Cancellation & Refunds
Last updated: 12 July 2026
This policy explains every cancellation tier we use, exactly how refunds are calculated, and when the money reaches you. It forms part of our Terms of Service.
1. The one rule that always applies
Your booking's exact cancellation policy is shown to you before you pay, on the property page with your dates and again at checkout, and it is repeated in your confirmation email. That displayed policy, with its calendar deadline, is the one that governs your booking. This page explains what each tier means; the checkout screen tells you which tier applies to your stay.
2. How your policy is built (the two parts)
Every stay's cancellation policy in our property-management system (Guesty) is made of exactly two parts, and both are shown with your quote:
- A free-cancellation deadline: the tier (table below) fixes how many days before check-in you can cancel with a 100% refund.
- A fee after the deadline: what you forfeit if you cancel after that date.
Your quote also shows the rate plan name the policy comes from (our plans have descriptive names, for example "14 days flexible"), and the system computes the actual calendar date your free cancellation ends, so there is nothing to work out yourself.
3. The tiers, each one explained
| Tier | Free cancellation until | What it means in practice |
|---|---|---|
| Free | The end of your arrival day | The most flexible tier: cancel any time up to the end of the day you arrive (property local time) and receive a full refund. After that, the stated fee applies. |
| Flexible | 1 day before check-in | Full refund if you cancel up to and including the day before arrival. Cancelling on the arrival day itself triggers the fee. |
| Semi-flexible | 2 days before check-in | Full refund until 2 days before arrival. Example: check-in Friday, free cancellation through end of Wednesday. |
| Semi-moderate | 5 days before check-in | Full refund until 5 days before arrival. |
| Moderate | 7 days before check-in | Full refund until one week before arrival. |
| Firm | 14 days before check-in | Full refund until two weeks before arrival. Example: check-in 18 November, free cancellation through end of 4 November. |
| Semi-strict | 30 days before check-in | Full refund until one month before arrival. Typically used for high-season dates. |
| Strict | 60 days before check-in | Full refund until two months before arrival. Typically used for peak periods and long stays. |
| Non-refundable | No free-cancellation window | The discounted price is traded for flexibility: the booking amount is not refundable from the moment of booking. This is always stated prominently before you pay. |
The fee after the deadline is the second half of your policy, stated with your quote, and is one of:
- Total price (100%): cancelling after the deadline forfeits the full booking amount; no refund.
- 50% of total price: cancelling after the deadline refunds half of the booking amount.
- First night: cancelling after the deadline forfeits the value of the first night; everything else is refunded.
A small number of specialised rate plans (for example long-stay plans) carry their own stated terms instead of a tier above, and in rare cases a plan may state a different fee. In every such case the checkout screen shows that plan's own terms verbatim before you pay, and what it shows governs.
4. Worked examples
- "Firm, fee: total price", check-in 18 November. Free cancellation through the end of 4 November (14 days before). Cancel on or before 4 November: 100% refund. Cancel from 5 November onward, or no-show: no refund.
- "Moderate, fee: 50%", check-in 10 August, total USD 600. Cancel on or before 3 August: USD 600 refunded. Cancel from 4 August onward: USD 300 refunded.
- "Flexible, fee: first night", 4 nights at USD 100 each. Cancel up to the day before arrival: USD 400 refunded. Cancel on the arrival day: USD 300 refunded (first night forfeited).
5. How the deadline is counted
Deadlines are counted in calendar days before your check-in date, and the deadline day itself still qualifies for the full refund: the free-cancellation window closes at the end of the deadline day (property local time). Your quote, the checkout screen and your confirmation all show the actual calendar date.
If you book inside the free-cancellation window (for example, booking three days before check-in on a Moderate stay), no full-refund window exists for your booking; the after-deadline fee applies from the moment of booking. The checkout screen states this clearly before you pay.
6. Where to see your exact policy
- On the property page, once you pick dates: the policy for those dates appears with the price.
- At checkout, above the payment button: the tier, the fee, and the exact last free-cancellation date.
- In your confirmation email, permanently.
If any of the three is ever unclear, message us before paying and we will spell it out in writing.
7. How to cancel
Contact us with your booking reference:
- Email: cs@bestofbedz.com
- WhatsApp: +20 122 758 0022
The date and time we receive your cancellation request (property local time) determines which side of the deadline you are on. We confirm every cancellation and the resulting refund calculation in writing.
8. How refunds are paid
- Refunds go back to the original payment method, processed through the same licensed payment provider that took your payment. Card and payment-link refunds are never paid in cash; this is also a rule of the licensed payment providers we use. Where the provider can no longer process the refund to the original method (for example the card was cancelled or the provider's refund window has passed), we pay the refund by bank transfer to an account in your own name instead.
- We initiate approved refunds within 3 business days of confirming the cancellation. Once initiated, banks and card schemes typically post the funds within 5 to 14 business days, depending on your bank and country.
- Refunds are made in USD, the currency you were charged in. Exchange-rate differences and any fees your own bank or card issuer applies (including foreign-exchange fees on the original charge) are outside our control and are not refundable by us.
9. No-shows
If you do not arrive on your check-in date and we cannot reach you within 24 hours of the check-in time, the booking is treated as cancelled after the deadline: the after-deadline fee for your tier applies, which for most tiers means no refund.
10. Early departure
Leaving before your check-out date does not by itself create a refund. Where house rules were breached, Section 8 of the Terms of Service applies. Where something on our side went wrong with the property, contact us immediately during the stay so we can fix it or agree a remedy; we handle documented cases fairly.
11. If we cancel
If we must cancel your confirmed booking for a reason that is not your breach (for example the property becomes uninhabitable), we will tell you as soon as we know and you choose either: a full refund of everything you paid, or, subject to availability, an alternative stay of comparable standard with any price difference settled fairly.
12. Force majeure
Events beyond either party's reasonable control (natural disasters, government travel restrictions, public-health emergencies, property uninhabitability through fire, flood or utility failure) are handled under Section 11 of the Terms of Service: reschedule at no charge subject to availability, or a refund of unused nights. Personal circumstances such as illness, missed flights or visa refusal are not force majeure. We strongly recommend travel insurance.
13. Bookings made on other platforms
If you booked one of our homes on Airbnb, Booking.com, Expedia, Agoda, Trip.com or another platform, that platform's cancellation policy and refund process apply, and you cancel through that platform. This page governs direct bookings on bestofbedz.com only.
14. Card disputes (chargebacks): talk to us first
If something went wrong, contact us before opening a dispute with your bank or card issuer: almost every issue is resolved faster by us directly, and this policy already defines your refund rights. Two practical notes: the charge may appear on your statement under the payment provider's name or descriptor rather than ours (contact us and we will identify it), and suspected payment errors should be reported to us within 7 days of the charge notification.
Your payment is processed by a licensed payment provider on its own secure page under its own terms; a card dispute does not change what this policy entitles you to. We contest unfounded chargebacks (for example on a completed stay, or a cancellation inside the fee window) and submit our records as evidence: the policy you were shown before paying, your recorded acceptance of the Terms (timestamped), the booking and payment references, guest communications, and check-in and stay records. An unfounded chargeback may also lead to cancellation of any remaining stay, recovery of amounts owed, and refusal of future bookings.
15. Questions and disputes
Write to cs@bestofbedz.com with your booking reference and we will walk you through the exact calculation for your stay. Disputes are handled under Section 21 of the Terms of Service. Nothing in this policy limits mandatory consumer rights that apply to you by law.
This policy is published in English and Arabic; if the two versions differ, the English version prevails.