Cancellation options
Plans change — VAKA's cancellation policy balances your right to change plans with compensation to the owner for the time their item was blocked. It's a single policy, the same for everyone.
Refund policy
The refund percentage depends on how long is left before pickup at the moment you cancel:
| When you cancel | Refund |
|---|---|
| Before the owner accepts | 100% |
| More than 48 h before pickup | 95% |
| Between 24 h and 48 h before | 50% |
| Less than 24 h before or no-show | 0% |
The percentages apply to the rental cost. The 5% withheld when you cancel more than 48 hours ahead corresponds to the payment processing cost.
The deposit is not affected by a cancellation: the deposit is only charged at the moment of pickup, so if you cancel beforehand, you're never charged (more detail in payments and deposits).
While the request is pending
If the owner hasn't accepted your request yet, you can cancel it at any time at no cost — you haven't been charged anything. Requests the owner doesn't respond to expire on their own after 24 hours, also at no cost to you.
How to cancel
- Go to My rentals.
- Open the booking you want to cancel.
- Tap Cancel booking and select the reason.
- Confirm. The refund is calculated automatically according to the table above and processed immediately. The money takes between 3 and 10 business days to show up on your card.
If the owner cancels
When the owner cancels a booking that was already accepted, you receive a 100% refund, no matter when it happens. The policy doesn't include additional compensation — but cancellations cost the owner where it matters most: they affect their history and their eligibility for the Top Neighbor program, which requires a cancellation rate below 5%.
Force majeure
Documented events outside the control of either party (illness with a medical certificate, natural disaster, critical family emergency) are reviewed case by case. Write to us at soporte@vakaland.com with the evidence and the booking number. If the situation is urgent, also check the emergency protocol.
See also
- How VAKA works — the complete cycle of a rental, step by step.
- Claims and disputes — what happens if something goes wrong after pickup.
- Terms of service — the platform's formal rules.
- Contact — if your case doesn't fit into any of these categories.