Refunds

This page describes exactly how a refund amount is calculated and processed when a booking is cancelled — the same rules the checkout page shows you before you pay, and the same calculation the system runs when a cancellation happens. There is no separate, undisclosed refund logic anywhere else.

What determines your refund

Every listing has one of three cancellation policies, shown on the listing and again at checkout before you pay:

• Flexible — Full refund if cancelled at least 1 day before check-in.
• Moderate — Full refund if cancelled 5+ days before check-in; 50% refund 1–4 days before; no refund after that.
• Strict — 50% refund if cancelled 7+ days before check-in; no refund after that.

The refund percentage applies to the accommodation price only. Nesta's flat platform fee is never refunded, since it covers the cost of running the booking itself regardless of outcome.

A booking that was never actually paid has nothing to refund, even where the policy above would otherwise entitle it to 100% — cancelling it simply closes the booking with no charge and no refund record.

How a refund is processed

When a paid booking is cancelled and a refund is owed, Nesta records the refund (amount, percentage, and reason) immediately against the booking. Depending on which payment provider processed the original payment, returning the money to your payment method may require a manual step on our end rather than happening automatically the instant the booking is cancelled — for example, our current payment provider does not offer an automated refund API, so eligible refunds are actioned manually by our team. You can see a cancelled booking's recorded refund amount and status on the booking itself; contact us via the Contact page if a recorded refund hasn't reached you within a reasonable time.

Disputed charges

If you believe you were charged incorrectly, contact us before disputing the charge with your bank or card issuer — most issues can be resolved faster directly.

See also Cancellation for how to actually cancel a booking.