1
Different schedules protect each side appropriately
Traveller cancellations compensate the Owner for lost booking value. Owner cancellations use a stronger schedule because the Traveller may suddenly need replacement accommodation.
PROTECTION
Cancellations
Cancellation rules are shown before a booking so both sides know what happens if a confirmed stay is cancelled — including the stronger Owner-side protection for Travellers.
2
Money goes to the affected party
Cancellation amounts are based on the agreed accommodation price and are for the non-cancelling party rather than ordinary NOOST revenue.
3
Owner cancellations also affect reliability
Repeated or late confirmed-booking cancellations can lead to warnings, reduced reliability, suspension or removal.
4
The accepted booking policy controls
The policy version shown and accepted for the booking determines what applies.
DETAILS
Traveller cancellation schedule
30+ days before check-in0%
20–29 days before check-in5%
10–19 days before check-in10%
5–9 days before check-in15%
0–4 days before check-in25%
DETAILS
Owner cancellation schedule
31–60 days before check-in5%
15–30 days before check-in10%
8–14 days before check-in15%
More than 48 hours to 7 days before check-in25%
Within 48 hours of check-in35%
DETAILS
Traveller cancellation example · $1,000 booking
Traveller cancels 7 days before check-in15% cancellation amount
Amount for Owner$150.00
Refundable accommodation balance$850.00
Third-party payment processingAny non-refundable amount, if applicable, is disclosed separately
DETAILS
Owner cancellation example · $1,000 booking
Owner cancels 7 days before check-in25% Owner cancellation amount
Owner cancellation amount owed to Traveller$250.00
Traveller accommodation paymentApplicable accommodation amount refunded
Owner reliabilityCancellation event recorded; repeated/late cancellations carry stronger account consequences
DETAILS
Confirmed-booking cancellation flow
1. Start cancellationCancelling party reviews reason and consequences before confirming
2. Calculate amountTiming at cancellation sets the percentage of the agreed accommodation price
3. Cancel bookingBoth parties are notified and dates are released where applicable
4. Settle moneyTraveller cancellation pays Owner; Owner cancellation refunds Traveller and adds the Owner cancellation amount owed
5. Record consequencesOwner-caused cancellations are recorded in reliability and can trigger stronger action
ImportantOwner cancellations intentionally carry a stronger schedule than Traveller cancellations because the Traveller can lose confirmed accommodation and face replacement costs. Final collection mechanics, exceptional-circumstance language and legal enforceability still require pre-launch review.
AT A GLANCE
What this means.
- Traveller cancellation schedule: 30+ days 0%; 20–29 days 5%; 10–19 days 10%; 5–9 days 15%; 0–4 days 25%.
- Owner cancellation schedule: 31–60 days 5%; 15–30 days 10%; 8–14 days 15%; more than 48 hours to 7 days 25%; within 48 hours 35%.
- If a Traveller cancels, the applicable amount goes to the Owner and the remaining refundable accommodation amount returns to the Traveller.
- If an Owner cancels, the Traveller receives the applicable accommodation refund plus the Owner cancellation amount owed, and the event is recorded in Owner reliability.
- Non-refundable payment/refund processing costs caused by a cancellation are borne by the cancelling party, and exceptional circumstances may be reviewed with evidence.
- The live policy remains subject to final legal/payment review before launch.