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Cancellation Policy

We want to give Smartway hosts the freedom to choose the cancellation policy that best suits their needs. Both Hosts and Workers can read the terms in advance to make the most informed choice possible.

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FLEXIBLE

Free cancellation up to 24 hours before the day of booking (time indicated in the booking confirmation email).

Then, if you cancel your booking after that date, you will get a full refund, less the amount of the first night (in the case of a stay/accommodation) or the first service (in the case of a service).

The above refund to the host will be subject to the usual 10% fee.

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MODERATE

Free cancellation up to 7 days before the day of booking (time indicated in the booking confirmation email).

Then, if you cancel your booking after that date, you will get a 50% refund, less the amount of the first night (in the case of a stay/accommodation) or the first service (in the case of a service).

The above refund to the host will be subject to the usual 10% fee.

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STRICT

Free cancellation up to 21 days before the day of booking (time indicated in the booking confirmation email).

Then, if you cancel your booking after that date, you will get a 50% refund, less the amount of the first night (in the case of a stay/accommodation) or the first service (in the case of a service).

The above refund to the host will be subject to the usual 10% fee.

Guests will not receive a service charge refund from Smartway if they have received 3 service charge refunds in the past 12 months or if the cancelled reservation overlaps with an existing reservation.

FAQ

Can workers get a refund if the accommodation is not as they expected?

Yes, we will help workers find new accommodation or issue a refund if the accommodation is not accessible, does not respect hygienic conditions, or not safe.

Can workers get a full refund if the host cannot or won’t fix a problem?

Yes. Workers must contact us within 24 hours after the problem is identified. In eligible cases, we will cancel the booking and issue a refund.

What happens if a worker has to cancel due to an emergency?

We may issue a refund if a guest has to cancel their booking due to an emergency.

How long does it take to get a refund?

We send refunds immediately after cancellation; they usually appear within 3-5 days, but sometimes it takes up to 15 days for them to appear on the original payment method.

See in detail here all our FAQs and Terms and Conditions

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