CANCELLATION AND REFUND POLICY
Effective Date: September 2026
We understand that plans can change. Our cancellation and refund policy is designed to give you flexibility while allowing us to manage reservations fairly.
1. Cancellation More Than 48 Hours Before Check-In
If you cancel your booking more than 48 hours before your scheduled check-in time, you will receive a 100% refund of your eligible booking amount.
Your refund will first be credited to your Urbanova Wallet. From your Urbanova Wallet, you can choose to withdraw the available refund back to your original payment method/account or keep it in your wallet for a future booking.
2. Cancellation Within 48 Hours of Check-In
If you cancel your booking within 48 hours of your scheduled check-in time, a 20% cancellation fee will be deducted from your eligible booking amount.
The remaining 80% will be credited to your Urbanova Wallet, from which you can withdraw the refund or use it toward a future Urbanova booking.
3. How Refunds Work
All approved refunds are initially processed through your Urbanova Wallet.
Once the refund appears in your wallet, you may:
- Withdraw the refund to your original payment method/account; or
- Keep the funds in your Urbanova Wallet and use them toward a future booking.
This allows you to choose what works best for you.
4. Exceptions
Some bookings may have different cancellation or refund terms, including certain last-minute reservations or non-refundable bookings.
Where different terms apply, they will be clearly communicated before you complete your booking.
5. Refund Processing
Approved refunds will be processed according to Urbanova’s applicable refund timelines typically 2-5 working days. Once your refund is available in your Urbanova Wallet, any withdrawal to your original payment method will be processed according to the applicable payment-processing timeline.
6. Need Help?
If you have questions about a cancellation or refund, our support team is available to assist you.
Email: Urbanova.app@gmail.com
