Refund and cancellation policy

Cancellation terms differ by property and by rate. Before booking, each rate in the room list shows its free-cancellation deadline and the penalty windows that follow, with dates and amounts, and the checkout screen shows the same terms again.

The terms that apply to a booking are the ones shown on the checkout screen when the booking was confirmed. A later change to the same rate's terms does not affect a confirmed booking.

A penalty is stated as a fixed amount, a percentage of the rate, or the rate for a number of nights.

Look the booking up under My booking with the reference number or the itinerary ID and the email used for the booking.

A booking with several rooms can be cancelled room by room, or all at once.

The estimated refund is shown before a cancellation is confirmed. A confirmed cancellation cannot be undone.

A room that cannot be cancelled online says so on screen; in that case, contact the details in the business information.

The refund is the total paid minus the penalty of the window in which the cancellation falls. A cancellation within the free-cancellation deadline is refunded in full.

A rate marked partially refundable is refunded minus the penalty of the window in which the cancellation falls. A rate marked non-refundable, or a stay that falls in a non-refundable period, is not refunded when cancelled.

Fees the property charges on site are not part of the total paid and are handled by the property directly.

Where the displayed currency and the charged currency differ, the refund is processed in the charged currency, and the refunded amount may differ from the amount displayed at booking with the exchange rate.

The company requests the reversal of the payment as soon as the cancellation is confirmed and carries out the refund within the period the law prescribes.

When the refund appears on the account or card depends on the card issuer's or payment provider's processing. When the cancellation was accepted, the amount and the progress of the refund are shown under Refund on the My booking screen.

The company does not offer a change of dates.

To move the dates, cancel the booking under My booking and book the new dates. The rate's cancellation terms apply to that cancellation, so a penalty may apply after the free-cancellation deadline.

If the guest does not stay and has not cancelled, the penalty in the rate's cancellation terms applies; a non-refundable rate is charged in full.

An accommodation service with a fixed stay date is a service for which the right of withdrawal may be limited under Article 17(2) of the Act on Consumer Protection in Electronic Commerce. The company gives notice of this by showing the cancellation terms of each rate before booking and before payment.

Enquiries about cancellations and refunds are received through the contact details in the business information. The company reviews each enquiry and reports the outcome.