Cancellation Policy
Solwyn · Last updated: 8 October 2026
Every stay on Solwyn is run by its own hosts, and each one has its own cancellation policy. You see it on the stay’s page, and the exact dates and amounts for your booking next to the Pay button, in your confirmation email and in your account. On top of every host’s policy, Solwyn makes two promises: if your hosts cancel, or if something serious stops you from travelling, you get everything back.
1. The stay’s policy
Hosts choose until when you can cancel for free:
| Policy | Free cancellation |
|---|---|
| Flexible | Until 2 days before arrival |
| Standard | Until 14 days before arrival |
| Strict | Until 30 days before arrival |
| Non-refundable | None — the booking is non-refundable from the moment it's made |
And what cancelling after that, or not arriving, costs:
| After the free-cancellation date | What it costs |
|---|---|
| Only the deposit | Your deposit isn't refunded. Nothing more is charged. |
| The first night | The price of the first night: your deposit, plus what the first night costs above it, charged to your saved card. When the deposit is already more than the first night, it's just the deposit. |
| The whole stay | The price of the whole stay: your deposit, plus the rest charged to your saved card. |
When you cancel in time, your deposit is refunded in full. The terms you book with are kept with your booking: if the hosts change their policy later, your booking keeps its terms.
2. Dates and times
Free cancellation runs until 23:59 on the date shown with your booking, in the property’s local time. A cancellation counts from when we receive it.
3. Your saved card
When a late cancellation or a no-show could cost more than your deposit, the card you pay with is kept securely by Stripe, our payment provider, for this booking. (When a gift card covers your deposit, you give a card instead, and nothing is charged.) We tell you this before you pay.
Your card is only charged for a late cancellation or a no-show, and only the amount the booking’s terms say. We email you when we do. Solwyn never sees or stores your full card number.
4. If your hosts cancel
You get everything back: what you paid by card is refunded, and any gift card used is restored. We’ll also help you find another stay if you’d like.
5. Serious circumstances
If something serious and outside your control stops you from travelling, Solwyn can refund you in full, whatever the stay’s policy — for example:
- serious illness or injury, or the death of someone close to you;
- a natural disaster or emergency at the destination;
- official travel restrictions that prevent the stay.
Write to us as soon as you can. We may ask for documents, and we decide each case fairly, with the hosts.
6. Not arriving
If you don’t arrive and haven’t cancelled, your hosts let us know. We get in touch with you first, then apply the booking’s terms as for a late cancellation.
7. Gift cards
Where a refund is due on a booking paid with a gift card, the gift card part is restored to the card, not paid in cash. It stays usable for the rest of its original period, or for 3 months from the cancellation, whichever is longer (Gift Stay Terms, Section 8).
8. How to cancel
Write to hello@solwyn.co with your booking reference (it’s in your confirmation email and your account). We confirm by email what happens to your payment.
9. Refunds
Refunds go back to the card you paid with. They usually appear within 5 to 10 business days, depending on your bank.
10. Where the money goes
What you pay for a booking you cancel late, or don’t arrive for, goes to your hosts, less Solwyn’s usual commission — as it would have for your stay.