For bookings made through LiveLocal, all Kiwi Hosts are asked to adhere to a single cancellation policy, which is super easy to understand.

  • Your host has 3 days to accept your booking.  If your host declines or does not respond, no charge is made.

  • Free cancellation for 48 hours, minus Stripe processing fees, provided a booking is cancelled at least 14 days before check-in.

  • After that, guests can cancel up to 7 days before check-in and receive 50% refund, minus Stripe processing fees.

  • For absolute peace of mind, we highly recommend guests purchase travel insurance at the time of booking, to cover any unexpected events that may affect your travel.

Here is how the cancellation process looks in action: 

What if I cancel less than 7 days?

We get this question from time to time and it's a fair one to ask!

As a Kiwi hosting community, we take a fairly dim view of any host getting paid twice for the same calendar dates, profiting from someone elses last minute misfortune. As a general rule, if you cancel less than 7 days in advance of check-in day, hosts are prepared to be flexible and take their obligations under the Fair Trading Act seriously.

In practice this means that, when a host is able to rebook their property following a last minute cancellation, they will offer a refund to the original guest rather than be paid twice.

What if I asked for my payment to be released to my host early?

The above cancellation policy represents the minimum protections that consumers can expect from hosts advertising their property on the LiveLocal platform. This policy is applied to all payments that are securely held by Stripe until check-in day.

However, if a guest chooses to release their payment to a host earlier than check-in day by marking their booking as "completed" ahead of time, LiveLocal permanently loses the ability to facilitate a refund in accordance with the above cancellation policy.

But if you trust your host, and you want them to get paid up front, this is entirely your choice and our website offers the functionality for you to choose this option.

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