The secure booking fee is usually non-refundable, but may be refunded in the following cases:
If the advertiser cancels a booking that was already confirmed
If the advertiser doesn’t provide reasonable access to the booked accommodation or if there has been a fraud attempt.
If the place you booked is not as it was advertised on our platforms or there are no conditions to live inside (you must report this to us within 48 hours of your move-in date before we transfer your rent to the advertiser; you can do this by sending an email to firstname.lastname@example.org along with any proof).
You can find our full cancellation policy here. If you have any other questions just let us know!