Last updated: 10 October 2026.
The short version
- Each hotel or provider has its own cancellation terms, shown on the hotel page or in your confirmation. Those terms decide what, if anything, is charged.
- To cancel, go to My account → My bookings → your booking → “Request cancellation”, or email us. Your booking is not cancelled until we confirm it in writing.
- Refunds go back to the original payment method, or to your BookingMate wallet if you prefer.
Bookings paid at the property
If you chose to pay at the property and cancel within the provider’s free-cancellation period, there is nothing to pay. Late cancellations or no-shows may be charged by the property under its own terms.
Bookings paid to BookingMate
If you paid us by bank transfer or wallet, we refund the amount the provider’s terms allow, normally within 14 days of confirming the cancellation.
If the hotel cancels
If a provider cannot honour a confirmed booking, we will offer a comparable alternative where we can, or a full refund of anything you paid us.
Promotions
Discounted bookings follow the same rules unless the promotion says otherwise.