We are really sorry to hear that you want to cancel your booking. To make it official, we have a process that you can follow:
- Please send an email to firstname.lastname@example.org explaining the reasons for cancellation. Make sure to provide sufficient proof to sustain your claims (pictures, videos, etc) and our Refunds and Cancellations team will asses it.
- Keep an eye on your email, we will need to get in touch with you and ask for further information if necessary.
- The confirmation of the cancellation and outcome of your case will be sent to you via email.
Remember that according to our Terms and Conditions a full refund will only be approved in case the room is not as advertised or agreed upon, provided that you notify us about this during the first 48 hours of your move-in date registered on the platform. You have this time to report issues with your booking and it not being as advertised. After this period, it won't be possible to process a refund as the first month's rent will have been sent to the advertiser. However, you can contact them to try to come to an arrangement.
Also, if you inform us about your desire to cancel within the first 24 hours after the confirmation of the payment, you will receive the first month's rent back but the service fee is non-refundable.
If you have any questions, please reach out.