Refund Policies

Your refund policy tells guests what to expect if they need to cancel or request a refund. Setting one clearly - and making sure guests see it before they pay - is one of the simplest ways to reduce disputes down the line.

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Setting your refund policy

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Account level

Default refund policy

Set once in your account settings and automatically applied across all payments. Guests see this policy before completing their booking.

1. Go to Settings → Account in your TurnStay Dashboard

2. Find the Refund Policy section and enter your cancellation and refund terms

3. Save - your policy is now active and will be shown to guests going forward

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Why a clear policy matters

Your refund policy is the terms a guest agrees to at the time of booking. If a dispute ever arises, it’s your first line of defence.

Situation	How your policy helps
Guest requests a refund outside your terms	Your policy gives you a documented reference point to decline or negotiate
Guest raises a chargeback	Card networks expect to see evidence of the policy the guest agreed to - a clear policy strengthens your case significantly
Guest claims they didn’t know the terms	A policy presented at booking and recorded against the payment removes that ambiguity

Tip

Vague policies are harder to defend. Terms like “no refunds after check-in” are far more useful than “refunds at our discretion.” The more specific your policy, the stronger your position if a dispute is ever raised.

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Viewing the policy on a booking

Every payment in your Dashboard records the refund policy that was in place at the time of booking. To view it:

1. Go to Payments and open any payment detail
2. The policy shown is what the guest agreed to - this is what TurnStay references if a dispute arises

Note

If you update your refund policy, it only applies to new bookings going forward. Existing payments retain the policy that was active when the booking was made.