Cancellation and Refund Policy
What happens when a booking is cancelled, by you or by your host.
Last updated August 2026.
The rules on this page are now enforced by the software: the amount is calculated from the listing’s policy at the moment you cancel, and shown to you before you confirm. Sending the money is still done by our team, so the timing below is a promise about people, not about code.
Every host chooses one of three cancellation policies for their place. It is shown on the listing, before you book, and it is the one that applies to your stay.
Flexible
Cancel free of charge up to 24 hours before your arrival date. Cancel later than that, or fail to arrive, and the first night is not refunded.
Moderate
Cancel free of charge up to 5 days before your arrival date. Cancel later than that and half of what you paid for the nights is not refunded.
Strict
Cancel more than 7 days before your arrival date and half of what you paid for the nights comes back. Cancel later than that and none of it does.
Non-refundable
Nothing comes back if you cancel: not the nights, not the cleaning fee, not our service fee. A host choosing this policy is usually pricing lower in exchange for the certainty. The two rules below still apply to it.
What is always refunded
- Everything, if you cancel within 24 hours of booking and your arrival is still at least 7 days away. This applies on every policy, including non-refundable: booking the wrong week and noticing an hour later should not cost you the stay.
- The cleaning fee, whenever you cancel before arriving. You did not use the place, so there is nothing to clean.
- Everything, if the host cancels on you. That is not your fault and you should not lose money for it.
- Everything, if you arrive and the place is not as described, is not safe, or you cannot get in. Tell us within 24 hours of arriving.
Our service fee is refunded whenever the booking is cancelled before your arrival date.
If the host cancels
You get everything back. We will also help you find another place if you still need one. A host who cancels confirmed bookings repeatedly will have their listings removed.
How a refund is made
Cancel from the booking page in your account, or write to support@dalanest.com. Refunds go back the way you paid, to the same card. Our payment provider usually takes 5 to 10 working days, and we do not control that part.
The amount is worked out automatically the moment you cancel, by the policy on the listing, and you see it before you confirm. Our team then sends it — we do not yet issue refunds automatically through the payment provider, so allow a working day for that step on top of the provider’s own time.
Bookings that are never paid
When you book, the dates are held for you for a short time so you can pay. If payment is not completed within that window the booking expires by itself and the dates go back on sale. Nothing is charged and there is nothing to refund.