Rescheduling or Cancelling a Booking

Host-Initiated Cancellations

By creating a Host Listing for their Property, the Host confirms that if they need to cancel a Confirmed Booking for any reason, the Guest will be refunded in full as soon as possible.

If a Host cancels a Confirmed Booking with:

1. Less than 7 days notice, they will be liable to pay the Guest the full amount of their cancelled booking within no more than 48 hours of the cancellation;

2. Less than 24 hours notice, they will be liable to pay the Guest an additional fee equal to 10% of the Listing Fee as compensation.

For example, if the cancelled booking was worth $1000 in total, the Guest must be refunded $1100.

This is to maximise the chances of the Guest securing like-accommodation in a short timeframe.

Exceptions to the Host-Initiated Cancellation policy may apply in extenuating circumstances, as determined by Heartful in our sole discretion, acting reasonably.

Guest-Initiated Cancellations

At the time of creating the Host Listing, Hosts must select one of the following guest cancellation policies:

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.?

Guest-Initiated Rescheduling

Where, prior to the date of a Confirmed Booking, a Guest would like to reschedule a Confirmed Booking to another date, the Guest must contact the Host directly to coordinate the change of dates and confirm availability of the property in question for the new booking dates.?

Any rescheduling of any Confirmed Bookings will be subject to the Host’s cancellation policy, as contained in the applicable Listing.

Where a Host accepts a Guest’s request to reschedule, the Host may reschedule the Confirmed Booking to the new proposed date through the Platform at their discretion also.?