The short version
- Cancel any time from your dashboard. You keep full access to the end of the period you already paid for.
- The 30-day Pilot trial needs no card, so there is nothing to cancel and nothing to refund.
- EU and UK consumers have a 14-day right to withdraw from a new subscription.
- We refund a yearly plan pro-rata within the first 30 days, no reason needed.
- We always refund a charge that was our mistake.
This summary is a reading aid and is not part of the agreement. Where it differs from the text below, the text below is what applies.
Contents+
This policy is part of the Terms of Service. Where your local consumer law gives you more than this page does, your local law wins — nothing here takes away a statutory right.
Cancelling
Cancel from Dashboard → Billing at any time. It takes effect at the end of the period you have paid for; nothing is charged after that.
- You keep every paid feature until the period ends — cancelling does not cut you off that day.
- When it ends, guest pages stop being published. Your content is not deleted, and you can export it or resubscribe.
- Removing a property lowers your subscription from the next period. It does not shorten the current one.
- If you cannot reach the billing screen, write to billing@hostbnb.example.com from the account's email address and we will cancel it for you.
The Pilot trial
Pilot is free for 30 days, covers up to five properties, and takes no card. It does not convert into a paid plan on its own: when it ends, you choose a plan or the account simply stops publishing. There is nothing to cancel and nothing to refund.
Withdrawal right for EU and UK consumers
If you are a consumer in the EU or UK, you have 14 days from subscribing to withdraw and get a full refund, without giving a reason. Write to billing@hostbnb.example.com within those 14 days.
Starting straight away
By subscribing and using the Service inside the 14-day window, you ask us to begin performance immediately and acknowledge that you lose the withdrawal right once the service has been fully performed. If you withdraw partway through, we may keep an amount proportionate to what you used before withdrawing. Most people would rather start immediately than wait two weeks — this is the trade that makes that possible.
This right belongs to consumers. A subscription bought for a business — which most property management is — does not carry it, though the goodwill refunds below still apply.
When we refund
| Situation | What we do |
|---|---|
| We charged you in error, or twice | Full refund of the incorrect amount, as soon as we confirm it. |
| A yearly plan, cancelled within 30 days of purchase or renewal | Pro-rata refund of the unused months, no reason needed. |
| A yearly plan, after the first 30 days | No refund by default. Access runs to the end of the year you paid for. |
| A monthly plan | No refund for the current month by default. Access runs to the end of it. |
| An extended outage that made the Service unusable | A pro-rata credit or refund for the affected period, on request. |
| We materially reduce or remove a feature you were paying for | Pro-rata refund of the unused period if you cancel because of it. |
| A price rise you don't want | Cancel before it takes effect and nothing is charged. We give 30 days' notice. |
| We closed your account for breaching the Terms | No refund. |
Refunds go back to the original payment method through Stripe. Stripe usually returns the money in 5–10 business days; the exact timing is your bank's.
Partner earnings
Partner commissions are separate from your subscription. A commission is confirmed only after the guest has completed the service and the refund window has closed. If a guest cancels, refunds or does not show up, the conversion is cancelled and nobody is paid — including us. Nothing is clawed back from a payout that has already settled.
Guest purchases
When a guest books a tour or buys from a partner business through a guest page, they buy from that business or from Viator, not from Hostbnb. Cancellations and refunds follow that seller's policy, shown before booking. We cannot refund a purchase we did not take payment for — but if you can't get a seller to respond, tell us and we will chase them.
Chargebacks
Please talk to us before disputing a charge with your bank. A chargeback freezes the account while the bank investigates, which usually takes longer than us just refunding you. Write to billing@hostbnb.example.com and we will sort it out.
How to ask for a refund
Email billing@hostbnb.example.com from the address on the account with the invoice number or the charge date, and what happened. We reply within two business days and, where we are refunding, issue it the same day we agree.