Cancellation Policy

Every booking carries one cancellation policy, chosen for the listing and saved on your booking when you book. It is shown on your booking page and does not change afterwards.

• Flexible: 100% refund if you cancel 7 or more days before check-in; 50% if 1 or more days (but fewer than 7); no refund after that.
• Moderate: 100% refund if you cancel 7 or more days before check-in; 50% if 3 or more days (but fewer than 7); no refund after that.
• Strict: 100% refund if you cancel 14 or more days before check-in; 50% if 7 or more days (but fewer than 14); no refund after that.
• Non-refundable: no refund under the policy once the booking is made.
• Custom: the listing has no fixed schedule. No refund is calculated automatically; the partner confirms the terms before you book, and any refund is decided case by case through support.

Days are whole calendar days between the date you cancel and the check-in date, with no time-of-day component. For an event booking, the event's start date, in the event's own time zone, is used instead of a check-in date.

If a booking has no firm check-in date (a preferred date only), a flat percentage applies instead: Flexible 100%, Moderate 50%, Strict 25%.

The percentage is applied to the amount you actually paid through Wellnest Bay. For stays, programmes and experiences that is the deposit; the balance is paid to the partner directly, so any balance arrangements are between you and the partner. Event tickets are paid in full online, so the percentage applies to the full ticket payment.

The refund amount is calculated by our system when you cancel and shown to you at that point.

1. Sign in and open Account, Bookings, then the booking.
2. Choose Cancel booking and confirm.

A booking can be cancelled while it is deposit paid, pending partner confirmation, or confirmed. A booking that is already cancelled, declined or completed cannot be cancelled again.

For request-to-book listings, if the partner declines a pending request your deposit is refunded in full. The cancellation policy above does not apply to a decline.

If the partner cancels a booking after it was confirmed, you get a full refund of everything you paid, however close it is to your dates and whatever the cancellation policy above says. The policy only applies when you choose to cancel.

Shop orders are not governed by these tiers. See the refund policy for how order cancellation works.

Refunds are sent to the original payment method. How long they take to appear depends on your bank or payment method. See the refund policy.

Check the Help Centre or contact support with your booking number.