Refund Policy Overview
Last Updated: January 2026
At OnsStay, we are committed to fair and transparent refund processing. Whether a refund is due depends on the host's chosen cancellation policy tier and the timing of the cancellation. This page explains how refunds are calculated, processed, and delivered to you.
Key Refund Principles
- Refund eligibility is determined by the cancellation policy tier selected by the host (Flexible, Moderate, Firm, or Strict).
- For the fastest refund, choose OnsStay Wallet — funds are credited immediately after cancellation acceptance.
- All other refund methods take up to 15 business days to process.
- The person who initiates the cancellation is responsible for any applicable payment gateway charges.
- For full details on each cancellation tier, please see our Cancellation Policy.
Refund Eligibility by Cancellation Tier
The amount you are eligible to receive as a refund depends on the host's cancellation policy and when you cancel:
| Policy Tier | Full Refund (100%) | Partial Refund | No Refund (0%) |
|---|---|---|---|
| Flexible (2%) | Cancel 24+ hours before check-in | During stay: host paid for nights stayed + 1 additional night; guest refunded the rest | N/A (partial refund applies during stay) |
| Moderate (2.5%) | Cancel 5+ days before check-in | After 5-day window: host paid for nights stayed + 1 additional + 50% of unspent nights; guest refunded the rest | N/A (partial refund applies after window) |
| Firm (3%) | Cancel 30+ days before check-in; OR within 48 hours of booking if 14+ days before check-in | Cancel 7-30 days before: guest gets 50% refund | Cancel less than 7 days before check-in |
| Strict (4%) | Cancel within 48 hours of booking AND 14+ days before check-in | Cancel 7+ days before (but not within 48 hours of booking): guest gets 50% refund | Cancel less than 7 days before check-in |
Refund Methods
When a refund is applicable, you can choose from the following methods:
OnsStay Wallet Recommended
Processing Time: Immediate
Funds are credited instantly to your OnsStay wallet account after cancellation acceptance. You can use the balance for future bookings or request a withdrawal to your bank account.
Credit/Debit Card
Processing Time: Up to 15 business days
Refund appears as a credit on your card statement. Processing time depends on your card issuer and bank.
Bank Transfer
Processing Time: Up to 15 business days
Direct transfer to your bank account. Processing time depends on your bank and location.
Digital Wallets
Processing Time: Up to 15 business days
Refund returned to Apple Pay, Google Pay, or Samsung Pay account.
Tamara Pay Later
Processing Time: Up to 15 business days
Credit applied to your Tamara account for future use.
Processing Timeline
| Step | Timeline | Details |
|---|---|---|
| 1. Cancellation Submitted | Immediate | You submit the cancellation through your OnsStay account. |
| 2. Cancellation Accepted | Immediate to 24 hours | Cancellation is processed and refund eligibility is confirmed. |
| 3. Refund Initiated | Upon acceptance | Refund is initiated to your chosen payment method. |
| 4a. OnsStay Wallet | Immediate | Funds credited instantly to your wallet. |
| 4b. All Other Methods | Up to 15 business days | Refund processed through your original payment method or chosen alternative. |
| 5. Confirmation Email | Within 24 hours | You receive a confirmation email with refund details and expected receipt date. |
Emergency Refunds
In urgent situations (safety concerns, force majeure events), refunds are expedited and processed within 24-48 hours regardless of payment method.
