Plans change. These cancellation rules exist so both sides — hosts and guests — are protected when a booking doesn’t work out. Here’s how it all works.
Whoever cancels a booking pays the other party a cancellation fee. The fee compensates for blocked calendar time and the inconvenience of a last-minute change. Payment processing fees are non-refundable regardless of who cancels or why.
Cancellation fees are based on how far out you cancel from check-in. The fee is a percentage of the total booking cost (nightly rate x total nights).
If a guest cancels, the fee goes to the host.
If a host cancels, the guest gets a full refund of everything they paid, plus the host pays the guest a cancellation fee on the same schedule above.
Swaps and house sits use flat fees instead of percentages. The person who cancels pays:
For swaps: When one side cancels, dates are released for both properties.
For house sits: If a sitter cancels, the host can file for documented last-minute pet care costs on top of the cancellation fee. If the pet needs emergency care that makes the sit impossible, both parties can cancel without penalty with proper documentation.
Changed your mind right after booking? You can cancel within 24 hours of booking for a full refund with no fee — as long as check-in is more than 7 days away.
If both the host and guest agree to cancel, no fee applies and neither account is flagged. Both parties confirm through the app. Mutual cancellations don’t count toward your cancellation history.
We don’t want anyone to feel locked in, but repeated cancellations affect other people’s plans. Here’s how we handle it:
First time: You’ll get a formal warning, the cancellation fee is charged, your account is flagged for review, and there’s a 7-day hold on new bookings.
Second time within 12 months: Your account is suspended pending a manual review. You’ll need to pay any outstanding fees before reinstatement.
After that: Consequences escalate and can include permanent removal from kommu.
Reviews are completed within 10 business days. kommu reserves the right to deny reinstatement.
Sometimes cancellations are genuinely out of your control. We get that.
What qualifies: Serious illness or injury (with medical documentation), death of an immediate family member, natural disaster affecting travel or the property, government-imposed travel restrictions.
What doesn’t qualify: Change of plans or schedule conflicts, personal preference or dissatisfaction with the listing, flight cancellations or non-binding travel advisories, work conflicts, relationship changes, inability to arrange childcare or pet care.
To request an exception: Email support@gokommu.com within 72 hours of the cancellation with your documentation and booking number. We’ll respond within 5 business days.
Plans shift — here’s how changes work once a booking is confirmed.
Extending your stay: Both parties agree, the extension is processed through the app at the same nightly rate, and the 90-night maximum still applies.
Shortening your stay: The host keeps the full booking amount. No refund for unused nights unless the host agrees. For house sits, a sitter who leaves early is responsible for documented pet care costs.
Changing dates: If both sides agree, no cost. If you can’t agree, the standard cancellation policy applies.
