Heartful Cancellation Policies

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:

Flexible: The Guest will receive a full refund if they provide more than 24 hours notice of cancellation to the Host. If 24 hours or less notice is given, the Host retains the full booking fee.

Moderate: The Guest will receive a full refund if they provide more than 5 days notice of cancellation to the Host. If 5 days or less notice is given, the Host retains 50% of the booking fee.

Firm: The Guest will receive a full refund if they provide more than 5 days notice of cancellation to the Host. If 5 days or less notice is given, the Host retains the full booking fee.

Strict: The Guest will receive a full refund if they cancel more than 14 days before their scheduled arrival date. If 14 days or less notice is given, the Host retains 50% of the booking fee. If 7 days or less notice is given, the Host retains the full booking fee.

Ultra-Strict:?The Guest will receive a full refund if they cancel more than 30 days before their scheduled arrival date. If 30 days or less notice is given, the Host retains 50% of the booking fee. If 14 days or less notice is given, the Host retains the full booking fee.

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.