Cancellation & Refunds

1. Policies shown before booking

Every property uses either the Famlo Standard Cancellation Policy or a structured Host Cancellation Policy. The property page and checkout show the applicable terms before booking. The policy is frozen for that booking at finalisation, so a later Host policy change does not alter an existing booking.

Cancellation deadlines are measured from the booked check-in datetime and the property’s check-in timezone. They are not measured from the time the booking was created.

2. Famlo Standard Cancellation Policy

At least 72 hours before the booked check-in datetime, 100% of the discounted accommodation amount is refundable. At least 24 hours but less than 72 hours before check-in, 50% of the discounted accommodation amount is refundable.

Less than 24 hours before check-in, the accommodation refund is 0%. At or after check-in, including a no-show, the refund is 0%. There is no booking-created-time grace period.

3. Structured Host Cancellation Policy

A Host may choose only the structured options Famlo provides. The full-refund cutoff is 24, 48, 72 or 168 hours before check-in. At or before the selected cutoff, 100% of the discounted accommodation amount is refundable.

For a cutoff above 24 hours, the Host selects a 25%, 50% or 75% accommodation refund between that cutoff and 24 hours before check-in. Within 24 hours and at or after check-in, the refund is 0%. The exact tiers shown on the property page and checkout, then frozen for the booking, govern the Guest’s voluntary cancellation.

4. Full-refund cases

The property policy does not reduce the refund when a Guest cancels before Host confirmation, a Host rejects the request, the Host response period times out, a Host cancels a confirmed booking, or Famlo, the system or inventory cannot fulfil the stay after payment capture.

For these cases, the canonical captured Guest payable is eligible for a full refund, including accommodation, accommodation GST and the gross Famlo service fee (including its embedded GST). A request for which no payment was captured has no captured amount to refund.

5. Host responsibilities

Hosts must report inability to honour a stay promptly, keep availability accurate and use the supported cancellation process. A Host cancellation of a confirmed stay follows the full-refund rule above.

Cancellation and refund records can change payout eligibility and settlement adjustments. Hosts must cooperate with evidence requests and refund reconciliation. Repeated or serious failures to honour bookings may result in listing or account restrictions under Host Terms.

6. Refund status is a process

Eligible → Initiated → Processing → Refunded. Eligible means the booking qualifies for a refund. Initiated means a refund obligation or request has been created. Processing means the provider or bank outcome is pending. Refunded means terminal provider success has been recorded.

A refund-pending status is not Refunded. Failed or manual review means the refund needs investigation or a supported retry; it does not mean money has arrived. A cancellation screen or eligibility notice is not proof of a completed refund.

Provider and bank processing times vary. Use any estimate shown for your transaction; we do not promise a universal arrival date. If an estimate passes or a refund fails, contact support with your booking and payment/refund reference.

7. Failed, pending, duplicate or excess payments

A failed checkout or browser error can occur before or after a bank debit. Famlo verifies payment against provider records; a browser success page alone is not verified payment. If your bank shows a debit but the booking has no verified payment, raise a Payment query so the transaction can be reconciled.

A refund can be issued only against an identified captured payment and never exceeds the captured amount. An applicable duplicate or excess capture is refunded only for the identified excess. Report suspected duplicate debits with the relevant references.

8. Coupons, fees, GST and credit notes

Refunds use the canonical booking snapshot, actual captured payment and applicable cancellation outcome. A coupon or discount is not extra refundable cash and is not automatically restored or reissued unless Famlo expressly provides a replacement benefit.

For a Guest’s voluntary cancellation after Host confirmation, the policy percentage applies to the discounted accommodation amount and the corresponding proportion of accommodation GST. The Famlo service fee, including its embedded GST, is non-refundable. The full-refund cases listed above include the captured gross service fee.

An applicable credit note follows the original invoice issuer. Famlo issues adjustments for its invoices; Host-issued accommodation invoices require the Host’s corresponding adjustment. Refund progress and credit-note availability are separate records. See Tax & Invoicing for the issuer model.