Heartful Host Cancellation Policies

Updated: October 2025

These Terms help both Heartful and Hosts create fair and reliable hosting experiences. Please read them carefully before publishing a property listing.

1. Choosing a Cancellation Policy

Every listing must have one cancellation policy. You can choose between Flexible, Moderate, Firm, Strict, or Ultra Strict. Each property operates under its assigned policy, visible to guests during booking.

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-inThe 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.

2. Host Cancellations

If you must cancel a confirmed booking, please do so from your Host Dashboard as early as possible and explain the reason clearly.

When a host cancels a booking:

• The guest will get a full refund, including all applicable fees.
• If you already received payout, you’ll need to send back the refunded amount to the guest’s original payment method within 5 business days. Heartful will assist you with this as needed.

Important:

Please cancel only in truly unavoidable situations (like emergency repairs or urgent personal matters). If Heartful incurs payment application fees through Stripe or other systems while processing refunds, these fees may be automatically deducted from your next available payout, or from future booking balances if your current balance is zero.

3. Refund Cooperation

If a guest is due a refund — whether due to their own cancellation or yours — Heartful will guide the process to make it easy for both sides.Hosts are responsible for supporting refund actions if funds have been transferred already.

4. Communication and Support

Heartful believes in fairness and transparency.We’ll always keep hosts informed about any policy updates, and we’re open to feedback at [email protected].

If your cancellation happened for reasons beyond your control (e.g., safety concerns or natural events), contact us right away so we can assist you and your guest.

Effective date: 22 October 2025

Issued by: Heartful Pty Ltd, Melbourne, Australia

Support: [email protected]