Cancellations and refunds
Cancellation policy
Voyino lets you choose a booking according to how much change you can tolerate. Each host sets their own policy among three options. The applicable policy is shown on the listing page before you book, never in small print at checkout.
The three available policies
Flexible policy
Free cancellation up to 24 hours before arrival.
You are refunded in full — nights and Voyino traveler fee — if you cancel more than 24 hours before the scheduled check-in time.
Within 24 hours of arrival, cancelling means paying for the first night. The remaining nights are refunded in full.
This policy suits you if your plans may change up to the last minute.
Moderate policy
Free cancellation up to 7 days before arrival.
You are refunded in full — nights and Voyino traveler fee — if you cancel more than 7 days before the scheduled check-in time.
Between 7 days and 24 hours before arrival: 50% of the nightly amount is refunded.
Less than 24 hours before arrival: no night is refunded. The Voyino traveler fee is refunded in every case.
A fair balance between flexibility for the traveler and visibility for the host.
Strict policy
50% refunded up to 14 days before arrival. No refund after that.
More than 14 days before arrival: 50% of the nights refunded, Voyino traveler fee refunded in full.
Less than 14 days before arrival: no refund on the nights. The Voyino traveler fee is still refunded.
This policy suits high-season stays or properties in strong demand.
How to cancel
- Log in to your Voyino account
- Go to My bookings
- Select the booking concerned
- Click Cancel booking
- Confirm your choice
The refundable amount under the applicable policy is shown before you confirm. No surprises.
Refund timelines
Once the cancellation is confirmed, the refund is processed within these timelines:
| Payment method | Timeline |
|---|---|
| Mobile Money (Flooz, T-Money, MTN, Moov) | 24 to 72 working hours |
| Bank card | 5 to 7 working days |
| Bank transfer | 7 to 10 working days |
You receive a confirmation email as soon as it is processed. If the timeline passes with nothing received, write to support@voyino.com with your booking number.
Cancellation by the host
If your host cannot host you and has to cancel your booking, you are refunded in full within 48 hours, Voyino traveler fee included.
Our team also offers you an equivalent alternative stay nearby, if you want one. If that replacement is more expensive, Voyino covers the difference up to 20% of the original amount.
Host cancellation stays rare because our upfront host verification limits these situations. If it happens, treat it as our failure as much as theirs: we are here to make it right.
Force majeure
If an external event reasonably prevents the stay from happening — natural disaster, armed conflict, border closure, official health restrictions:
- Full refund of the nights and the Voyino traveler fee
- No cancellation fee, whatever policy the host originally chose
- Official proof of the event may be requested (government statement, official order, embassy notice)
This force majeure policy is not automatic for personal events such as illness, bereavement or a work problem.
Special cases
Long stays
For stays longer than 28 nights, the host can negotiate custom terms directly with you. The standard policy applies by default if nothing else is agreed.
Group bookings
For group bookings — more than 5 travelers or several rooms at once — specific terms can be negotiated with the host. Contact support@voyino.com for support.
Changing a booking
Rather than cancelling, you can try to change your booking (dates, number of travelers). Any change request is subject to the host agreeing.
Raising a dispute
If you believe the cancellation policy was applied inaccurately or unfairly — for instance if the listing contained misleading information — you can open a dispute.
You have 14 days from the scheduled arrival date, whether it happened or not, to open a dispute. We handle every dispute within 48 hours.
Understanding our traveler fee when you cancel
The 12% Voyino traveler fee is always refunded when you cancel, whatever policy the host applies.
Our reasoning: that fee covers the service delivered (intermediation, secure payment, support). If the stay does not happen, the service was not delivered.
Hesitating about a stay because of its cancellation policy? Write to support@voyino.com before booking.