Understanding payments and refunds on Buenro helps ensure a smooth booking. Unlike traditional platforms, Buenro holds payments until all rooms are claimed, with refunds based on group status and set policies.
1. When Am I Charged?
When you join or curate a group:
Your payment method is authorised (a temporary hold), not charged. This confirms that funds are available, but no money is taken yet.
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 Host/Property Manager)
Buenro platform fee (clearly shown at checkout)
Applicable taxes
Guests who invite others (+1s) are responsible for their +1’s payment.
The Curator ensures all shares are covered, but Buenro handles payment processing and allocation.
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?
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 automatically after 7 days if it doesn’t reach full capacity
The Curator can remove inactive users or replace them before confirmation
5. How Do Refunds Work?
For Pending Groups:
If the group is not completed in time or is cancelled by the Curator, all payment holds are released (no charge is made)
For Confirmed Bookings:
Refunds follow the cancellation policy set by the Property Manager
Platform fees may be non-refundable, depending on timing
If a Guest cancels but the group remains full, a refund is not guaranteed unless allowed by the property’s terms
You can see the cancellation policy and refund amount by navigating to: Booking Dashboard > Reservation > Cancel Reservation > Learn more
If the Curator Cancels:
The group is disbanded
Refunds depend on whether the booking was still pending or already confirmed
Buenro credits used in the transaction may be reinstated if the refund qualifies
Expired or promotional credits are not guaranteed to be restored
Refund Timelines:
Refunds are processed via Stripe
Timing depends on your 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.