Last updated: 22 August 2026
This policy explains the general rules for cancellations and refunds for accommodation reserved through ToWando.
1. Booking-specific cancellation terms
Cancellation eligibility can vary by property, room type, rate, travel dates or special offer.
Where booking-specific cancellation conditions are displayed or communicated before confirmation, those conditions apply to that reservation and should be reviewed carefully before payment.
2. Refundable and non-refundable bookings
A booking described as refundable may qualify for a full or partial refund when cancelled within the applicable cancellation period.
A booking described as non-refundable will generally not qualify for a refund when the guest voluntarily cancels, except where otherwise required by law or expressly approved by ToWando or the accommodation provider.
3. Requesting cancellation
Cancellation requests should be submitted as soon as possible using the available ToWando booking-management or support channels.
Please provide the reservation code and sufficient information for us to identify the booking.
A cancellation is effective when it has been recorded or acknowledged by ToWando or the relevant property, not merely when a guest decides not to travel.
4. No-shows
A guest who does not arrive for a confirmed reservation and does not cancel within the applicable cancellation period may be treated as a no-show.
No-show bookings are generally not automatically refundable unless the applicable booking terms provide otherwise.
5. Early departure and unused nights
Choosing to leave a property before the confirmed check-out date does not automatically create a right to a refund for unused nights.
Any refund will depend on the applicable booking conditions, the circumstances and any agreement reached with the property.
6. Changes to booking dates
Requests to change arrival dates, departure dates, room type or property are subject to availability.
A change may cause the booking price or cancellation conditions to change. The revised booking only takes effect after confirmation.
7. When the property cannot honour the booking
If a confirmed property cannot provide the accommodation through no fault of the guest, ToWando will work with the property and guest to seek an appropriate solution.
Depending on the circumstances, this may include alternative accommodation, changed dates or a refund of amounts paid for accommodation that cannot be supplied.
8. Material problems with accommodation
Guests should report a significant problem as soon as reasonably possible while at the property so that the property or ToWando has a reasonable opportunity to investigate and correct it.
Refund requests made after the stay may require supporting information and will be assessed according to the booking conditions, the services actually provided and applicable law.
9. Approved refunds
Where a refund is approved, ToWando will normally return funds through an appropriate payment method or other agreed method.
We aim to initiate an approved refund within seven business days after all information required to process it has been confirmed.
The time for refunded funds to appear in your account or Mobile Money wallet may depend on your bank, telecommunications provider, card issuer or other payment service provider.
10. Payment-provider charges
Certain payment, foreign-exchange or third-party processing charges may be outside ToWando's control. Whether such charges are refundable depends on the provider and applicable law.
11. Duplicate or incorrect payments
If you believe you have been charged twice or paid an incorrect amount, contact ToWando promptly with the reservation code and transaction information.
We will verify the payment records before processing any adjustment or refund.
12. Fraud and abuse
ToWando may decline or delay a refund while reasonably investigating suspected fraud, chargeback abuse or conflicting payment information, subject to applicable law.
13. Consumer rights
Nothing in this policy is intended to remove or restrict consumer rights that cannot legally be excluded.
14. Contact
For cancellation or refund assistance, use the ToWando support details shown on the website and include your reservation code.