Guests

    How to cancel a booking on tomove.

    To cancel a booking, message your host through tomove as early as possible. Your refund depends on the host's cancellation policy for that booking. On tomove your booking is a direct agreement between you and your host. The host sets the cancellation policy, receives your payment and issues any refund. tomove does not hold any funds, so tomove cannot cancel bookings or issue refunds on the host's behalf.

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    Before you cancel

    Check your policy.

    Your booking's cancellation policy is the one that was shown when you booked. You can find it in three places:

    • My Bookings — each booking card shows its cancellation policy and payment terms.
    • Rental Agreement — open it from the booking card. The cancellation terms are part of what you and the host signed.
    • The listing page — shows the host's current policy. If the host has changed it since you booked, the version in your rental agreement applies.
    Check the deadline carefully. Policies usually give a bigger refund the earlier you cancel, so a day can make a difference.
    Step by step

    How to cancel.

    1. Open the booking. Go to My Bookings and find the booking. Note its reference (it starts with TM-).
    2. Message your host. Click Message on the booking card and tell the host you want to cancel. Include the booking reference and your dates. Always use tomove messaging, so there is a dated record of when you cancelled.
    3. Ask for confirmation. Ask the host to confirm the cancellation and the refund amount in the same thread. The host then marks the booking as cancelled, and it shows as cancelled in My Bookings.
    4. Keep the record. Save or screenshot the host's confirmation until your refund has arrived.
    Your message in the tomove thread is your proof of when you cancelled. If the policy names a cut-off time, check whether it is in the property's local time zone.
    Refunds

    Who refunds you, and how.

    Your refund is whatever your booking's cancellation policy says, and it comes from the host, not from tomove. tomove never holds guest payments; they are paid directly to the host. tomove does not set, enforce or decide cancellation policies or refunds (tomove Terms of Service, Section 21).

    How you paidWho refunds youHow
    Card, through tomove's checkout (Stripe)The hostThe payment went straight into the host's own Stripe account, so the host refunds it from there to your original card. tomove has no access to that account.
    Host's own payment link or bank details (PayPal, bank transfer, etc.)The hostThe host refunds through the same method, or another one you both agree on in writing.
    • Deposits. If you have only paid a deposit, the host's policy decides whether you get it back. Unpaid balances are usually no longer due once a booking is cancelled, but confirm this with the host.
    • Agree it in writing. Ask the host to state the refund amount and method in the tomove thread.

    When the refund arrives

    Timing depends on when the host sends the refund and on your bank or payment provider. Card refunds commonly take several business days to appear after the host issues them. PayPal and bank transfers depend on the provider.

    If a refund you agreed has not arrived, message the host in the same tomove thread and ask when and how it was sent.

    Special cases

    Other situations.

    • You want different dates instead. Ask the host before cancelling. Many hosts will move a booking rather than lose it, and a date change avoids a cancellation charge if the host agrees. Get the new dates confirmed in the thread.
    • Emergencies and events beyond your control. If a government order, evacuation, natural disaster or similar event stops you from travelling, tell the host straight away. Many hosts consider these requests case by case.
    • The host cancels. Your host should refund what you paid, under the terms of your rental agreement. Hosts who cancel bookings repeatedly or at the last minute may face restrictions on tomove.
    • Boat charters. If a charter cannot safely go ahead because of severe weather, the host or skipper may cancel it. The host should try to offer another date, and any refund follows the listing's policy unless you agree otherwise in writing.
    • Travel insurance. tomove does not provide insurance. We strongly recommend trip-cancellation cover, bought when you book.
    Common questions

    Questions.

    Can tomove cancel my booking or refund me?

    No. Your booking is an agreement between you and the host, and your payment goes to the host, not to tomove. Only the host can cancel and refund. tomove is not a party to your booking, so it has no legal power to make a host cancel, change or refund a booking.

    The host isn't replying. What should I do?

    Send your cancellation in the tomove thread anyway, so the date is on record. If there is still no reply after 48 hours, contact tomove Support. We can't issue refunds or make the host cancel, change or refund your booking, but we can remind the host of their obligations and review their account.

    Do I get back the full amount I paid?

    Only if the host's policy gives a full refund at the time you cancel. Partial refunds and non-refundable bookings are common, so read the host's policy before you book.

    Is cancelling within 24 hours of booking always free?

    Not automatically on tomove. It depends on your host's policy.

    Need help?

    For anything about your refund, talk to your host first through tomove messaging. If you need help using tomove, or want to report a host who is not following their own policy, contact tomove Support with your booking reference (TM-…).

    This guide is a summary. The tomove Terms of Service, your host's cancellation policy and your rental agreement are what apply to your booking.

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