Cancellation and Refund Policy

v1.0 · 2026-08-23

This Policy describes what happens when a booking is cancelled. It forms part of the Terms & Conditions and of the Host Agreement.

Each listing states which of the policies in clause 2 applies to it. The applicable policy is the one in force when the booking is confirmed and is shown to the guest before payment; a later change to the listing's policy does not affect bookings already confirmed.

1. How deadlines are counted

Deadlines are counted in whole days before the booking's check-in date, in the accommodation's local time zone. What matters is the moment the cancellation is recorded on the platform.

2. Policies and refund schedule

Flexible

  • Cancelling at least 1 day before check-in: 100% refund.
  • Cancelling later, or no-show: no refund.

Moderate

  • Cancelling at least 5 days before check-in: 100% refund.
  • Cancelling at least 1 day before check-in: 50% refund.
  • Cancelling later, or no-show: no refund.

Strict

  • Cancelling at least 14 days before check-in: 100% refund.
  • Cancelling at least 7 days before check-in: 50% refund.
  • Cancelling later, or no-show: no refund.
  • Grace period: where the booking is made 14 or more days before check-in, the guest has 48 hours from confirmation to cancel with a 100% refund, even if the general deadline would no longer allow it.

A host may operate its own terms different from these three; where it does, the specific schedule is shown on the listing and in the pre-payment summary, and prevails over this clause.

3. What is refunded

  • The stated percentage applies to the total amount paid by the guest, including the platform commission.
  • Tourist taxes and collected taxes are refunded in the same proportion, unless applicable law provides otherwise.
  • Deposits are returned in full unless there is evidenced damage under clause 8.

4. Cancellation by the host

If the host cancels, the guest always receives a full refund, regardless of the listing's policy and of when the cancellation happens. Zonbook will try to offer comparable alternative accommodation, without guaranteeing it. The consequences for the host are set out in clause 9 of the Host Agreement.

5. Extraordinary circumstances

Zonbook may authorise a full refund outside the listing's policy where serious and unforeseeable circumstances prevent the trip or the use of the accommodation and can be documented, including: an official prohibition on travelling or on providing the service, the accommodation becoming uninhabitable, a natural disaster affecting the destination, or the death or serious illness of the guest or an immediate family member. Requests go to [email protected] with supporting evidence.

This clause does not cover changes of plan, disagreements about price, or transport disruption unrelated to the accommodation.

6. Refund processing and timing

  • Refunds are issued to the same payment method used for the booking.
  • Card: Zonbook instructs the refund within 5 working days of the cancellation taking effect. Arrival in the guest's account depends on their card issuer and typically takes a further 5 to 10 working days.
  • Bank transfer: the refund is instructed within 10 working days of the guest providing a valid account in their own name.
  • Where a charge was scheduled but not yet taken, the charge is cancelled instead of a refund being issued, and the guest is never debited.
  • The platform commission is refunded in the same proportion as the refunded amount, and the corresponding part is deducted from the host's payout under the Fees and Payouts Schedule.

7. Booking changes

Changing dates or occupancy requires the host's agreement and is handled on the platform. If the resulting amount is higher, the difference is charged; if lower, it is refunded. An accepted change does not restart the deadlines in clause 2, which continue to run against the original check-in date unless expressly stated otherwise when the change is accepted.

8. Problems during the stay

If on arrival the accommodation is unavailable, uninhabitable or materially different from the listing, the guest must report it through platform messaging within 24 hours of check-in, with evidence. Zonbook will mediate between the parties and may authorise a full or partial refund according to the seriousness and the portion of the stay actually enjoyed.

Host claims for damage must be raised within 14 days of check-out, with evidence of the damage and its cost, and before the accommodation is occupied again.

9. Consumer rights

Accommodation contracts for a specific date are excluded from the right of withdrawal under Article 103(l) of Royal Legislative Decree 1/2007. This does not affect the guest's rights where the service does not conform, nor the application of this Policy, which is more favourable in the cases it covers.

10. Complaints

Disagreements about a refund may be sent to [email protected]. Guests acting as consumers may in addition contact the competent consumer authorities.