Heartful

Heartful Cancellation Policies

Accurate as of October 2025

At the time of creating one or more listings, hosts must select one of the following guest cancellation policies to apply to each individual listing:

Cancellation Policy: Flexible 

  • Full refund if cancelled 24+ hours before check-in
  • No refund if cancelled within 24 hours of check-in

Cancellation Policy: Moderate

  • Full refund if cancelled 5+ days before check-in
  • 50% refund if cancelled 2–5 days before check-in
  • No refund if cancelled within 24 hours of check-in

Cancellation Policy: Firm

  • Full refund if cancelled 5+ days before check-in
  • No refund if cancelled within 5 days of check-in

Cancellation Policy: Strict

  • Full refund if cancelled 14+ days before check-in
  • 50% refund if cancelled 7–14 days before check-in
  • No refund if cancelled within 7 days of check-in

Cancellation Policy: Ultra Strict

  • Full refund if cancelled 30+ days before check-in
  • 50% refund if cancelled 14–30 days before check-in
  • No refund if cancelled within 14 days of check-in

The particular policy attached to a specific listing that a guest has booked will in turn determine whether or not that guest is entitled to a refund of any description. Depending on the timing of the cancellation, this refund may need to be processed by Heartful or may need to be processed by the host directly, if one or more payouts for the relevant booking has already been made. 

If one or more payouts have already been made to the relevant Host for a specific booking and the guest has cancelled within a timeframe that deems them eligible for a part or full refund, the Host must process this refund using the Guest's nominated banking details within no more than 5 business days of the cancellation being made, otherwise the Host's listing will be temporarily deactivated or possibly removed from the platform. 

Please note: cancellation policies cannot apply in 'blanket' form to multiple listings managed by the same Host. There must be an individual cancellation policy assigned to each individual listing.

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