Cancellations & Refunds

Last updated October 2, 2026

Each host chooses a cancellation policy for their place. It's shown on the listing and in every quote, and your quote turns it into exact dates and amounts (the “refund schedule”), so you or your AI agent know what you'd get back before you book. Times are in the listing's time zone, counted from its check-in time.

The policies

Flexible

Cancel at least 24 hours before check-in for a full refund. After that, nothing is refunded.

In short: Full refund up to 24 hours before check-in.

Moderate

Cancel at least 5 days before check-in for a full refund. After that, you get back half of the nightly price, plus cleaning and other fees, and the taxes on those amounts.

In short: Full refund up to 5 days before check-in; 50% of the nightly rate after that.

Firm

Cancel at least 30 days before check-in for a full refund. Between 30 and 7 days before, you get back half of the nightly price, plus cleaning and other fees, and the taxes on those amounts. Within 7 days of check-in, nothing is refunded.

In short: Full refund up to 30 days before check-in; 50% up to 7 days before.

The refund you're owed is fixed by the schedule in your quote, even if the host later changes their policy.

If you cancel

Use the link in your booking email (“Cancel booking”), or ask your AI agent: it will tell you the refund before cancelling.
Before the host accepts: withdraw your request at any time. Nothing is charged; any hold on your card is released.
Reserve now, pay later: if you cancel before your card is charged, nothing is charged. The charge date is always before free cancellation ends.
After you've paid: you're refunded according to the policy above, automatically, to the card you paid with.

If the host cancels, declines or doesn't answer

Host cancels a confirmed booking: you get a full refund of everything you paid.
Host declines, or doesn't answer in time: nothing is charged and any hold on your card is released.
Threshold cancels (for example, a double booking, suspected fraud, or a place that turns out to be unavailable): you get a full refund.

Payment problems

If a scheduled charge fails, you'll get an email with a link to pay and a deadline. If payment isn't made by then, the booking is cancelled and nothing is charged.
If you don't finish checkout when you request, the dates are held for 60 minutes, then released.

How long refunds take

We send refunds as soon as a booking is cancelled. Your bank usually shows them within 5–10 business days. Card holds that are released (rather than refunded) usually disappear within a few days, depending on your bank.

Places where the host collects payment

Some hosts arrange payment with guests themselves instead of through Threshold. For those bookings, the same policy applies, but the refund comes from the host.

Problems during a stay

If something is seriously wrong when you arrive (you can't get in, or the place is substantially different from the listing), contact the host right away by replying to any booking email, and email us at hello@threshold.rentals if it isn't resolved. For bookings paid through Threshold, we'll work with you and the host on a fair outcome, which may include a full or partial refund.