When a guest cancels, Koobo applies the cancellation policy that was on your listing at the time they booked. You do not need to calculate or approve anything.
Before the deadline
The guest receives the refund your policy specifies, usually the full amount. Your payout for that booking does not proceed, and no commission is charged, because there is no completed booking.
After the deadline
The booking is non-refundable. You keep the payout and it is released on the normal schedule, as though the booking had gone ahead. This is the protection the deadline exists to give you: guests who cancel late may have cost you a booking you could have taken from someone else.
No-shows
If a guest never arrives and never cancels, it is treated as a cancellation after the deadline. You keep the payout.
The exception: force majeure
Occasionally Koobo will approve a refund outside your policy, where something genuinely beyond the guest's control prevented the booking. A super typhoon closing the airport qualifies. A change of mind, a scheduling clash or a mild illness does not.
These are reviewed case by case and the guest has to provide evidence. Where a force majeure refund is approved, you are not charged commission on that booking.
Your calendar
A cancelled booking frees the dates back up automatically, so the listing becomes bookable again without you doing anything.
If you want to be more generous
You are always free to offer a guest a refund beyond what your policy requires. Message them through Koobo and contact [email protected], and we will process it.