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OnsStay

FINDING YOUR STAY

+97148714587

Pay in 4 interest-free payments with Tamara · Shariah-compliant

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Refund Policy

Understand how refunds are processed, timelines for receiving funds, and the methods we use to return your money.

Refund Eligibility

Refund eligibility is determined by the cancellation policy tier selected by the host for each listing. Please refer to our Cancellation Policy for detailed information on each tier and the corresponding refund percentages.

In general, refunds may be issued in the following circumstances:

  • Guest cancellation within the eligible refund window
  • Host cancellation of a confirmed booking
  • Property not as described in the listing
  • Safety or habitability issues with the property
  • Extenuating circumstances (documented emergencies, travel restrictions)
  • Double charges or payment processing errors

Refund Processing Timeline

Step 1: Initiation

Refund request processed

Immediate

Upon cancellation confirmation

Step 2: Processing

OnsStay processes refund

1-3 Days

Business days

Step 3: Bank Transfer

Funds appear in your account

5-10 Days

Depending on your bank

Total estimated time: 5-10 business days from cancellation to funds in your account

Refund Methods

Credit/Debit Card Refunds

Refunds are automatically returned to the original card used for payment. Processing time depends on your card issuer.

Visa / Mastercard

5-7 business days

American Express

5-10 business days

UAE Debit Cards

3-5 business days

Bank Transfer Refunds

For payments made via bank transfer or when the original payment method is no longer available, refunds can be processed via bank transfer.

  • UAE bank accounts: 3-5 business days
  • International bank accounts: 7-14 business days
  • May require verification of bank account ownership

OnsStay Credit

In some cases, you may opt to receive your refund as OnsStay credit, which can be applied to future bookings.

  • Instant availability upon request
  • Valid for 12 months from issue date
  • Can be used for any property on OnsStay
  • Non-transferable and non-refundable

Service Fee Refunds

The OnsStay guest service fee (9-14% of booking subtotal) is handled as follows:

Scenario

Service Fee Refund

Cancellation within full refund window

Fully refunded

Partial refund (50% tier)

Not refunded

No refund window

Not refunded

Host cancellation

Fully refunded

Property issues / Not as described

Fully refunded

Extenuating circumstances

Case-by-case basis

Special Circumstances

Property Not as Described

If the property significantly differs from the listing description, contact support within 24 hours of check-in. After verification, you may be eligible for a full or partial refund.

Safety Issues

For safety or habitability concerns (no running water, broken locks, pest infestation), contact support immediately. We prioritize guest safety and will assist with rebooking or refunds.

Extenuating Circumstances

Documented emergencies, natural disasters, or government travel restrictions may qualify for policy exceptions. Documentation is required for review.

Payment Errors

Double charges or incorrect amounts are refunded in full once verified. Contact support with your booking reference and payment details.

How to Request a Refund

Standard Cancellation Refunds: Cancel your booking through your OnsStay account. Eligible refunds are processed automatically based on the property’s cancellation policy.

Issue-Based Refunds: Contact our support team within 24 hours of discovering the issue. Provide your booking reference, photos/evidence, and a description of the problem.

Dispute Resolution: If you disagree with a refund decision, you can request a review through our Resolution Center within 14 days.

Contact Support

For refund inquiries or assistance: