Know Before You Book
Cancellation Policy
This policy explains when guests are entitled to a refund and what hosts can expect if a booking is cancelled — on either side.
Last Updated: June 2025
Refund Timeline for Guest Cancellations
Refunds are based on how far before check-in a guest cancels a confirmed, paid booking.
48+ hours before check-in
Cancel more than 48 hours before your check-in date and receive a full refund of the total booking amount, no questions asked.
2–7 days out, within 48 hours
Cancel within 48 hours of check-in but before the stay begins and receive half of the total booking amount back.
After check-in or no-show
Once the check-in date has passed, or if a guest does not show up without cancelling, the booking is non-refundable.
Extenuating Circumstances
In cases of documented emergency, natural disaster, government travel restriction, or serious illness, CrashPads may override the standard refund timeline and issue a full or partial refund at its discretion. Contact support with documentation as soon as possible.
When a Host Cancels
If a host cancels a confirmed booking for any reason, the guest always receives a full refund of the total amount paid — regardless of how close to check-in the cancellation happens.
Hosts who cancel confirmed bookings without a valid reason (emergency, safety concern, or property issue) may be subject to a cancellation fee, a lower search ranking, or account review. Repeated cancellations may result in suspension.
When CrashPads Cancels a Booking
CrashPads may cancel a booking directly if it violates platform policy, involves fraud or a safety concern, or cannot be fulfilled as described. Both the guest and host are notified by email, and the cancellation note will indicate whether the guest was refunded.
How Refunds Are Paid
Approved refunds are returned to the original payment method. Processing typically takes 5–10 business days depending on your bank or card issuer. A cancelled booking's invoice will be updated to reflect the refunded amount.
Effect on Host Payouts
If a booking is cancelled and a refund is issued after a host payout has already been sent, CrashPads will deduct the refunded amount from the host's next payout rather than requesting funds back directly.
Frequently Asked Questions
Can I change my check-in or check-out dates instead of cancelling?
Message your host directly from your booking to request a date change. Hosts can accommodate changes when their calendar allows, and no cancellation fee applies to an approved date change.
Does this policy apply to unpaid or pending bookings?
No. A booking request that has not yet been confirmed and paid can be withdrawn or declined at any time with nothing owed on either side.
Who do I contact about a refund?
Reach out through your booking's message thread first, or email us directly and we'll help resolve it.
Still have a question?
Our support team can help you understand your specific booking's refund eligibility.
Also see our Terms of Service & Host Terms & Conditions