Cancellation Policy
Last updated: May 2025
Each listing on Flow has a cancellation policy set by the host. Guests can view the applicable policy before confirming a booking. The policy determines your eligibility for a refund if you need to cancel. Separately, guests can cancel a booking themselves up to 48 hours before check-in; inside that window, contact the host or our support team.
Guest Cancellation Tiers
Flexible
Refund
Full refund
Cancellation window
Cancel at least 24 hours before check-in
Late cancellation
No refund for cancellations within 24 hours of check-in.
Moderate
Refund
Full refund
Cancellation window
Cancel at least 5 days before check-in
Late cancellation
No refund for cancellations within 5 days of check-in.
Strict
Refund
50% refund
Cancellation window
Cancel at least 7 days before check-in
Late cancellation
No refund for cancellations within 7 days of check-in.
Service Fees
Flow service fees are non-refundable unless the cancellation is due to a verifiable extenuating circumstance (see below) or the host cancels the reservation first.
Extenuating Circumstances
In cases of serious unexpected events — such as natural disasters, government-imposed travel restrictions, serious illness, or bereavement — guests may be eligible for a full refund regardless of the host's policy. Documentation may be required. Contact support@staywithflow.com within 24 hours of the event.
Host Cancellations
If a host cancels a confirmed booking, the guest receives a full refund including all service fees. Hosts who cancel confirmed reservations without a valid reason may have their listing ranking reduced, face account restrictions, or be charged a cancellation fee.
How to Cancel
Cancellations must be submitted from your My Trips screen. Where a payment has been made directly to the host, any refund is arranged with them; in-platform refunds will follow once card and wallet payments are live.
Questions
If you have questions about a specific cancellation or refund, contact our support team at support@staywithflow.com or through the Help Centre.