NOOST legal

Cancellation & Refund Policy

Version: NOOST-2026-09-draft-v3 · This is the current NOOST product policy for testing and remains subject to final Ontario legal, payment and consumer-protection review before launch.

Confirmed bookings are commitments

Once a booking is confirmed, cancellation consequences apply. Traveller and Owner cancellations use different timing schedules because an Owner cancellation can leave a Traveller without the accommodation they relied on. Cancellation amounts are calculated from the agreed accommodation price and are for the affected, non-cancelling party — not ordinary NOOST platform revenue.

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%

If the Traveller cancels, the applicable amount goes to the Owner and the remaining refundable accommodation amount is returned to the Traveller, subject to the booking's payment/refund mechanics.

Example: A Traveller cancels a $1,000 confirmed booking 7 days before check-in. The Traveller cancellation amount is 15% ($150) for the Owner and the remaining $850 accommodation amount is refundable, before any separately disclosed non-refundable processor costs.

Owner cancellation schedule

Owner cancellations carry a stronger financial consequence because the Traveller loses a confirmed accommodation and may need to replace it on short notice.

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%

If the Owner cancels, the Traveller receives the applicable accommodation refund and the Owner owes the separate Owner cancellation amount to the Traveller. The cancellation is also recorded as an Owner reliability event. Repeated or late Owner cancellations may lead to warnings, reduced reliability standing, suspension, removal from NOOST and loss of Founding Owner status where applicable.

Example: An Owner cancels a $1,000 confirmed booking 7 days before check-in. The Traveller receives the applicable accommodation refund and the Owner owes an additional 25% cancellation amount ($250) to the Traveller. The Owner cancellation is also recorded in the Owner's reliability history.

What happens when a confirmed booking is cancelled?

1. Cancellation is startedThe cancelling party reviews the reason and consequences before confirming.

2. NOOST determines the applicable amountThe timing at cancellation determines the percentage of the agreed accommodation price.

3. The booking is cancelledBoth parties are notified and the property dates are released where applicable.

4. Money is settledTraveller cancellation: Owner receives the applicable amount. Owner cancellation: Traveller receives the booking refund plus the Owner cancellation amount owed.

5. Account consequences are recordedOwner-caused confirmed-booking cancellations affect reliability; repeated or late cancellations can trigger stronger action.

Processing costs caused by a cancellation

NOOST does not mark up payment-processing costs. If a payment processor does not return a processing or refund-transaction cost, that cancellation-related cost is borne by the cancelling party and is disclosed separately from the cancellation amount.

Exceptional circumstances

NOOST may review narrowly defined exceptional circumstances using reasonable evidence. A qualifying exception may change the normal financial or account consequence. An exception is not automatic merely because a user selects an emergency reason.

Refund method

Approved refunds are generally returned to the original payment method, subject to processor timing and the payment method used for the booking.

Disputes

NOOST may review evidence from both sides before determining marketplace action or payment handling within its legal and processor obligations.

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