Refund Policy
Understand how refunds are processed, timelines for receiving funds, and the methods we use to return your money.
Last Updated: January 31, 2026
Refund Eligibility
Refund eligibility is determined by the cancellation policy tier selected by the host for each listing. Please refer to our Cancellation Policy for detailed information on each tier and the corresponding refund percentages.
In general, refunds may be issued in the following circumstances:
- Guest cancellation within the eligible refund window
- Host cancellation of a confirmed booking
- Property not as described in the listing
- Safety or habitability issues with the property
- Extenuating circumstances (documented emergencies, travel restrictions)
- Double charges or payment processing errors
Refund Processing Timeline
Step 1: Initiation
Refund request processed
Upon cancellation confirmation
Step 2: Processing
OnsStay processes refund
Business days
Step 3: Bank Transfer
Funds appear in your account
Depending on your bank
Total estimated time: 5-10 business days from cancellation to funds in your account
Refund Methods
Credit/Debit Card Refunds
Refunds are automatically returned to the original card used for payment. Processing time depends on your card issuer.
| Visa / Mastercard | 5-7 business days |
| American Express | 5-10 business days |
| UAE Debit Cards | 3-5 business days |
Bank Transfer Refunds
For payments made via bank transfer or when the original payment method is no longer available, refunds can be processed via bank transfer.
- • UAE bank accounts: 3-5 business days
- • International bank accounts: 7-14 business days
- • May require verification of bank account ownership
OnsStay Credit
In some cases, you may opt to receive your refund as OnsStay credit, which can be applied to future bookings.
- • Instant availability upon request
- • Valid for 12 months from issue date
- • Can be used for any property on OnsStay
- • Non-transferable and non-refundable
Service Fee Refunds
The OnsStay guest service fee (9-14% of booking subtotal) is handled as follows:
| Scenario | Service Fee Refund |
|---|---|
| Cancellation within full refund window | Fully refunded |
| Partial refund (50% tier) | Not refunded |
| No refund window | Not refunded |
| Host cancellation | Fully refunded |
| Property issues / Not as described | Fully refunded |
| Extenuating circumstances | Case-by-case basis |
Special Circumstances
Property Not as Described
If the property significantly differs from the listing description, contact support within 24 hours of check-in. After verification, you may be eligible for a full or partial refund.
Safety Issues
For safety or habitability concerns (no running water, broken locks, pest infestation), contact support immediately. We prioritize guest safety and will assist with rebooking or refunds.
Extenuating Circumstances
Documented emergencies, natural disasters, or government travel restrictions may qualify for policy exceptions. Documentation is required for review.
Payment Errors
Double charges or incorrect amounts are refunded in full once verified. Contact support with your booking reference and payment details.
How to Request a Refund
- Standard Cancellation Refunds: Cancel your booking through your OnsStay account. Eligible refunds are processed automatically based on the property's cancellation policy.
- Issue-Based Refunds: Contact our support team within 24 hours of discovering the issue. Provide your booking reference, photos/evidence, and a description of the problem.
- Dispute Resolution: If you disagree with a refund decision, you can request a review through our Resolution Center within 14 days.
Contact Support
For refund inquiries or assistance:
- Email: [email protected]
- Phone: +971 4 XXX XXXX (9 AM - 12 AM UAE time)
- In-app chat: Available 24/7