Cancellation Policy
OnsStay offers four cancellation policy tiers to accommodate different hosting styles and guest needs. Each listing displays its applicable cancellation policy.
Last Updated: January 31, 2026
Understanding Our Cancellation Tiers
Hosts choose a cancellation policy tier when creating their listing. The tier determines refund eligibility for guests and the service fee charged to hosts.
| Tier | Full Refund Window | Host Fee | Best For |
|---|---|---|---|
| Flexible | Cancel 24+ hours before check-in | 2% | Hosts who prioritize high booking volume and guest flexibility |
| Moderate | Cancel 5+ days before check-in | 2.5% | Hosts seeking balance between flexibility and booking security |
| Firm | Cancel 30+ days before check-in | 3% | Premium properties and peak season bookings |
| Strict | Cancel within 48 hours of booking AND 14+ days before check-in | 4% | High-demand properties, special events, and long-term stays |
Detailed Policy Information
Tier 1: Flexible
Maximum flexibility for guests with easy cancellation options.
Refund Schedule
Cancel 24+ hours before check-in for full refund
Cancel within 24 hours of check-in
No-show or same-day cancellation
Best for: Hosts who prioritize high booking volume and guest flexibility
Tier 2: Moderate
Balanced approach with reasonable notice requirements.
Refund Schedule
Cancel 5+ days before check-in for full refund
Cancel 2-5 days before check-in
Cancel within 48 hours of check-in
Best for: Hosts seeking balance between flexibility and booking security
Tier 3: Firm
Stronger commitment with advance notice requirements.
Refund Schedule
Cancel 30+ days before check-in for full refund
Cancel 7-30 days before check-in
Cancel within 7 days of check-in
Best for: Premium properties and peak season bookings
Tier 4: Strict
Maximum protection for hosts with limited cancellation options.
Refund Schedule
Cancel within 48 hours of booking AND 14+ days before check-in
Cancel 7-14 days before check-in
Cancel within 7 days of check-in
Best for: High-demand properties, special events, and long-term stays
Important Information
Service Fee Refunds
OnsStay's guest service fee is refundable when cancellation occurs within the full refund window. For partial refunds, the service fee is non-refundable.
Refund Processing
Refunds are processed within 5-10 business days to the original payment method. Bank processing times may vary. See our Refund Policy for details.
Check-in Time Reference
All cancellation deadlines are calculated based on the property's local check-in time (UAE time, GMT+4). The check-in time is specified in each listing.
Extenuating Circumstances
In cases of documented emergencies, natural disasters, or government travel restrictions, OnsStay may provide exceptions to standard cancellation policies.
Host Cancellations
Hosts are expected to honor all confirmed bookings. However, if a host must cancel:
- The guest receives a full refund, including all fees
- OnsStay assists the guest in finding alternative accommodation
- The host's calendar is blocked for the cancelled dates
- Repeated cancellations may result in listing suspension or removal
If a host cancels due to circumstances beyond their control (property damage, emergency repairs, etc.), they should contact OnsStay support immediately to discuss options and minimize impact on their account standing.
How to Cancel a Booking
- Log in to your OnsStay account and navigate to "My Bookings"
- Select the booking you wish to cancel
- Click "Cancel Booking" and review the refund amount based on the property's cancellation policy
- Confirm the cancellation - you'll receive an email confirmation with refund details
If you need assistance with cancellation or have questions about your refund, please contact our support team at [email protected] or through the in-app chat feature.