Cancellation and Refund Policy

This policy explains what happens when a booking is cancelled, and how refunds are paid.

THE THREE POLICIES

Every property carries one of three cancellation policies. Which one applies is shown on the property listing, before you book, and again in your confirmation.

Flexible — full refund up to 24 hours before check-in; after that the first night is non-refundable.

Moderate — full refund up to 5 days before check-in; 50% after that, until check-in.

Strict — 50% refund up to 7 days before check-in; no refund after that.

The guest service fee is non-refundable.

Times are counted against the check-in time shown on your booking, in Zambian time.

HOW TO CANCEL

Cancel from the booking in your account, or contact support using the details in the site footer. The cancellation takes effect when we receive it, and that is the time we use to work out what is refundable.

HOW REFUNDS ARE PAID

Refunds go back to the method you paid with. How long the money takes to appear depends on your bank or mobile money provider.

If you paid by card, a refund may appear as a reversal of the original charge rather than as a separate payment.

NO-SHOWS AND EARLY DEPARTURE

If you do not arrive and have not cancelled, the booking is treated as a no-show and no refund is due.

If you leave before the end of a confirmed stay, the remaining nights are not automatically refunded. Contact support — where the reason is something the property is responsible for, we will look at it.

IF WE OR THE HOST CANCEL

If a property becomes unavailable and we cannot offer you a comparable alternative that you accept, you receive a full refund, including the service fee.

CHANGES TO A BOOKING

Ask us before your stay if you need to change dates or guest numbers. Changes depend on availability and may change the price. Where a change cannot be made, the cancellation policy above applies.

DISPUTES

If you believe a refund has been worked out incorrectly, contact support with your booking reference and we will review it.