Policy Tiers
Each listing displays one of the cancellation tiers below at the time of booking. The tier shown on the listing applies to your reservation. Times are counted from the moment the booking was made and from the listing check-in date.
- Flexible — Full refund if you cancel within 24 hours of booking. After that, cancel any time before check-in and receive the total minus one night. During the stay, you receive the remaining nights minus one night. No fee is deducted from your refund.
- Moderate — Full refund if you cancel within 5 days of booking. After that, cancel before check-in and receive 50% of the nights minus one night. During the stay, you receive 50% of the remaining nights minus one night. No fee is deducted from your refund.
- Strict — Full refund if you cancel 14 days or more before check-in. Full refund within 24 hours of booking, as long as check-in is at least 14 days away. 50% refund when you cancel between 7 and 14 days before check-in. No refund when you cancel less than 7 days before check-in. No fee is deducted from your refund.
- Firm — Full refund if you cancel 30 days or more before check-in. Full refund within 48 hours of booking, as long as check-in is at least 14 days away. 50% refund when you cancel between 7 and 30 days before check-in. No refund when you cancel less than 7 days before check-in. No fee is deducted from your refund.
How to Cancel
You can cancel from your bookings dashboard. You see the exact refund before you confirm; it is calculated automatically from the listing tier, the time of cancellation and the amount you actually paid.
Refund Method
When you cancel a card or Tamara payment you choose where the refund goes: back to the payment method you used, which can take up to 21 days to appear, or to your OnsStay wallet, where it is available immediately. The part paid from your OnsStay wallet, and payments made in cash, by bank transfer or in crypto, are credited to your OnsStay wallet right away. No fee is deducted from your refund.
Host Cancellations
If a host cancels a confirmed reservation, the guest receives a full refund of the amount paid, with no fee, and assistance finding a comparable stay where possible.
Extenuating Circumstances
In rare events outside your control, refunds may be granted regardless of the listing tier, subject to review and supporting documentation.