Platform: NZZL
This Guest Cancellation Policy explains how cancellations, refunds, no-shows, early departures, and booking-related refund requests are handled on NZZL.
By making a booking through NZZL, you agree to this Policy, the cancellation terms shown on the listing, the applicable house rules, and NZZL's Terms of Use.
Each property has its own cancellation policy, and the version shown before payment is the one that applies to the booking.
Every listing uses one of four policies (Flexible, Moderate, Limited or Strict), and the free cancellation deadline is shown before you pay.
Refunds depend on the listing policy, cancellation timing, the payment components involved, and any mandatory legal rights.
Guests must cancel through the NZZL platform. Messages to the Host, no-shows, and payment disputes do not count as cancellations.
NZZL may review host cancellations, serious property issues, exceptional circumstances, and submitted evidence when deciding refund outcomes.
Off-platform payments are not protected by NZZL, and chargebacks can pause any refund review until the payment dispute is resolved.
Each property on NZZL has a cancellation policy. The applicable cancellation policy is shown before you confirm and pay for your booking.
Please review it carefully before booking.
The cancellation policy shown at the time of booking will determine:
| Item | What It Means |
|---|---|
| Free cancellation deadline | The latest time you can cancel and still receive a full refund |
| Partial refund period | The period when only part of the booking amount may be refunded |
| Non-refundable period | The period when no refund, or only limited refund, may be available |
| No-show treatment | What happens if you do not arrive and do not cancel |
| Fees and charges | Which fees may or may not be refundable |
Cancellation deadlines are calculated based on the local time of the property, unless stated otherwise.
Every listing on NZZL uses one of the following cancellation policies, chosen by the Host.
| Policy Type | Guest Refund |
|---|---|
| Flexible | Cancel 24+ hours before check-in: full refund. Cancel later: you pay for nights stayed + 1 extra night, plus the cleaning fee. |
| Moderate | Cancel 5+ days before check-in: full refund. Cancel within 5 days: you pay for nights stayed + 50% of the remaining nights, plus the cleaning fee. If you cancel before check-in, that equals 50% of all booked nights. |
| Limited | Cancel 14+ days before check-in: full refund. Cancel 7–13 days before check-in: you pay 50% of all booked nights, plus the cleaning fee. Cancel within 7 days: you pay 100% of all booked nights, plus the cleaning fee. |
| Strict | Cancel 30+ days before check-in: full refund. Cancel within 30 days (including before check-in): you pay 100% of all booked nights, plus the cleaning fee. |
The cancellation policy that applies to your booking, and its free cancellation deadline, are shown on the listing, at checkout, and on your booking.
To cancel a booking, Guests must cancel through the NZZL platform.
A booking is not considered cancelled merely because the Guest:
The cancellation date and time will be based on the cancellation record in the NZZL platform.
Refunds depend on the cancellation policy, the timing of cancellation, the type of fees paid, and applicable law.
| Payment Component | Refund Treatment |
|---|---|
| Accommodation fee | Refunded according to the applicable cancellation policy |
| Cleaning fee | Refunded if you cancel within the free cancellation period; charged together with a late cancellation |
| Taxes | Refunded where legally permitted and not already remitted |
| Bank, card, gateway, or currency charges | Usually non-refundable |
| Optional services | Non-refundable if already delivered, committed, or charged by a third party |
NZZL may deduct any amount that is non-refundable, already incurred, or legally payable.
A Guest will be treated as a no-show if the Guest does not arrive for the booking and does not cancel through NZZL before the applicable deadline.
In a no-show case:
A Guest who expects to arrive late must contact the Host through NZZL as early as possible. Late arrival does not automatically create a refund right.
If a Guest checks in and then leaves before the end of the booking, unused nights are not automatically refundable.
A refund for unused nights may be considered only where:
Personal preference, change of plans, weather, travel delays, or failure to read the listing or house rules will not usually qualify for a refund.
If a Host cancels a confirmed booking before check-in, the Guest will normally receive a full refund of amounts paid through NZZL for that booking.
NZZL may also try to help the Guest find an alternative property. However, NZZL does not guarantee that a similar property, price, location, size, standard, or date will be available.
