Refund and Cancellation Policy
Last updated 1 November 2026
This page explains what happens to your money when you cancel a booking on ourBnb, or when a host or ourBnb cancels it.
- Short stays (by the hour): full refund up to 24 hours before check-in, half from 24 hours to 6 hours before, nothing after that.
- Long stays (by the day): full refund up to 7 days before check-in, half from 7 days to 24 hours before, nothing after that.
- If a host or ourBnb cancels, you always get a full refund.
- You can move a paid stay to new dates once, up to 24 hours before check-in, at no charge.
- Refunds go back to the way you paid, in 5 to 7 working days.
01If you cancel
You can cancel a confirmed booking from “My trips”, any time before check-in. Before you confirm, we show you exactly how much you will get back. The refund is a share of the total you paid, based on how long before check-in you cancel:
- Short stay (3, 6 or 12 hours): 100% if you cancel 24 hours or more before the start time; 50% if you cancel less than 24 hours but at least 6 hours before; 0% if you cancel less than 6 hours before.
- Long stay (by the day): 100% if you cancel 7 days (168 hours) or more before check-in; 50% if you cancel less than 7 days but at least 24 hours before; 0% if you cancel less than 24 hours before.
The time of cancellation is the time you press cancel, in Indian Standard Time. Once a stay has started, it cannot be cancelled for a refund.
If a coupon was used, the refund is based on what you actually paid after the discount.
02If the host or ourBnb cancels
If a host cancels a confirmed booking, or we cancel it (for example because of a safety issue or because a listing was not as described), you get a full refund, whatever the time left. We will email you straight away and may help you find another place.
If you pay after your hold has ended and the place has meanwhile been booked by someone else, your payment is refunded in full automatically.
03If something is not as described
If the place is clearly not as listed (for example, it is unusable, unsafe, or not the place you booked), write to info@ourbnb.in within 12 hours of check-in, with photos if you can. We will look into it and, where the complaint is right, may refund part or all of your payment or move you to another place. We will reply within 48 hours.
04Changing your dates
Instead of cancelling, you can move a paid stay to a new start once, from “My trips”, up to 24 hours before check-in. The stay keeps the same length, the same guests and the same price, so there is nothing more to pay and nothing is refunded. The new time must be free. If you need anything else, cancel under the rules above or write to us.
05How refunds are paid
Refunds are sent through Razorpay to the card, UPI or bank account you paid with. They usually reach you in 5 to 7 working days, depending on your bank. If a refund does not arrive, write to info@ourbnb.in with your booking reference.
Failed payments: if money left your account but you did not get a confirmation, it is returned automatically by your bank or Razorpay, normally within 5 to 7 working days. Write to us if it is not.
06What hosts receive when a guest cancels
When a guest cancels, the host keeps their share of any part of the payment that is not refunded (after our commission). For example, if the guest gets 50% back, the host receives 50% of what the booking would have paid them.
07Changes to this policy
We may update this policy. A change applies only to bookings made after the date shown above.
08Contact us
Questions about a refund? Reach us here:
- Business name: ourBnb
- Address: Delhi, India
- Email: info@ourbnb.in
- Phone: +91 74286 37288 (any time except 3 am to 9 am IST)