1. Booking cancellations

A booking only becomes a paid reservation once the property owner confirms it and payment is completed. Until then, either you or the owner can cancel with no charge.

• Before the owner confirms: you can cancel your request freely, no charge.
• After confirmation, before payment: you can still cancel with no charge — nothing has been paid yet.
• After payment: the booking is locked in. Cancelling a paid booking is handled directly between you and the property owner, since PropStack facilitates payment but is not a party to the stay agreement itself.

2. Refunds for paid bookings

If you need a refund after payment, contact the property owner directly through your booking's chat thread first. If you can't reach a resolution, contact our support team with your booking reference and we'll help mediate.

3. Subscription plans

Subscription plan payments (for posting more listings, featured placement, etc.) are billed for the plan's full duration up front. Downgrading or cancelling a plan takes effect at the end of the current billing period — we don't provide partial refunds for unused days, except where required by law.

4. Payment failures

If a payment is deducted but not reflected on the Platform (for example, due to a network issue during checkout), it is automatically reconciled once our payment gateway confirms the transaction. If it isn't reflected within a reasonable time, contact us with your payment reference.

5. How refunds are processed

Approved refunds are issued to the original payment method used for the transaction, and can take several business days to appear depending on your bank or payment provider.

6. Contact

Questions about a specific booking or payment? Contact us or email support@propstack.example.