Navigating cancellations and refunds can be complex, but Livjaza aims to make this process as straightforward as possible. Whether canceling a reservation or inquiring about refunds, this guide will provide you with all the necessary information to handle these situations smoothly.

Finding your refund amount before or after cancelling

Your refund amount largely depends on the cancellation policy associated with your reservation and the timing of your cancellation.

Here's how to find out:

Start to cancel

Begin the cancellation process for your stay. This will display the specific refund amount and cancellation policy for your reservation.

Review reservation details

You can also find the cancellation policy by going to "Trips" and selecting your trip or reviewing your reservation confirmation email.

Special considerations

Part-payment: If you’ve only paid part of your stay upfront, the refund will not exceed what you have already paid.
Refund timing: Refunds might arrive after some time even though they are processed as soon as you cancel.
Coupons: Non-refundable.
Service fees: Non-refundable if you cancel after the free refund period ends.

When you'll get your refund

If you're eligible for a refund, it will be processed immediately and sent using the payment method you used for the reservation. However, the time for the refund to reach you depends on your payment method, when you paid, and where you live.

Tracking your refund

Go to "Trips," select the reservation, and then select "Track Refund."
Alternatively, go to Profile > Account > Payments & Payouts on Livjaza.
Under "Payments," click "Manage Payments" and select the payment transaction to view the refund status.

Refund timelines

5-7 business days: Tamara or Tabby.
Up to 15 business days: Major credit cards (including prepaid), Apple Pay, Google Pay, Postepay.

Cancelling during your stay

If an issue arises during your stay, try contacting your host first. Here’s what you can do if you need to cancel:

Message your host: Discuss the issue with your host directly for a potential immediate resolution.
Start a request: If unresolved, start a cancellation request within 48 hours of noticing the issue. You can ask your host to fix the problem, request a partial refund, or cancel for a full refund.
Gather evidence: Document issues with photos or videos.
Submit a request: Describe the issue and provide evidence when requesting a refund or resolution from the host.
Livjaza intervention: If the host declines or doesn’t respond, Livjaza can mediate based on the Booking, Cancellation, Rebooking and Refund Policy.

Requesting a partial or full refund

To request a refund before or after your trip, use the Livjaza Help Center. Discuss any refund amounts with your host through the Livjaza message thread before submitting a request. If you and your host can’t agree, you can ask Livjaza for help. Issues must be reported within 72 hours of discovery to be eligible under the Booking, Cancellation, Rebooking and Refund Policy.

Expedite an authorization void or refund

The processing time for authorization voids or refunds depends on your payment method. Unfortunately, this is beyond Livjaza's control, and you might need to contact your bank for more information.

Refund conditions

Your refund is subject to the host’s cancellation policy.

Additional factors affecting your refund amount include:

Cleaning fees: Always refunded if canceled before check-in.
Service fees: Refunded if canceled during the free cancellation period.

Changing a reservation paid for with Tamara or Tabby

You can change or cancel reservations paid for with Tamara or Tabby. Refunds are issued from Livjaza to Tamara or Tabby and then from Tamara or Tabby to you.

Change requests: Submit a change request to your host. If approved, the cost difference will be adjusted.
Canceling a reservation: Depending on the cancellation policy, Tamara or Tabby will cancel your payment plan and issue a refund based on the balance of your payment plan.

Host cancellations and refunds

If a host cancels your booking within 30 days of check-in, Livjaza will issue a refund to Tamara or Tabby, who will then refund you based on the payment plan balance.

Checking refund status

Go to "Payments & Payouts" in your Livjaza account to check the refund status. For details on refunds from Tamara or Tabby, check your Tamara or Tabby account.

Tamara or Tabby fees and interest

Refunds include the reservation cost but not Tamara or Tabby’s fees or interest. For detailed information, visit the Tamara or Tabby website.

Late or declined payments with Tamara or Tabby

Late payments to Tamara or Tabby can incur fees, but this information is unknown to Livjaza. Tamara or Tabby cannot cancel or change reservations, and hosts have no info on Tamara or Tabby payment plans.

In case the site is temporarily unavailable, you can reach us through @livjazahelp. Please use this option for emergencies only.