Refund Policy

This page explains what's refundable if you cancel a booking, what isn't, and how a refund is paid out. Each apartment's specific cancellation window is also shown before you book and in your booking confirmation.

1. The deposit is never refundable

The deposit (one night's cost) is never refundable, no matter when you cancel — only amounts paid beyond that follow the policy above.

2. Refund of anything beyond the deposit

Whether the rest of what you paid is refundable depends on the apartment's cancellation policy and how far ahead of check-in you cancel:

• Flexible: Refund of anything paid beyond the deposit if you cancel at least 1 day before check-in.
• Moderate: Refund of anything paid beyond the deposit if you cancel at least 5 days before check-in.
• Strict: Refund of anything paid beyond the deposit if you cancel at least 14 days before check-in.

Cancelling after a policy's cutoff means any payment already made is non-refundable. See house rules & cancellation policy for the cutoff of the apartment you're booking.

3. Service charge

The service charge shown on an online payment covers the payment processor's own fee for that transaction. It's never refundable, even when the payment it was added to is otherwise eligible for a refund.

4. Pay-on-arrival booking fee

Where a location requires a booking fee to hold a pay-on-arrival request, that fee is treated the same as a deposit: it's not refundable once paid, including if we can't reach you to confirm and the request expires.

5. How a refund is paid

Eligible refunds are processed back to the original payment method used online, and typically take a few business days to reflect, depending on your bank or mobile money provider. If you paid on arrival (cash or POS), we'll agree a refund method with you directly.

6. Requesting a refund

You can cancel a booking yourself from manage my booking, which shows exactly what's owed back before you confirm. For anything else, reach us via the contact page or at admin@jswayapt.com.