If the Guest accepts an alternative property, the amount already paid may be applied to the new booking, subject to price differences and availability.
A Guest may request a full or partial refund if there is a serious issue with the property or booking.
Examples may include:
To request a refund, the Guest must notify NZZL as soon as reasonably possible and provide supporting evidence.
Evidence may include:
NZZL may reject refund claims that are late, unsupported, exaggerated, misleading, or caused by the Guest's own actions.
Where reasonable, Guests must give the Host and NZZL an opportunity to resolve the issue before leaving the property or making alternative arrangements.
NZZL may reduce or refuse a refund if the Guest:
This does not apply where the property is unsafe, unlawful, inaccessible, or presents an urgent risk.
NZZL may override the standard cancellation policy where exceptional circumstances make the stay impossible, illegal, unsafe, or unreasonable.
Exceptional circumstances may include:
NZZL may require reasonable documents before approving any refund under this section.
NZZL will decide exceptional circumstance claims on a case-by-case basis.
Guests are not entitled to a refund where the cancellation, failed stay, or problem is caused by the Guest.
This includes, but is not limited to:
NZZL may cancel a booking without refund if the Guest breaches platform rules, house rules, safety requirements, or applicable law.
Guests must not make booking payments, deposits, extensions, upgrades, cancellation settlements, or refund arrangements outside NZZL unless NZZL expressly permits it.
Payments made outside NZZL are not protected by NZZL.
NZZL is not responsible for:
NZZL may suspend or terminate accounts involved in off-platform payment activity.
Approved refunds will normally be processed to the original payment method.
Refunds usually reach you within 5–10 business days.
The time required for the Guest to receive the refund may depend on:
NZZL may process the refund, but the final receipt of funds may be controlled by third-party financial institutions.
If a booking is paid in one currency and refunded in another, the amount received may differ because of exchange rates, bank fees, card charges, or payment provider charges.
NZZL is not responsible for exchange-rate differences, foreign transaction charges, or third-party payment fees unless required by law.
If a Guest raises a chargeback, card dispute, bank claim, or payment reversal, NZZL may pause any refund review until the dispute is resolved.
NZZL may share relevant booking records with the bank, card issuer, payment provider, Host, or relevant authority. These records may include:
Filing a chargeback does not automatically entitle the Guest to a refund.
A Host may choose to approve a refund that is more generous than the applicable cancellation policy.
However, a Host is not required to approve additional refunds unless required by law, the listing policy, or NZZL's decision.
All Host-approved refunds must be processed through NZZL.
NZZL may review cancellation and refund issues to support fair outcomes between Guests and Hosts.
NZZL may consider:
NZZL may approve, reject, reduce, or adjust a refund request based on the available information.
NZZL's decision may be final unless applicable law provides otherwise.
NZZL provides the technology platform for Guests and Hosts to connect, book, pay, communicate, and manage stays.
Unless expressly stated otherwise, NZZL is not the owner, landlord, hotel operator, property manager, broker, travel agent, or direct provider of the property.
The Host is responsible for the property, listing accuracy, lawful availability, check-in arrangements, house rules, and the stay experience.
NZZL is responsible for operating the platform in accordance with its Terms of Use and applicable law.
Nothing in this Policy limits any mandatory rights that Guests may have under applicable consumer protection laws.
If any part of this Policy is inconsistent with mandatory law, the mandatory law will apply only to the extent required.
NZZL may update its cancellation, refund, and dispute procedures to comply with applicable legal requirements.
NZZL may update this Policy from time to time.
The version that applies to a booking is the version shown or linked at the time the booking is confirmed, unless:
Before booking, please read the cancellation policy shown on the property page.
In simple terms:
| Situation | Usual Outcome |
|---|---|
| You cancel before the free cancellation deadline | You may receive a full refund |
| You cancel after the free cancellation deadline | You may receive a partial refund or no refund |
| You do not arrive and do not cancel | You may receive no refund |
| The Host cancels | You will normally receive a full refund |
| The property has a serious confirmed issue | NZZL may approve a full or partial refund |
| You pay outside NZZL | NZZL may not be able to protect or refund you |
All cancellations and refund requests must be handled through NZZL.