Refund Policy

How cancellations and refunds work for bookings, rent payments and host plans.

Booking cancellations by guests

Every listing has one of four policies. The one shown on the listing when you pay is the one that applies to your booking. Time is counted back from the check-in date and time.

Flexible

100% back until 24 hours before check-in, then 50%.

Moderate

100% back until 5 days before, 50% until 24 hours before, then nothing.

Strict

100% back until 14 days before, 50% until 7 days before, then nothing.

Non-refundable

No refund if you cancel.

  • The refund percentage applies to the total you paid, including the service fee.
  • Before you confirm a cancellation, we show exactly how much you will get back.
  • Refunds go to your MyroPay wallet. If the automatic refund can't complete, our team sends it manually within 3–5 business days — you don't need to chase us.

Cancellations by hosts

If a host cancels a paid booking, the guest always receives a full refund, whatever the listing's policy says. The host's earnings for that booking are reversed.

Hosts using their own payment gateway

Some hosts take payments through their own gateway. For those bookings the host is responsible for sending your refund, and Renteaze will remind them. If you haven't received it within 5 business days, contact support and we will step in.

Host plans (subscriptions)

  • Plans are paid up-front for the period you choose and do not renew automatically; we email you before yours ends.
  • Your first paid plan has a 7-day money-back guarantee. Request it from Plan & Billing; your plan ends immediately and the money returns to your MyroPay wallet.
  • Renewals and upgrades are not refundable. Upgrades credit the unused days of your current plan; downgrades start when the current period ends.
  • You can stop a plan from renewing at any time and keep it until the period ends.

Promotions & boosts

Paid promotions are not refundable once purchased. If a promotion failed to run because of a problem on our side, contact support and we will make it right.

Something went wrong?

If you were charged but your booking or plan didn't activate, or you think a refund is wrong, contact Support with your booking reference and we'll investigate. You can also open a dispute from your bookings page.