Trust and safety
Cancellations, refunds, and disputes
Check the applicable policy, refund estimate, processing state, and support path.
About this topic
Protect your account, payments, personal data, and transactions.
Key guidance
01
Before cancelling, open the booking and request the displayed refund estimate. Flexible, moderate, strict, non-refundable, and long-stay bookings use different calculations based on scheduled check-in and paid amount.
02
A host cancellation returns 100% of the eligible guest payment regardless of the property policy. Keep all cancellation communication in NextKey so support can review the record.
03
A calculated refund and a completed refund are different states. The selected payment provider must finish processing; retain the booking and payment references until the refund is confirmed.
04
If the amount, status, or service outcome is disputed, do not arrange an off-platform settlement. Contact NextKey with the booking reference, payment reference, timeline, messages, and relevant evidence.
Put this into practice
Use these recommendations as a starting point, then adapt them to the property, booking, and local requirements involved. Contact NextKey support when you need help with a specific case.