Every listing has one of four cancellation policies — Flexible, Moderate, Strict or Non-refundable — chosen by the landlord; if the landlord makes no choice, Moderate applies. The policy decides how much of your first rental payment is refunded if you cancel, based on how many days before the contract start date you cancel. The Uniplaces service fee is never refunded when you cancel.
The four cancellation policies
| Policy | 100% of the first rental payment refunded | 50% refunded | No refund |
|---|---|---|---|
| Flexible | Cancel more than 30 days before the contract start date | Cancel between 15 and 30 days before the contract start date | Cancel fewer than 15 days before the contract start date |
| Moderate (default) | Cancel more than 60 days before the contract start date | Cancel between 30 and 60 days before the contract start date | Cancel fewer than 30 days before the contract start date |
| Strict | Cancel more than 90 days before the contract start date | Cancel between 30 and 90 days before the contract start date | Cancel fewer than 30 days before the contract start date |
| Non-refundable | — | — | No refund, whenever you cancel |
The service fee is not refunded if you cancel, under any policy and at any time. Only the first rental payment is subject to the refund windows above.
Once you have signed the tenancy agreement or moved in, the booking can no longer be cancelled under these policies. From that point, leaving is governed by the termination terms of your tenancy agreement with the landlord. See Can I Move Out Before My Contract End Date?.
Which payments are affected
Your first rental payment, the service fee and, where the listing has one, the holding deposit are paid through the Uniplaces checkout when the landlord accepts your request. If you cancel, the first rental payment is refunded according to the policy above; the part not refunded goes to the landlord, minus Uniplaces commission. The service fee is kept by Uniplaces.
Payments made directly to the landlord — the security deposit, an admin fee or rent in advance — are outside the Uniplaces cancellation policy. Whether any of them is returned depends on your agreement with the landlord.
How to check which policy applies to your booking
The cancellation policy is shown on every listing page, in the Contract section, before you book. Once your booking is confirmed, you can also find it in your booking details in your Uniplaces account.
Always check the policy before sending a booking request — particularly for Strict and Non-refundable listings, where your refund options are limited or unavailable.
Instant Booking listings
The same policies apply. With Instant Booking your request is accepted automatically and your card is charged as soon as the payment goes through, but the refund windows are still measured from the contract start date, not from the moment you book.
Your 14-day cooling-off right
As a consumer, you have a legal right to cancel your agreement with Uniplaces — the agreement to use the Uniplaces service, not a booking — within 14 days of first accepting the Terms of Service. You lose that right as soon as a landlord accepts your booking request, at which point the service fee becomes payable. Losing the cooling-off right does not stop you cancelling a booking under the listing’s cancellation policy above.
If the landlord cancels your confirmed booking
You are refunded in full: the first rental payment, the service fee and, where the listing had one, the holding deposit. The Uniplaces support team helps you find alternative accommodation. A landlord who cancels a confirmed booking may face restrictions on their account.
If the accommodation is not as advertised
Finding, on arrival, that the listing was invalid, the accommodation is inaccessible or it is materially different from what was advertised is not a cancellation under the policy above — it is a complaint. You must submit a written claim within 24 hours after your move-in date, with evidence and proof of ID, via the Help Center contact form or customercare@uniplaces.com. Uniplaces reviews the claim and decides the outcome at its discretion; minor differences in location or surroundings are not covered. See What Is the Uniplaces 24-Hour Safety Period?.
When to contact Uniplaces support
- You want to cancel a confirmed booking
- The landlord has cancelled your confirmed booking
- The accommodation is not as advertised and you are within 24 hours of your move-in date
- Your refund has not arrived after the expected processing time
Frequently asked questions
Can I negotiate the cancellation policy with the landlord?
Cancellation policies are set per listing by the landlord and are part of the terms you agree to when sending a booking request. If a policy doesn’t suit you, look for a listing with a more flexible one.
What if the landlord cancels my confirmed booking?
If your landlord cancels a confirmed booking, you receive a full refund of the first rental payment, service fee and holding deposit, and the Uniplaces support team helps you find alternative accommodation. The landlord’s account may be restricted as a result.
Does the cancellation policy apply to Instant Booking listings?
Yes. The listing’s policy applies to all bookings, and the refund windows always run from the contract start date. Instant Booking changes when your request is accepted and charged, not how the cancellation windows are measured.
Can a Non-refundable listing be cancelled at all?
You can cancel, but you will not get the first rental payment back, no matter how far in advance you cancel, and the service fee is not refunded either.
Is the service fee ever refunded?
Not when you cancel. It is refunded only if the landlord cancels your confirmed booking.
What if I have already signed the tenancy agreement or moved in?
The Uniplaces cancellation policy no longer applies. Leaving is governed by the termination terms of your tenancy agreement with the landlord.
When does my refund arrive after cancellation?
Refunds go back to your original payment method. Card refunds typically take 5–10 business days to appear on your statement. Klarna refunds are processed through Klarna and your payment plan is updated accordingly.