How do refunds work across group payments?

Refunds on Buenro are designed to be fair and transparent for all members of a group booking. Because bookings are made as a group, refunds depend on the status of the group, the booking confirmation, and the Property Manager’s policies.

1. Before Booking Confirmation

If your group is still forming and the booking hasn’t been confirmed:

You can leave the group at any time
Your payment authorisation is cancelled
The amount on hold is released (typically within 1–3 business days)
If the group doesn’t complete within 7 days, all pending authorisations are automatically cancelled
No funds are captured until the booking is confirmed

2. After Booking Confirmation

Once the group is full and the booking is confirmed, all payment authorisations are captured.

Refunds follow the Property Manager’s cancellation policy, as shown on the property page
Buenro fees are generally non-refundable, unless stated otherwise or if the Property Manager cancels
You can see the cancellation policy and refund amount by navigating to: Booking Dashboard > Reservation > Cancel Reservation > Learn more

Examples of property cancellation policies:

100% refund if cancelled X days in advance
50% refund for partial cancellations
No refund after a specified date

3. What If One Person Cancels?

Once the group is confirmed:

Refunds are not guaranteed — they depend on the property's policy and timing of the cancellation
The booking continues with fewer guests unless someone new joins to fill the spot
Costs are not redistributed; the remaining guests won’t be charged more, and Buenro does not cover empty spots
Guests must cancel via the app to release their place
Curator reassignment or inviting a replacement is not yet available (Feature Coming Soon)

You can see the cancellation policy and refund amount by navigating to: Booking Dashboard > Reservation > Cancel Reservation > Learn more

4. Group Cancellation

If the entire group cancels the booking:

Refunds are issued based on the property’s cancellation policy
Each member receives their eligible portion
Any credits used may be reinstated, depending on the timing and terms

If the Property Manager cancels the booking:

All guests are fully refunded — including Buenro fees in most cases
You’ll receive an in-app and email notification with full refund details

5. Credits and Promotions

If your payment included Buenro credits or promo codes, here’s what happens when a booking is cancelled:

Credits may be reinstated if the cancellation meets refund conditions and the credits have not expired
Expired credits are not reissued or extended — check the expiry date in your Credits & Referrals section
Promotional codes or discounts do not automatically apply to new bookings unless the promotion explicitly allows re-use or rebooking

💡 Tip: Credits and promo discounts are tied to specific bookings and conditions — if you're unsure what applies, contact Support for a case review.