Help Center

Cancellations

How do I cancel and recieve a refund?

If you wish to cancel a booking which has already been confirmed, you need to send an email to [email protected], explaining the reasons behind your cancellation.

If you cancel your booking once it has been confirmed you need to bear in mind that the cancellation policies will apply. There are three types of cancellation policies for Tenants which the Landlord can select, at his or her own discretion. The Cancellation policy selected will be shown in the listing. If the listing does not show any cancellation policy, the Standard one applies (See article “What are the cancellation policies?”).

You can find more information about our policies visiting our terms and conditions: www.fiction.com/terms-and-conditions

How long does it take to receive my payment after a cancellation?

The time it takes to have your money back after a cancellation will depend on several factors, such as the payment method, the country, and your bank. If you paid via bank transfer, we will confirm with you your bank account details and will process the refund immediately. You should receive it between 2 and 7 business days.

If you used PayPal, the time it takes will depend on PayPal. Normally it is between 3 and 7 business days. If you have questions about a payment, you should directly contact your regional office of PayPal. If you used a bank account associated with PayPal, the time to unblock the amount will depend on your local bank.

In the case of payments via credit or debit card, it will depend on your credit card entity, but it can be between 3 and 7 business days approximately.

Can I get a refund of my payment (Booking fee + First month’s rent)?

Whether you are entitled to a refund or not will depend on your particular situation and the cancellation policies applied to it.

In order to initiate the cancellation or complaint, you need to contact our Complaints Department by sending an email to [email protected]. They will examine your case and the circumstances around it.

You can also check the cancellation policies and the different scenarios where you would be entitled to a refund by checking our terms and conditions (www.fiction.com/terms-and-conditions).

Can I cancel the booking?

If the landlord has not confirmed your booking request yet, you can request a cancellation of your booking request, at no cost. If the landlord has already confirmed your booking request, the cancellation policies will apply.

The Cancellation policy selected will be shown in the listing. If the listing does not show any cancellation policy, the Standard one applies.

What are the cancellation policies?

There are three types of cancellation policies for Tenants which the Landlord can select, at his/her own discretion. The Cancellation policy selected will be shown in the listing. If the listing does not show any cancellation policy, a Standard cancellation policy will apply.

FLEXIBLE:

If the Tenant cancels the booking: fewer than 3 days prior the check-in date, FICTION will not refund the amount already captured after the booking confirmation. Thus, the Tenant will lose the first month’s rent and the Booking fee. between 3 days and 30 days before the check-in date, FICTION will refund 50% of the first month’s rent to the Tenant. more than 30 days before the check-in date, FICTION will refund the 100% of the first month’s rent to the tenant.

STANDARD:

If the Tenant cancels the booking: fewer than 30 days prior the check-in date, FICTION will not refund the amount already captured after the booking confirmation. Thus, the Tenant will lose the first month’s rent and the Booking fee. between 30 days and 60 days before the check-in date, FICTION will refund 50% of the first month’s rent to the Tenant. more than 60 days before the check-in date, FICTION will refund the 100% of the first month’s rent to the tenant.

STRICT:

In any case, whenever the Tenant cancels the Booking, FICTION will not refund any amount received by the Tenant. The Landlord is the one who chooses which cancellation policy to apply to their properties beforehand. If the Landlord does not select any of the 3 cancellation policies, or if there is no cancellation policy in the listing, the Standard policy applies by default. For more information, please refer to our Terms and Conditions.