within 1–3 working days of approval. Your bank may take longer to show it.