Cancellation & Refund Policy

Last updated: October 19, 2026

Plans change, and we want you to know exactly where you stand before you book. This policy explains how cancellations and refunds work for stays and for the add-on services sold in our shop, what happens if a host cancels, and how and when refunds reach you. It forms part of our Terms & Conditions.

1. How This Policy Works

There are two kinds of purchases on Bed N Beds, and each has its own cancellation rules:

• Stays: each home on our platform is assigned one of our three standard cancellation tiers: Flexible, Moderate or Strict. The tier is shown on every listing page and in your booking confirmation. The tier shown when you confirm your booking is the one that applies, even if the host changes it later.
• Add-on services: each service in our shop, such as an airport transfer or desert safari, has its own cancellation window, shown on the service page and summarised in Section 7.

All times are calculated using the local time at the home (for stays) or at the service location (for services). Check-in time means the standard check-in time shown in the listing.

2. Standard Cancellation Tiers for Stays

A “full refund” means we refund the total amount you paid for the booking, including the nightly rate, cleaning fee, Bed N Beds service fee and taxes collected by us. For partial refunds, the percentage applies to the accommodation charges (nightly rate and cleaning fee). Cleaning fees are refunded in full whenever you cancel before check-in. Taxes collected by us are refunded in proportion to the amount refunded, where the law allows.

2.1 Cancelling after check-in

If you leave early after checking in, refunds for unused nights follow the “if you cancel later” column for your tier. For Strict listings, no refund is due for unused nights. If you are leaving early because the home is not as described or has a serious problem, please see Section 4 before you leave, as different rules apply.

2.2 Booking requests that have not been accepted

If you withdraw a booking request before the host accepts it, nothing is charged, and any payment authorisation is released. If a host declines your request or does not respond in time, any amount taken is refunded in full.

2.3 Changing your dates

If you want to change your dates rather than cancel, please contact us before cancelling. Date changes depend on the host’s availability and agreement. If a change is agreed, the cancellation tier continues to apply to the new dates, and any price difference will be charged or refunded.

3. Security Deposits

Some listings require a refundable security deposit to cover possible damage, missing items or breaches of house rules. Where this applies, the amount and how it is collected (for example, as a card pre-authorisation or a separate charge) are shown on the listing and in your booking details.

• If the booking is cancelled before check-in, any deposit taken is returned in full.
• After check-out, the deposit is released or refunded, usually within 7 days, unless the host reports damage or a breach of house rules.
• If a host makes a claim against the deposit, we will share the details and supporting evidence with you and give you the chance to respond before any deduction is made. Deductions are limited to reasonable, documented costs.

Pre-authorisations that are released may take some time to disappear from your statement, depending on your card issuer.

4. Problems With Your Stay

If, at check-in, the home is significantly different from its listing, cannot be accessed, is unsafe or is not reasonably clean, please contact the host and us as soon as possible, ideally within 24 hours of discovering the problem, with photos where you can. We will work with the host to fix the issue. If it cannot be fixed within a reasonable time, we will help you find comparable alternative accommodation or provide a full or partial refund, depending on the circumstances and the nights affected. Our Trust & Safety page explains more about how we support guests.

5. Host Cancellations

We expect hosts to honour every confirmed booking. If a host cancels a confirmed booking for any reason:

• you will receive a full refund of everything you paid for that booking, including the service fee;
• we will let you know as quickly as possible and, where we can, help you find a similar home nearby; and
• the host may face consequences under our host terms, such as fees, blocked calendar dates or removal of the listing for repeated cancellations.

If a host cancels close to your arrival, please contact us directly so we can prioritise your case.

6. Extenuating Circumstances

Sometimes events outside your control make travel impossible. In these cases, we may approve a full or partial refund even where the cancellation tier would not normally allow it. Examples include:

• government travel restrictions, border closures or official advice not to travel to the destination;
• natural disasters, severe weather events or major disruption to essential services at the destination;
• the death or serious unexpected illness or injury of a guest or immediate family member; and
• cancellation of transport by the operator where no reasonable alternative is available.

Requests must be made before or shortly after the scheduled check-in, with supporting evidence, such as an official notice, a medical certificate or an airline cancellation notice. Predictable events, such as known weather seasons, personal schedule changes or illness that existed when you booked, are not normally covered. We assess each request fairly and individually, and the same circumstances may allow a host to cancel without penalty. Travel insurance is strongly recommended because it can cover situations outside this policy.

7. Add-On Services

Services purchased through our shop are sold by Bed N Beds and have the following cancellation windows:

“Free cancellation” means a full refund of the price paid for that service. Please note the following:

• Rescheduling: where possible, we are happy to move a service to another date instead of cancelling. Ask us before the free cancellation window ends.
• Flight delays: for airport transfers, give us your flight number so we can track arrival times. If your flight is delayed, we will adjust the pickup where possible at no extra charge.
• Cancellations by us: if we cancel or cannot deliver a service, for example due to weather, safety or operational reasons, you will be offered a new date or a full refund.
• Linked stays: if your stay is cancelled by the host, or is cancelled with an approved extenuating circumstances request, we will refund related services in full, even outside their normal window.
• Service problems: if a service was not delivered as described, contact us within 7 days with details and we will review it for a full or partial refund.

8. How to Request a Cancellation or Refund

1. Contact us by email at [email protected] (24/7), by phone at +971 55 555 5555 (Sunday to Thursday, 9:00 to 18:00 GST) or through our contact form. If you have an account, you can also start from your booking or order details.
2. Include your details: your name, booking or order number, the home or service, the dates and the reason for cancelling. For extenuating circumstances or service problems, attach supporting evidence.
3. Receive confirmation: we will confirm the cancellation in writing, together with the refund amount under the applicable tier or service window.

The time of your cancellation is the time we receive your request in writing, so please contact us as soon as you know your plans have changed.

9. How Refunds Are Processed

Approved refunds are returned to the original payment method used for the booking or order. We do not refund in cash or to a different card or account, except where required by law or where the original method is no longer available, in which case we will agree an alternative with you after verifying your identity.

We start processing approved refunds promptly. Refunds usually appear in your account within 5 to 10 business days after approval, depending on your bank or card issuer. Some banks may take longer to post the credit. Refunds are made in the currency of the original payment; the amount you receive may differ slightly from the original charge if your bank applied currency conversion, and we are not responsible for exchange rate differences or fees charged by your bank.

10. Your Statutory Rights

This policy does not affect any rights you have under mandatory consumer protection laws that apply to you. If there is a conflict between this policy and those laws, the law will apply.

11. Changes and Contact

We may update this policy from time to time. Changes do not affect bookings or orders confirmed before the update. If you have any questions, please contact Bed N Beds, Dubai, United Arab Emirates, at [email protected] or +971 55 555 5555. You may also find answers on our FAQ page.