Cancellation & Refund Policy
This policy explains the difference between a pending request before confirmation and a confirmed booking after owner/admin approval, and how each property policy governs cancellation, refund, and date-change handling.
Platform records determine whether a booking was still pending or had become confirmed. This policy must be read together with the Terms & Conditions and the cancellation text shown on the property page, checkout, and booking document.
1. How This Policy Works
- It applies to bookings made through Lodging.ae via the website, app, payment links, or support-assisted channels tied to the platform.
- Before the booking is confirmed by the owner, or by support after verifying availability, the request remains pending and the post-confirmation refund policy does not yet apply.
- After confirmation, the governing cancellation, refund, and date-change policy is the one assigned to that property itself and must be kept updated in the system by the owner or the platform coordinator.
- Any refundable deposit/insurance or direct on-site charge imposed by the owner is not part of the Lodging.ae refund flow unless it was expressly collected through Lodging.ae.
2. Cancellation Before Booking Confirmation
- If the request is still pending and unconfirmed, the guest, owner, or support team may cancel it at any time before confirmation without cancellation fees for either side.
- At this stage the booking amount has not yet been finally captured as a confirmed reservation, so the amount is fully released or reversed according to the authorization/transaction state.
- If you paid by card, Tabby, or Tamara and the owner has not confirmed yet, the amount is only on hold. If the request is cancelled the hold is released in full, though your bank may show it for a few days before it disappears.
- Post-confirmation administrative fees or refund percentages do not apply at this stage because the booking has not yet become confirmed.
3. Cancellation After Booking Confirmation
- After confirmation, the governing rule is the property-specific cancellation/refund policy set by that property’s owner in the system, whether it provides a full refund, partial refund, or no refund.
- If the guest cancels a confirmed booking, administrative fees are non-refundable and the booking amount remains subject to the owner policy for that property.
- Payment gateway fees are not refunded; the rest is refunded according to the property policy shown on its page and in the booking summary.
- Before you cancel, we offer alternatives that reduce your loss: the same property on another day (subject to its policy and availability), another property, or transferring the booking to a family member or friend.
- This policy may differ from one property to another in terms of the days required before arrival, the refundable percentage, or whether date changes are allowed, so the text shown on the property page, checkout, and booking document must be consulted.
- If the property-specific text is unclear or outdated, clarification should be requested from support before payment or before submitting a cancellation request.
4. Owner Cancellation or Property Unavailability
- If the owner cancels a confirmed booking, the guest receives a full refund of the amount paid without deductions, and the owner bears the administrative costs created by that cancellation.
- If the owner cancels a confirmed booking or the property turns out to be unavailable, you get a full refund without deduction, or we move your booking to another property or another day if you prefer.
- If you arrive and the property does not exist or materially differs from the booking, tell us the same day; we will stop the payout to the owner and refund you.
5. Pending Requests, Failed Payments, and Incomplete Bookings
- If the booking is not completed, not confirmed, or the payment fails, no stay right is created, and the request may be cancelled, dates released, or charges reversed depending on the transaction state.
- A temporary authorization or pending transaction may sometimes appear with the bank or payment provider before it drops off or is automatically reversed under that provider’s rules.
6. Bank Transfer and Deposit Bookings
- You may pay by bank transfer in full or as a deposit. Any amount paid through Lodging.ae, in full or as a deposit, is refunded under the sections above.
- Any remaining amount paid directly to the owner at check-in stays between the guest and the owner.
7. Date Changes and Rescheduling
- Date changes are requested through Lodging.ae WhatsApp or the booking page, and our team arranges them with the owner according to the property policy and availability. If the new day costs more you pay the difference; if it costs less the difference is not refunded.
- If the property policy does not allow date changes or the owner rejects the new date, no automatic right to reschedule arises.
8. Deposits, Damage Claims, and No-Show
- Any security deposit is a direct arrangement between guest and owner only. Lodging shows it for information purposes only and does not collect it, refund it, mediate it, or decide disputes relating to it.
- If the guest does not appear, cannot be reached, or fails to meet essential access requirements after confirmation, the matter may be treated as a no-show under the property policy.
- Complaints about property condition, cleanliness, amenities, or mismatch do not create an automatic refund unless the owner cancels the booking or Lodging expressly decides otherwise.
9. Refund Method and Timing
- Once approved, refunds are returned, where possible, to the original payment method or by the method designated by the system, the payment provider, or the relevant support channel.
- The time it takes for the amount to appear on the card or bank account depends on the bank, payment provider, or instalment system, and the result may appear as a full or partial refund depending on what was approved.
10. Chargebacks, Fraud, and Exceptional Situations
- If a chargeback, bank reversal, fraud signal, or misuse concern arises, Lodging.ae may suspend the account, booking, or related benefits until verification is complete.
- In force majeure, competent-authority orders, safety risks, or compliance events, the platform may offer rescheduling, credit, or refund according to the property policy, actual recoveries, and applicable law.
Refund and Cancellation Contact
To speed up handling, please provide the booking number, cancellation date, request reason, and any relevant documents, images, or messages.
Regulatory Note
This policy describes Lodging.ae operational handling, but it is not intended to cancel any refund, complaint, or compensation right that applicable law does not allow to be waived or limited.
