When a customer cancels their booking with you, the first thing we do is apply the cancellation policy set up on your listing.
Next, as per our Terms & Conditions, we will calculate our commission (excl VAT), based on the amount that the customer has forfeited.
Here are some practical examples of this:
- A customer cancels their R1000 booking with you, and your cancellation terms specify that the customer should be refunded 0% (R0). We will therefore keep the commission amount originally charged, and you will keep the amount paid by the guest, less our commission.
- A customer cancels their R1000 booking with you, and your cancellation terms specify that the customer should be refunded 25% (R250). We will therefore only charge commission on the R750 that the customer has lost, i.e. our commission (excl VAT) will only be R112.50, instead of R150 on the full booking value.
- A customer cancels their R1000 booking with you, and your cancellation terms specify that the customer should be refunded 50% (R500). We will therefore only charge commission on the R500 that the customer has lost, i.e. our commission (excl VAT) will only be R75, instead of R150 on the full booking value.
- A customer cancels their R1000 booking with you, and your cancellation terms specify that the customer should be refunded 100% (R1000). We will therefore not charge any commission, as the customer has not lost any of the booking value.
If you have already been onpaid for the booking that the customer has cancelled, our Finance Department will invoice you if necessary.
Learn more about updating your cancellation policy here.
Learn more about updating your deposit policy here.
Please note that customer cancellations are rare, and we look forward to continuing to bring you more bookings.