Cancellations and refunds
Clear expectations before you pay, and honest guidance when plans change after payment. The outcome depends on when the cancellation happens, who cancels, and how the stay was paid.
Before payment
You can cancel a request before the required first payment without charge. If the request is declined, cancelled, or expires, there is no confirmed booking and any temporary hold on the dates is released.
After payment
Once the required first payment succeeds, the booking is confirmed and the cancellation policy applies. Refunds depend on timing, who cancels, and whether the stay was paid with a deposit and balance or in full.
Deposit-and-balance bookings
For guest cancellations after payment, the deposit is non-refundable. The remaining balance follows this schedule:
- If you paid the balance early and cancel more than 14 days before arrival, the balance is refundable.
- From 14 to 8 days before arrival, 50% of the balance is refundable.
- From 7 days before arrival through check-in, the balance is non-refundable.
- After check-in, any refund requires review.
Full-upfront bookings
For stays paid in full because arrival is within 14 days:
- From 14 to 8 days before arrival, 50% of the amount paid is refundable.
- From 7 days before arrival through check-in, the amount paid is non-refundable.
- After check-in, any refund requires review.
Review and processing
After payment, cancellation and refund requests are reviewed before any refund is approved. Approved refunds are processed through Stripe.
If a host needs to cancel
Hosts are expected to honor confirmed bookings. If a host cancels after payment, the guest receives a full refund of the amount paid for the stay, subject to review and processing.
After check-in issues
Report serious safety, property, or listing-accuracy issues promptly. For immediate safety concerns, protect yourself first. For non-emergency issues, the host should normally have a reasonable opportunity to address the problem.
Vivenar may ask for photos, messages, or other relevant information. Reviews consider the severity, timing, responsibility, the host’s response, and the affected part of the stay. Refunds are not automatic, issues caused by the guest do not qualify, and replacement accommodation is not guaranteed.
How long refunds take
Approved refunds are processed through Stripe. Your bank or card issuer may take additional business days to show the credit. Timing varies by payment method and institution.
Need help with a cancellation or refund?
Write to us with:
- Your request or booking reference
- Listing name and stay dates
- A short description of what changed