Refund Policy

Effective Date: 17 June 2026

This Refund Policy (“Policy”) outlines the terms under which refunds are processed on Bookably (“we,” “our,” “us”). By using our platform, guests and hosts agree to this Policy.

1. General Refund Conditions

• Refund eligibility is determined based on the cancellation policy selected at the time of booking.
• Refunds are processed in the original payment method used for booking.
• Refund requests must be submitted through the platform’s designated process.
• The annual Plan is collected from a payout for the year ahead and is non-refundable once collected. Unpublishing or removing a listing does not refund a Plan already collected.
• Bookably add-ons (e.g. Featured Listing) are non-refundable.

2. Guest Refunds

• Guests may be eligible for refunds if they cancel within the timeframe specified in the cancellation policy of the listing.
• Refunds for cancellations due to force majeure (natural disasters, government restrictions) will be reviewed on a case-by-case basis.
• If a property is significantly misrepresented or unavailable upon arrival, guests may request a refund by providing evidence (e.g., photos, communication logs).
• Refunds may be partial or full, depending on the circumstances of the request.
• Bank fees are not refundable.

3. Host Refunds

• Hosts are not entitled to refunds for fees incurred unless due to a verified system error.
• If a guest cancels a booking in accordance with the listing’s cancellation policy, hosts will receive payment per the agreed terms.
• Bookably may withhold or adjust payouts if a refund is issued to a guest due to a policy violation or misrepresentation of the property.

4. Refund Processing Time

• Approved refunds are typically processed within 7-14 business days but may vary depending on the payment provider.
• Delays caused by banks or payment providers are outside Bookably’s control.
• Refunds may incur bank transfer fees, which will be deducted from the refunded amount.

5. Dispute Resolution

• If a guest or host disagrees with a refund decision, they may contact Bookably support within 7 days of the refund determination.
• Bookably’s decision on disputes is final.

6. Fraud Prevention

• Refunds will not be issued in cases of fraudulent claims or violations of Bookably’s Terms of Use.
• Bookably reserves the right to suspend accounts involved in refund abuse or policy violations.

7. Governing Law

• This Policy is governed by the laws of New Zealand.
• Any disputes will be resolved in the courts of New Zealand.

8. Contact Us

If you have any questions, please contact us at:

Bookably (Istria.Holiday Ltd)
Phone: 0800 448 938
Email: [email protected]
Address: 6 Remuremu Street, Long Bay, Auckland, New Zealand