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.
Cancellation & Refund Policy
Last updated: March 2026
At Lodging.ae, we strive to provide a seamless booking experience. This policy outlines the general cancellation and refund terms applicable to bookings made through our platform. Please note that specific terms may vary by property and booking type.
1. Service Fee (Non-Refundable)
A service fee is applied to all reservations to cover platform services, payment processing, and operational costs. The applicable rate will be displayed at checkout.
The service fee is non-refundable under all circumstances, including cancellations, date changes, and no-shows.
2. Cancellation Before Confirmation
If you cancel your booking before the property owner confirms, you will generally receive a full refund. Lodging.ae reserves the right to apply processing fees if applicable.
3. Cancellation After Confirmation
Once your booking is confirmed by the property owner, cancellation terms apply as follows. Each property may have its own specific cancellation policy, which will be communicated to you before you complete your booking. The property's specific policy takes precedence.
3.1 Early Cancellation
- If cancelled within the early cancellation window (as defined by the property's policy), you may receive a refund minus the non-refundable service fee
- The exact refund amount is determined based on the property's policy and at Lodging.ae's discretion
3.2 Late Cancellation
- Cancellations made after the early cancellation window may result in a partial refund, reduced refund, or no refund, depending on the property's policy and the timing of the cancellation
- A portion of the booking value may be retained to compensate the property owner
3.3 Same-Day / Non-Refundable Cancellation
- Cancellations made less than 24 hours before check-in: Generally non-refundable
- If the property's policy states "non-refundable from confirmation": No refund
- No-shows (failure to arrive without notice): No refund
4. Date Changes
Some properties may allow date changes as an alternative to cancellation:
- Availability of date changes depends on the property's policy and owner approval
- Date changes may be subject to price adjustments based on the new dates
- Lodging.ae does not guarantee that date changes will be possible in all cases
- We recommend requesting date changes early to improve the likelihood of approval
5. Owner Cancellation
If the property owner cancels your confirmed booking:
- Lodging.ae will work to provide a refund, which may include the service fee at Lodging.ae's discretion
- Our team will make reasonable efforts to assist you in finding an alternative property, but availability is not guaranteed
- Lodging.ae shall not be liable for any indirect costs, losses, or inconvenience caused by an owner cancellation
6. Bank Transfer Bookings
For bank transfer bookings, a deposit is required to secure your reservation:
- The deposit amount will be shown at the time of booking
- Cancellation terms apply to the deposit as described above
- The remaining balance is due as agreed at the time of booking
7. Refund Processing
- Credit/Debit Card: Refunds are generally processed within 5-14 business days, though processing times may vary depending on your bank
- Tabby/Tamara: Refunds are processed through the installment provider according to their policies
- Bank Transfer: Refunds are generally processed within 3-7 business days
Lodging.ae is not responsible for delays in refund processing caused by banks, payment providers, or other third parties.
8. Special Circumstances
Lodging.ae reserves the right, at its sole discretion, to make exceptions to this policy in special circumstances, including but not limited to medical emergencies, natural disasters, government restrictions, or other force majeure events. Any such exceptions are granted on a case-by-case basis and do not set a precedent for future requests.
9. Disputes
If you disagree with a cancellation or refund decision, you may contact our support team. Lodging.ae will review the matter and make a final determination at its sole discretion. This decision shall be binding.
10. Modifications to This Policy
Lodging.ae reserves the right to modify this Cancellation & Refund Policy at any time without prior notice. The policy in effect at the time of your booking applies to that booking.
11. Contact Us
For any questions about cancellations or refunds, contact us via WhatsApp at +971 56 849 4470 or email info@lodging.ae.
Lodging.ae is licensed by the Dubai Department of Economy & Tourism | License No. 1186255
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.
- 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.
- 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.
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. Cash / Transfer Bookings
- This type of booking may require an upfront 50% advance to confirm the reservation unless the property page or Lodging.ae support clearly states otherwise.
- Any remaining amount paid directly to the owner at check-in or later remains outside Lodging.ae refund responsibility unless it was collected through Lodging.ae.
7. Date Changes and Rescheduling
- Current policy: if a guest wants different dates, the current booking must be cancelled under the cancellation policy and a new booking must be opened for the requested dates.
- 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.
