The way a tenant can cancel a booking depends on the cancellation policy you've selected for your listing.
How tenants cancel a booking
Tenants can request a cancellation directly through their HousingAnywhere account.
The refund they receive depends on:
Your listing's cancellation policy.
The cancellation submission timeframe.
Whether they have a valid reason for cancellation under our Terms and Conditions.
If your listing has the Strict Cancellation Policy
Under the Strict Cancellation Policy, tenants can receive a full refund if they cancel within 24 hours of booking confirmation.
After that period, the first month's rent is generally non-refundable unless:
They have a valid cancellation reason under our Terms and Conditions; or
You agree to issue a refund.
For a complete overview of refunds and payouts, see Cancellation policies for your listing.
If your listing has the Flexible Cancellation Policy
The Flexible Cancellation Policy allows tenants to cancel before the move-in date with different refund amounts depending on when they cancel.
Under this policy:
NEW Flexible Cancellation Policy (for conversations started on or after 15th July 2026):
Within 24 hours of booking confirmation: Tenants receive a full refund of the first month's rent.
More than 31 days before move-in: Tenants receive a full refund of the first month's rent.
Between 30 and 15 days before move-in: Tenants receive a 50% refund of the first month's rent.
14 days or less before move-in: The first month's rent is non-refundable.
The previous Flexible Cancellation Policy (for conversations started before 15th July 2026):
Within 24 hours of booking confirmation: Tenants receive a full refund of the first month's rent.
More than 31 days before move-in: Tenants receive a full refund of the first month's rent.
Between 30 and 8 days before move-in: Tenants receive a 50% refund of the first month's rent.
7 days or less before move-in: The first month's rent is non-refundable.
For avoidance of doubt: For any conversation that started before 15 July, the previous Flexible Cancellation Policy will continue to apply, even if the booking was confirmed on or after 15 July.
For the complete refund and payout schedule, see Cancellation policies for your listing.
What happens if a tenant cancels within 48 hours of moving in?
If your tenant reports that the accommodation doesn't match the listing or another issue covered by our Terms and Conditions arises, they may be eligible for a refund after HousingAnywhere reviews the case, once they submit the official “Cancel Rental” form in the conversation on our platform within the 48-hour move-in window.
Once this happens, the payout will be on hold during the investigation process.
Each request is assessed individually based on the available evidence and our Terms and Conditions. Our dedicated Team will contact both you and your tenant to gather more information and evidence to fully understand the situation. You may expect a separate email to be sent to you between 2 and 5 business days from the cancellation submission time. Please keep an eye on the spam/junk folder to make sure you don’t miss any important updates.
Our priority will be to resolve all of the issues reported by the tenant, so we would appreciate your cooperation on that matter and resolving all of the issues reported, so the tenant can continue their booking and you will be entitled to receive a payout.