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.
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@flowapp.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 through the app via your Bookings screen. Refunds are processed within 5–10 business days depending on your payment method.
Questions
If you have questions about a specific cancellation or refund, contact our support team at support@flowapp.com or through the in-app Help Center.