Standard Refund Policy
14+ days
Full refund
More than 14 days before check-in
7β14 days
50% refund
Between 7 and 14 days before check-in
< 7 days
No refund
Less than 7 days before check-in
How to Cancel
- Contact us at: [email protected].
- Provide your booking number and reason for cancellation.
- Refunds are processed within 7 business days via the original payment method.
Force Majeure
In force majeure events (natural disasters, pandemic), Joy Nativo will assess each case individually and may offer rebooking or a full refund.
Host Cancellations
- If a host cancels a confirmed booking, the traveler receives a full refund.
- Hosts who repeatedly cancel may be removed from the platform.
Platform Fee
The Joy Nativo platform fee of 15% is non-refundable on cancellation, except in cases of force majeure or cancellation by the host.
No-show and Early Departure
- No-show. If the traveler does not arrive and did not cancel in advance, there is no refund and the host receives 50% of the booking amount.
- Early departure. Unused nights are not refunded: the host is paid for the whole booked period.
- Accommodation does not match the description. Tell us in writing within 24 hours of check-in β we will look into it and may refund the unused nights. Claims made later are not grounds for a refund.
One Policy for Everyone
This cancellation policy applies equally to every listing on the platform. Hosts do not set their own cancellation terms.