Refunds & Cancellations

Every rate states its terms before you confirm it: whether cancellation is free, partly refundable or not refundable at all, and the exact time the free window closes. What you pay now and what you pay at the property are always shown as 2 separate figures, never merged into 1 total.

If a price moves between your search and your confirmation, we tell you and ask again. Nothing is charged at a figure you have not seen.

A rate with free cancellation has a window that closes at a stated time before arrival, on the house's own clock. Cancel inside it and the whole amount you paid is refunded.

You can cancel from the booking's own page under your bookings. The cancellation is immediate, the refund is raised at the same moment, and an email confirms both.

The rate's own terms apply. The amount the rate said it would retain is retained, and the rest is refunded. Where the house has not stated a figure, we write to you with what it settles at rather than guess.

A non-refundable rate is what it says: the amount paid now is not returned if the stay is cancelled.

Not arriving is a cancellation made after the window has closed, and the rate's no-show terms apply; for most rates that is the whole stay. Leaving earlier than booked, or arriving later, does not reduce the price unless the house agrees to it in writing. If you know you will be late, tell the concierge and we will tell the house, so the room is held rather than released.

A tourism levy, a city tax or a resort fee is collected by the house at the desk, never by us. A stay that does not happen is never charged them, so there is nothing to refund on that side.

Now and then a house or a supplier cannot confirm a room after you have paid for it. When that happens the whole amount is refunded automatically, and the concierge writes to you about the stay. You are never left holding a charge for a room that was not confirmed.

It goes back the way you paid, and takes about 7 days to show. A card refund lands on the card, a UPI refund on the UPI account, a netbanking refund in the bank account it left. We cannot redirect a refund to a different instrument.

Where a payment was converted from another currency, the conversion fee was spent on the day the card was charged, and it is not part of what comes back. Your booking page states the exact figures at the time of cancellation.

Please write to us before raising a dispute with your bank. A dispute freezes the payment on both sides and takes weeks to resolve; a refund we raise ourselves lands in days. A dispute raised on a booking that was honoured is a debt owed to Kismet.

Changes to dates, rooms or guests are handled by a person. Ask from the booking page or write to the concierge. A change is priced at the rate on offer when it is made, and nothing changes until you have agreed to it.

Write with the booking reference in the first line: support@kismetstay.com. A refund that has not shown after the usual time is traced with the payment provider on your behalf.