Cancellation and Refunds Policy

At Bokora, we want every stay to be exceptional. This policy sets out the circumstances in which Guests may be entitled to a refund and the process for requesting one. Each property on Bokora has its own cancellation policy set by the Host, which is displayed on the Listing before you book.

1.1 This policy explains when Guests are entitled to a refund and how to request one. It is provided by Bokora Ltd, a company registered in England and Wales with company number 17072794 and registered office at 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE (Bokora, we or us).

1.2 This policy is a plain-English summary of the cancellation and refund provisions of our Platform Terms and Conditions, available on the platform, and capitalised terms have the meanings given in them. If there is any inconsistency between this policy and the Platform Terms and Conditions, the Platform Terms and Conditions prevail.

2.1 Each Listing has one of three standard cancellation policies, chosen by the Host and displayed on the Listing before you book. Please review it carefully before completing your Booking: it determines the refund you will receive if you cancel.

3.1 If a Host cancels a confirmed Booking, you will receive a full refund of all amounts paid, including Bokora service fees, processed within 5 to 10 business days to your original payment method, and our team will assist you in finding alternative accommodation where possible.

4.1 The Bokora guest service fee (5%) is non-refundable unless: the Host cancels the Booking; the Accommodation is materially not as described and you qualify under section 6; or extenuating circumstances under section 5 apply and are approved by our team.

5.1 In exceptional circumstances (such as serious illness, bereavement, natural disasters or government travel restrictions), we may offer refunds outside the standard cancellation policy on a case-by-case basis. To request an extenuating circumstances refund, contact us at hello@bokora.co.uk with supporting documentation as soon as possible.

6.1 If you arrive and the Accommodation is materially different from the Listing (for example, the wrong number of rooms, major safety issues or missing advertised amenities), you may be eligible for a full or partial refund, or assistance with alternative accommodation.

6.2 To qualify, you must: report the issue to us at hello@bokora.co.uk within 24 hours of check-in; provide photographic evidence of the discrepancy; and not have caused the issue yourself. We will investigate promptly and may offer a partial or full refund, assist with alternative accommodation, or take action against the Host's account.

7.1 To cancel a Booking: log in to your Bokora account; go to "My Bookings" and select the relevant Booking; and click "Cancel Booking" and follow the prompts — your eligible refund will be calculated automatically. For disputes or extenuating circumstances, email hello@bokora.co.uk.

7.2 Refunds are returned to your original payment method and typically take 5 to 10 business days depending on your bank.

8.1 Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 where the Accommodation is not supplied with reasonable care and skill or is not as described. Because accommodation is booked for specific dates, the 14-day 'cooling-off' right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to your Booking; your right to cancel and any refund are instead governed by the cancellation policy shown on the Listing and by this policy. If you are a consumer outside the United Kingdom, you also benefit from any mandatory provisions of the consumer protection law of your country of residence.

9.1 We may update this policy from time to time in accordance with the Platform Terms and Conditions. Changes will not apply to any Booking confirmed before the change takes effect, except where required by law.

10.1 For any questions about cancellations or refunds, contact our support team at hello@bokora.co.uk.