At Tizela, we understand that plans can change. Our Cancellation & Refund Policy is designed to balance flexibility for guests with protection for hosts.
Each host selects a cancellation policy for their listing. Before you complete your booking, you'll always see the cancellation policy that applies and the refund you may be entitled to.
1. Flexible
- 100% Refund: Cancel 7 or more days before check-in and receive a full refund.
- 70% Refund: Cancel 3 to 6 days before check-in and receive a 70% refund of your booking amount.
- 50% Refund: Cancel less than 3 days before check-in and receive a 50% refund.
- No-Show: If you do not check in and do not cancel your booking, you will not be eligible for a refund.
2. Moderate
- 100% Refund: Cancel 7 or more days before check-in and receive a full refund.
- 50% Refund: Cancel 3 to 6 days before check-in and receive a 50% refund of your booking amount.
- No Refund: Cancel less than 3 days before check-in, or fail to check in without cancelling, and you will not be eligible for a refund.
3. Strict
- 50% Refund: Cancel 7 or more days before check-in and receive a 50% refund of your booking amount.
- No Refund: Cancel less than 7 days before check-in, or fail to check in without cancelling, and you will not be eligible for a refund.
Note: The Strict cancellation policy is available only for eligible listings approved by Tizela.
4. Car Rental Cancellation Policy
Car rental listings also follow one of three cancellation policies selected by the vehicle owner. The applicable policy and refund terms will be displayed before you confirm your booking.
5. Refund Processing
- Refunds are processed automatically based on the cancellation policy selected by the host.
- Approved refunds are typically processed within 24 hours. The time it takes for funds to appear in your account may vary depending on your payment provider or bank.
- All payments are securely managed through Tizela's payment system.
6. Host Cancellations
If a host cancels a confirmed booking:
- You will receive a full refund.
- Tizela may take appropriate action against hosts who repeatedly cancel confirmed bookings.
7. Date Changes
Requests to modify booking dates are subject to the host's approval and listing availability. Additional charges may apply if the new dates have different pricing.
8. Disputes
If you believe your cancellation or refund was processed incorrectly, please contact Tizela Support within 48 hours of your scheduled check-in or rental start time. We will review the details and aim to resolve your case within 5 business days.
9. Need Help?
If you have questions about this policy or need assistance with a cancellation or refund, please contact our Support Team at support@tizela.com.