Unlike traditional booking platforms, Buenro holds payments until a group is complete, and processes refunds based on group status and the policies in place.
1. When Am I Charged?
When you join or curate a group:
Your payment method is authorised, not charged. A hold is placed to confirm funds are available.
This payment is only captured (charged) once the group is full and the booking is confirmed.
If the group does not reach full capacity within 7 days, the booking is cancelled automatically and any holds are released.
2. Who Pays What?
Each Guest pays a share of the total cost, which includes:
Room rate (set by the Property Manager)
Buenro platform fee (clearly shown at checkout)
Applicable taxes
Inviters pay for themselves and their +1 if they bring someone. The Curator is responsible for ensuring all shares are paid, though Buenro handles the processing securely.
3. Payment Methods
Buenro accepts:
Major credit and debit cards (Visa, Mastercard, Amex)
Other regionally supported methods via Stripe (Feature Coming Soon in some regions)
All payments are processed in Euros (EUR). Your bank may apply currency conversion or international transaction fees.
4. What Happens If Someone Doesn’t Pay or the Group Is Cancelled?
If any member fails to complete payment:
The booking remains in Pending status
The group cannot be confirmed until all shares are secured
The group may be cancelled after 7 days if the minimum number of guests isn’t reached
The Curator can remove or replace inactive users during this time
Another member can offer to cover the unpaid share, but this does not transfer the Curator role or responsibility
Coverage must be completed before the group deadline to avoid cancellation
💡 Covering a share helps confirm the group faster, but the original Curator is still responsible until confirmation or cancellation.
If the Group Is Still Pending:
If the group isn’t completed in time or is cancelled by the Curator:
→ All payment holds are released (no charges are made)
If the Booking Is Confirmed:
Refunds follow the cancellation policy set by the Property Manager
Platform fees may be non-refundable, depending on the timing
If a guest cancels but the group remains full, a refund is not guaranteed unless explicitly allowed by the property’s terms
You can view the cancellation policy and refund amount in your Booking Dashboard by going to: Reservation > Cancellation > Learn more / Cancel
If the Curator Cancels:
The entire group is disbanded
Refunds depend on the booking status:
Pending: Holds are released, no charges
Confirmed: Refunds depend on property policy
Buenro credits may be reinstated if eligible
Expired or promo credits are not guaranteed to be restored
To cancel a booking:
Open your Booking Dashboard, tap “Reservation”, tap “Cancel Reservation”, and confirm your decision.
Refund Timelines:
All refunds are processed through Stripe
Timing varies by payment method and bank — usually 3–10 business days
6. Payment Issues and Chargebacks
If a transaction fails:
You’ll be prompted to update your payment method
The system will retry the failed payment within a limited timeframe
For disputes or chargebacks:
Contact Buenro Support with your booking reference before contacting your bank
Coordinating with Stripe and your bank may be required
Buenro cannot guarantee resolution if a chargeback is initiated without prior contact with Support
Key Tips
Double-check your card details and expiration before joining or curating a group
Set calendar reminders for group deadlines to avoid cancellations
If you don’t recognise a charge, contact Support first before disputing it through your bank
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Still have a question? Use the Help tab in-app to chat with a support agent.