Cancellation and refunds

Unpaid holds

When you start a booking we hold the rooms for a short window. If payment is not completed in that window the booking expires automatically and the rooms return to inventory. Nothing is charged.

Cancelling before payment

You can cancel a pending booking at any time from your trips. Inventory is released immediately.

Cancelling a confirmed booking

Cancelling a confirmed booking moves it to refund pending. Our team reviews it, the rooms are released, and the refund is processed to the original payment method or, where you prefer, to your GoStay wallet.

Wallet credits

Stay credits applied to a booking are debited when the booking is confirmed. If a confirmed booking is refunded, the credit portion is returned to your wallet rather than to your bank.

Provider cancellations

If a provider cannot honour a confirmed booking, we refund you in full and record the incident against the provider. Repeated provider cancellations lead to suspension.

Safety-related cancellations

If you arrive and the property is unsafe or materially different from its listing, raise a safety case immediately from Support. These cases are prioritised and can result in a full refund.

Timelines

Gateway refunds usually reach your bank within five to seven working days once approved. Wallet refunds are instant.