Payment Gateway Charges
When a refund is processed, payment gateway charges may apply. The party who initiates the cancellation is responsible for these charges:
| Scenario | Who Pays Gateway Charges | Explanation |
|---|---|---|
| Guest cancels with full refund | Guest | Guest initiated the cancellation, so gateway charges are deducted from the refund amount. |
| Guest cancels with partial refund | Guest | Guest initiated the cancellation, so gateway charges are deducted from the refund amount. |
| Guest cancels with no refund | No charges | No refund is being processed, so no gateway charges apply. |
| Host cancels the booking | Host | Host initiated the cancellation, so host is responsible for gateway charges. |
Refund Calculation Examples
Example 1: Flexible Policy — Full Refund
Booking Details:
- Property: Luxury Marina Apartment
- Nightly Rate: AED 800
- Nights: 5
- Room Total: AED 4,000
- Host Cancellation Policy: Flexible (2%)
Scenario: Guest cancels 3 days before check-in (more than 24 hours before)
- Cancellation is within the Flexible window (24+ hours before check-in)
- Guest Refund: AED 4,000 (100%) minus payment gateway charges
- Host Receives: AED 0
- Host Commission: AED 0 (no commission on full refund)
- Gateway Charges: Paid by guest (guest initiated the cancellation)
Example 2: Flexible Policy — Partial Refund (During Stay)
Booking Details:
- Property: Luxury Marina Apartment
- Nightly Rate: AED 800
- Nights: 5
- Room Total: AED 4,000
- Host Cancellation Policy: Flexible (2%)
Scenario: Guest checks in, stays 2 nights, then cancels
- Host is paid for: 2 nights stayed + 1 additional night = 3 × AED 800 = AED 2,400
- Host Commission: 2% of AED 2,400 = AED 48
- Guest Refund: AED 1,600 (2 unspent nights) minus payment gateway charges
- Gateway Charges: Paid by guest
Example 3: Firm Policy — Partial Refund (50%)
Booking Details:
- Property: Downtown Dubai Studio
- Nightly Rate: AED 600
- Nights: 7
- Room Total: AED 4,200
- Host Cancellation Policy: Firm (3%)
Scenario: Guest cancels 15 days before check-in (between 7-30 days)
- Under Firm policy, cancelling 7-30 days before check-in = host receives 50% of all nights
- Host Receives: 50% of AED 4,200 = AED 2,100
- Host Commission: 3% of AED 2,100 = AED 63
- Guest Refund: AED 2,100 (50%) minus payment gateway charges
- Gateway Charges: Paid by guest
Example 4: Strict Policy — No Refund
Booking Details:
- Property: Palm Jumeirah Villa
- Nightly Rate: AED 1,200
- Nights: 10
- Room Total: AED 12,000
- Host Cancellation Policy: Strict (4%)
Scenario: Guest cancels 3 days before check-in (less than 7 days)
- Under Strict policy, cancelling less than 7 days before check-in = host receives 100% of all nights
- Host Receives: AED 12,000 (100%)
- Host Commission: 4% of AED 12,000 = AED 480
- Guest Refund: AED 0
- Gateway Charges: No charges (no refund is processed)
Example 5: Host Cancels the Booking
Booking Details:
- Property: JBR Beach Apartment
- Nightly Rate: AED 700
- Nights: 4
- Room Total: AED 2,800
Scenario: Host cancels the booking
- Guest Refund: AED 2,800 (100%)
- Gateway Charges: Paid by host (host initiated the cancellation)
- Host must provide a valid reason and offer an alternative accommodation
- If host fails to provide an alternative, OnsStay arranges accommodation and charges the difference to the host
Example 6: Refund to OnsStay Wallet (Instant)
Booking Details:
- Property: Business Bay Apartment
- Room Total: AED 3,500
- Host Cancellation Policy: Moderate (2.5%)
Scenario: Guest cancels 8 days before check-in (more than 5 days) and chooses OnsStay Wallet
- Under Moderate policy, cancelling 5+ days before check-in = full refund
- Guest Refund: AED 3,500 (100%) minus payment gateway charges
- Refund Method: OnsStay Wallet
- Processing Time: Immediate — funds available in wallet right away
- Guest can use the wallet balance for a new booking or request a withdrawal
Dispute Resolution
If You Disagree With a Refund Decision
- Contact our support team within 14 days of the decision.
- Provide a detailed explanation and supporting documentation.
- Our team will conduct a thorough review (5-7 business days).
- You will receive a final decision via email.
- If still unresolved, escalate to our management team.
Chargeback Process
If you dispute a charge with your bank or credit card company:
- Inform OnsStay support immediately.
- Provide booking details and reason for dispute.
- We will cooperate with your financial institution.
- Resolution timeline depends on your bank (typically 14-30 days depending on card issuer).
Questions About Refunds?
Contact our support team:
Email: support@onsstay.com
Phone: +971 4 871 4587
WhatsApp: +971 52 255 5504