Last updated: 22 September 2025
This Cancellation and Refund Policy explains how cancellations and refunds are handled on the Townzie Platform. This Policy forms part of the Townzie Terms and Conditions and applies to all Listings unless stated otherwise.
Each Listing on Townzie may have its own Cancellation Policy, which is determined by the Listing Author (“Host”) and displayed on the Listing page before booking.
If a Listing does not include a Cancellation Policy, the booking is generally considered non-refundable, unless otherwise required by law, agreed in writing between the Guest and Host, or determined by Townzie in accordance with its policies.
2.1 Reviewing cancellation terms
Guests are responsible for reviewing and understanding the Cancellation Policy applicable to a Listing before confirming a booking and making payment.
By completing a booking, you confirm that you have read and accepted the applicable Cancellation Policy.
2.2 Requesting a cancellation
If a Guest wishes to cancel a booking, the cancellation must be initiated through the Townzie Platform or in writing.
Guests should:
Review the Listing’s Cancellation Policy
Submit a cancellation request with relevant booking details
Allow reasonable time for the Host and Townzie to process the request
3.1 Defining a cancellation policy
Hosts are responsible for clearly stating their Cancellation Policy on the Listing page if they offer any form of refund.
If no refund is offered, this must be clearly disclosed on the Listing.
3.2 Honouring cancellation policies
Hosts are responsible for honouring their stated Cancellation Policy and cooperating with Townzie to resolve cancellation and refund requests in a timely manner.
3.3 Host-initiated cancellations
If a Host cancels a confirmed booking, the Host must notify the Guest and Townzie promptly. Refunds in such cases will be handled in accordance with the applicable policy and Townzie’s Terms.
4.1 Role of Townzie
Townzie acts as a payment intermediary and may process refunds only in accordance with:
The Listing’s Cancellation Policy
Townzie’s Terms and Payments Policy
Applicable laws
If Townzie is holding the booking funds at the time of cancellation, Townzie may process the refund directly.
If funds have already been paid out to the Host, the Host remains responsible for refunding the Guest in accordance with the applicable policy.
Townzie does not guarantee refunds beyond what is required by the applicable Cancellation Policy or law.
4.2 Refund timelines
Where Townzie processes a refund, refunds are typically initiated within 14 business days after:
The cancellation request is confirmed
No dispute is pending
All required information has been received
Actual refund timing depends on the payment method and third-party processing timelines.
5. Disputes and exceptions
Townzie reserves the right to review cancellations involving:
Suspected fraud
Platform errors
Duplicate bookings
Exceptional circumstances
In such cases, Townzie may take reasonable action to protect Guests, Hosts, and the integrity of the Platform.
6.1 No waiver
Failure by Townzie to enforce any provision of this Policy does not constitute a waiver of that provision.
6.2 Communications
All cancellation-related communications may be conducted electronically using contact details associated with your Townzie account.
6.3 Contact
For questions regarding cancellations or refunds, please contact Townzie via the Contact Us page.
