If, as a Guest, you wish to cancel a confirmed booking made via the Site, Application and Services, either prior to or after arriving at the Accommodation, the cancellation policy of the Host contained in the applicable Listing will apply to such cancellation. HeyBnb’s ability to refund the Accommodation Fees and other amounts charged to you will depend upon the terms of the applicable cancellation policy.  Permitted refunds will be made within a commercially reasonable time of the cancellation, which usually takes 6-7 working days depending on normal banking procedures.

Cancellation policies:

  1. The HeyBnb service fee is non-refundable except when cancellation is done by the Host.

  2. If there is a complaint from either party, notice must be given to HeyBnb within 12 hours of check-in.

  3. HeyBnb shall be entitled, but not obligated, to mediate when necessary, and has the final say in all disputes.

  4. A reservation is officially cancelled when the Guest clicks the cancellation button on the cancellation confirmation page or cancelled via user calling and requesting for cancellation.

HeyBnb provides 3 types of Guest cancellation policies:

  1. Flexible

  2. Moderate

  3. Strict

Common terms across all the categories of Guest cancellation policies:

If, as a Guest, you cancel your requested booking before the requested booking is confirmed by a Host, HeyBnb Payments will cancel any pre-authorization to your credit card and/or refund any nominal amounts charged to your credit card in connection with the requested booking within a commercially reasonable time

Flexible policy - Cancellation by the Guest:

  1. Full refund except Guest service fees, if cancellation is done 1 day (i.e. 24 hours) prior to local check in time (12:00 noon if not mentioned in the Listing).

  2. If the Guest cancels less than 24 hours prior to check in time, the first night is non-refundable but the remaining nights will be refunded to the full extent.

  3. If, for any reason, the Guest feels that the Accommodation is not as per the details provided in the Listing, the Guest can submit a cancellation request to HeyBnb via the HeyBnb call centre. Within 12 hours of the check in time, the Guest will be required to clearly mention the reason for submitting a cancellation request and HeyBnb will use commercially reasonable endeavours to help the Guest get a booking in another HeyBnb Accommodation in nearby areas, initiate refund as soon as possible irrespective of the cancellation policy detailed in the Listing. Subsequently, HeyBnb shall launch an inquiry on its level regarding the description of the Accommodation provided by the Host in the Listing, compare the same to the actual condition of the Accommodation, and shall have the right to delist the Host if it is found that any information provided in the Listing is incorrect, inaccurate or misleading.

  4. If the Guest checks-in at the Accommodation and subsequently decides to leave early, the Accommodation Fees in respect of the nights not spent at the Accommodation 24 hours after the official cancellation time shall be refunded to the extent of 100%.

Moderate Policy - Cancellation by the Guest:

  1. Full refund except Guest service fees, if cancellation is done 3 days (i.e. 72 hours) prior to local check in time (12:00 noon if not mentioned in the Listing).

  2. If the Guest cancels less than 72 hours prior to check in time, the first night is non-refundable but the remaining nights will be refunded to the full extent.

  3. If, for any reason, the Guest feels that the Accommodation is not as per the details provided in the Listing, the Guest can submit a cancellation request to HeyBnb via the HeyBnb call centre. Within 12 hours of the check in time, the Guest will be required to clearly mention the reason for submitting a cancellation request and HeyBnb will use commercially reasonable endeavours to help the Guest get a booking in another HeyBnb Accommodation in nearby areas, initiate refund as soon as possible irrespective of the cancellation policy detailed in the Listing. Subsequently, HeyBnb shall launch an inquiry on its level regarding the description of the Accommodation provided by the Host in the Listing, compare the same to the actual condition of the Accommodation, and shall have the right to delist the Host if it is found that any information provided in the Listing is incorrect, inaccurate or misleading.

  4. If the Guest checks-in at the Accommodation and subsequently decides to leave early, the Accommodation Fees in respect of the nights not spent at the Accommodation 24 hours after the official cancellation time shall be refunded to the extent of 50%.

