Cancellation & Refund Policy
Every listing shows its cancellation policy before you pay. This page sets out what happens in each situation, so nobody has to guess.
Last updated September 2026
Guest cancellations
The policy the host chose is shown on the listing and again at checkout. Refunds go back to the card or PayPal account used, usually within 5–10 business days.
- Flexible — Free cancellation up to 24 hours before check-in — full refund of the stay, fees and tax. After that, the first night is non-refundable.
- Moderate — Free cancellation up to 5 days before check-in — full refund of the stay, fees and tax. Within 5 days, 50% of the stay is refunded.
- Strict — Free cancellation within 48 hours of booking, if check-in is at least 14 days away. After that the stay is non-refundable.
The 7% MyCrashPad service fee and the 13% HST are refunded whenever the stay itself is fully refunded. On a partial refund, the fee and tax are refunded in the same proportion as the refunded nights.
Host cancellations
If a host cancels a confirmed stay, the guest gets a 100% refund of everything paid — stay, service fee and tax — no matter which policy the listing uses, and we will help the guest find another crashpad near the same airport. Hosts who cancel repeatedly, or cancel within 7 days of check-in without a genuine emergency, may have their calendar blocked, their listing paused, or their account removed.
No-shows
- Guest no-show — if the guest never arrives and never cancels, the booking is treated as a cancellation on the day of check-in under the listing's policy. Message your host through MyCrashPad if a delay or reroute is coming; hosts are asked to be reasonable with crew schedules.
- Host no-show — if the place is not there, not accessible, or is materially different from the listing, tell us within 12 hours of check-in with photos. Confirmed cases get a full refund.
Arriving and unable to get in
Message the host first through MyCrashPad, then use Support in your account or email mycrashpad@yahoo.com with the booking number. We contact the host directly. If you still cannot get in within 2 hours we cancel the booking, refund you in full, and help you find another place near the airport. Keep receipts for any replacement stay — we consider reasonable costs case by case.
Damage and claims
Guests pay for the stay in full at booking and we do not hold security deposits. If damage happens, the host reports it with photos and a repair or replacement estimate within 48 hours of check-out, before a new guest arrives. We share it with the guest, give them 72 hours to respond, and then decide a fair outcome. Normal wear, and anything already present at check-in, is not chargeable.
Disputes
- Raise it inside MyCrashPad first — messages give us the record.
- If you cannot agree, open a support case and we review the booking, messages, photos and payment history.
- We aim to decide within 5 business days and we tell both sides the outcome and why. Our decision on refunds and claims made through MyCrashPad is final.
- Filing a card chargeback instead of using this process may suspend your account while the bank reviews it.