Cancellation Policies

Understand your options for cancellations and refunds on Cantra Hub

Important: Hosts Set Their Own Policies

Each property on Cantra Hub has its own cancellation policy set by the Host. The policy types below are guidelines that Hosts can choose from. Always check the specific cancellation policy on the property listing before booking, as it may vary from these standard options.

Standard Cancellation Policy Types

Flexible

Guest Friendly

Cancel up to 24 hours before check-in for a full refund (minus service fees).

Guest Cancels

  • • 24+ hours before check-in: Full refund
  • • Less than 24 hours: No refund

Best For

Travelers who value flexibility and may need to change plans.

Moderate

Balanced

Cancel up to 5 days before check-in for a full refund (minus service fees). 50% refund for cancellations within 5 days.

Guest Cancels

  • • 5+ days before check-in: Full refund
  • • Within 5 days: 50% refund
  • • After check-in: No refund

Best For

A balance between flexibility for guests and protection for hosts.

Strict

Host Protected

Cancel up to 7 days before check-in for a 50% refund. No refund for cancellations within 7 days of check-in.

Guest Cancels

  • • 7+ days before check-in: 50% refund
  • • Within 7 days: No refund
  • • After check-in: No refund

Best For

Properties in high-demand areas or during peak seasons where hosts need booking assurance.

Non-Refundable

Discounted Rate

Lower rates in exchange for no refund. Often 10-15% cheaper than flexible options.

Guest Cancels

  • • Any time: No refund

Best For

Budget-conscious travelers with firm plans who are confident they won't need to cancel.

Understanding Service Fees

When you receive a refund, please note the following about service fees:

  • Cantra Hub Service Fee: Service fees are fully refundable if you cancel within 48 hours of booking AND at least 14 days before check-in. Otherwise, service fees are non-refundable.
  • Payment Processing Fees: Some payment processing fees may be non-refundable depending on your payment method.
  • Currency Conversion: If your refund involves currency conversion, exchange rate fluctuations may affect the final amount.

What If a Host Cancels?

If a Host cancels your confirmed booking, you will automatically receive:

  • A full refund of your payment, including all fees
  • Assistance from our support team to find alternative accommodations
  • Help with rebooking at a similar property when available

Host Accountability: Hosts who frequently cancel bookings may face penalties including reduced visibility in search results, account suspension, or removal from the platform.

Extenuating Circumstances Policy

In certain exceptional situations, we may override the Host's cancellation policy to provide a full refund. These extenuating circumstances include:

🏥

Death or Serious Illness

Death or serious illness of the guest, host, or immediate family member

🌊

Natural Disasters

Earthquakes, hurricanes, floods, or other natural disasters affecting the property

🏛️

Government Actions

Government-mandated travel restrictions or evacuation orders

✈️

Transportation Disruption

Major transportation closures making travel impossible

Documentation Required

To qualify for an extenuating circumstances refund, you must provide documentation supporting your claim (e.g., medical certificates, news reports, official government notices) and contact our support team before your scheduled check-in date.

How to Cancel a Booking

  1. 1Log in to your Cantra Hub account
  2. 2Go to "My Trips" or "Bookings" in your dashboard
  3. 3Find the booking you want to cancel
  4. 4Click "Cancel Booking" and review the refund amount
  5. 5Confirm the cancellation
  6. 6You'll receive confirmation via email

Refunds are typically processed within 5-10 business days, depending on your payment method and bank.

Information for Hosts

As a Host on Cantra Hub, you have the flexibility to choose the cancellation policy that works best for your property and hosting style.

Things to Consider When Choosing Your Policy:

  • Market Demand: High-demand properties may benefit from stricter policies
  • Seasonality: Consider stricter policies during peak seasons
  • Lead Time: Longer lead times give you more time to rebook cancelled reservations
  • Competition: More flexible policies may attract more bookings in competitive markets
  • Guest Type: Business travelers often prefer flexible policies

Host Cancellation Consequences

Hosts who cancel confirmed bookings may face financial penalties, automated review stating the cancellation, and potential impact on their search ranking. Repeated cancellations may result in account suspension.

You can update your cancellation policy at any time in your Host Dashboard. Changes will only apply to new bookings, not existing reservations.

Need Help with a Cancellation?

Our support team is here to help you with any cancellation-related questions or issues.

Visit Help CenterContact Support
Cancellation Policy - Cantra Hub