Strict Policy - Cancellation by the Guest:

  1. Full refund except Guest service fees, if cancellation is done 5 days (i.e. 120 hours) prior to local check in time (12:00 noon if not mentioned in the Listing).

  2. If the Guest cancels less than 120 hours prior to check in time, all the nights previously booked at the Accommodation are non-refundable.

  3. If, for any reason, the Guest feels that the Accommodation is not as per the details provided in the Listing, the Guest can submit a cancellation request to HeyBnb via the HeyBnb call centre. Within 12 hours of the check in time, Guest will be required to clearly mention the reason for submitting a cancellation request and HeyBnb will use commercially reasonable endeavours to help the Guest get a booking in another HeyBnb Accommodation in nearby areas, initiate refund as soon as possible irrespective of the cancellation policy detailed in the Listing. Subsequently, HeyBnb shall launch an inquiry on its level regarding the description of the Accommodation provided by the Host in the Listing, compare the same to the actual condition of the Accommodation, and shall have the right to delist the Host if it is found that any information provided in the Listing is incorrect, inaccurate or misleading.

  4. If the Guest checks-in at the Accommodation and subsequently decides to leave early, the Accommodation Fees in respect of the nights not spent at the Accommodation are non-refundable.

Policy for cancellation by the Host:

If the Host cancels the booking, HeyBnb shall have the right to impose a penalty on the Host in the form of a cancellation fee. The Guest will receive full refund including the Guest service fee for the nights not spent at the Accommodation pursuant to a cancellation by the Host.

  1. Cancellation Fee:

  • If the Host cancels the booking before 4 days (i.e. 96 hours) from check in time, there shall be no penalty for the Host. In such a scenario, the Guest will receive full refund including the Guest service fee.

  • If the Host cancels the booking less than 4 days (i.e. 96 hours) from check in time but 24 hours before check in time, 50% of the room tariff (50% of one night’s tariff) will be charged as penalty on the Host. There shall be no payout to the Host. HeyBnb shall automatically deduct such applicable fees/penalty from the Host’s next payout. In such a scenario, the Guest will receive full refund including Guest service fee.

  • If the Host wishes to cancel the booking 24 hours prior to check in time, the Host will be required to contact HeyBnb via the contact number given and provide a reason due to which the cancellation is proposed to be made. In such a scenario, the Host will not have the option of cancelling the booking via the HeyBnb website, and the cancellation can only be done by directly contacting HeyBnb in the manner detailed above. 100% of the room tariff (one night’s tariff) will be charged as penalty on the Host. There shall be no payout to the Host. HeyBnb shall automatically deduct such applicable fees/penalty from Host’s next payout. In such a scenario, the Guest will receive full refund including Guest service fee.

  • If the Host wishes to cancel the booking after the check in, the Host will be required to contact HeyBnb via the contact number given and provide a reason due to which the cancellation is proposed to be made. In such a scenario, the Host will not have the option of cancelling the booking via the HeyBnb Website, and the cancellation call only be done by directly contacting HeyBnb in the manner detailed above. Payout to the Host will be as per the normal procedures adopted by HeyBnb. 100% of the room tariff (one night’s tariff) will be charged as penalty on the Host. HeyBnb shall automatically deduct such applicable fees/penalty from Host’s next payout. In this scenario, the Guest will receive refund for the nights not spent including full Guest service fee.

  1. On Host cancellation (which shall be applicable to all scenarios detailed above), the days for which the booking has been cancelled by the Host will remain blocked on the HeyBnb website.

  2. In case of instant booking, the Host shall be allowed to cancel up to 3 times without any penalties mentioned above.

Note: The Host can only use an Instant Book cancellation 3 times in one year and only for reservations that were booked through Instant Book. Subsequently, normal Host cancellation policies will be applicable.

  1. HeyBnb may initiate a review of the Host’s listing and shall be entitled to take any further action as it deems appropriate, including suspending the Listing for few days.

  2. Admin shall be permitted to suspend such listing for a period ranging from 1 day to 1 month or to delist the listing permanently.