Booking & Payment Policy

Last updated: 14 April 2026  ·  Effective immediately

1 Making a Booking

To make a booking on Wenjoy.ae, guests must:

• Select a property and choose check-in and check-out dates.
• Provide accurate guest information including name, email address, and phone number.
• Review the property details, cancellation policy, and total price before proceeding.
• Complete the payment process via our secure checkout.

Submitting a booking request does not guarantee a confirmed reservation. A booking is only confirmed once the payment is captured and a confirmation email is sent to the guest.

2 Payment Authorization (Hold)

When a guest completes checkout, the total booking amount is authorised (placed on hold) on the guest's payment method. This is not an immediate charge — it is a temporary hold to secure the funds while the booking is being processed.

During the authorization period:

• The funds are ring-fenced by your bank or card provider.
• No money is transferred to Wenjoy or the vendor at this stage.
• The hold may appear as a pending transaction on your bank statement.

3 Payment Capture (Confirmation)

Once the property availability is verified and the booking is approved, the authorised amount is captured (charged). This is the point at which the transaction is finalised and funds are collected.

Upon successful capture:

• A booking confirmation email is sent to the guest with full property details, exact location, check-in instructions, and booking reference.
• The booking status changes to Confirmed.
• The vendor is notified to prepare the property.

If a booking cannot be confirmed (e.g., the property is unavailable), the authorisation hold is released and no charge is applied.

4 Booking Confirmation

A booking is only considered officially confirmed upon receipt of the booking confirmation email from Wenjoy. Guests should not treat a payment hold or a booking request submission as a confirmed reservation.

The confirmation email will include:

• Booking reference number.
• Property name, type, and exact address including Google Maps link.
• Check-in and check-out dates and times.
• Number of guests.
• Total amount charged.
• Vendor contact information where applicable.

5 Pricing & Currency

All prices on Wenjoy.ae are displayed in UAE Dirhams (AED). The total price shown at checkout includes the nightly rate multiplied by the number of nights, plus any applicable fees disclosed by the vendor in the listing.

Wenjoy reserves the right to correct any pricing errors on the platform. If a booking has been made at an incorrect price due to a system or display error, Wenjoy will contact the guest to either confirm the correct price or offer a full refund.

6 Accepted Payment Methods

Wenjoy accepts payments through our secure online payment gateway. Accepted payment methods are displayed at the time of checkout and may include major credit and debit cards. All online transactions are encrypted and processed securely.

Cash payments are not accepted for online bookings made through the platform. Security deposits, however, are collected separately in cash directly by the vendor at the property upon check-in.

7 Security Deposit

Some properties require a security deposit, as set by the vendor at the time of listing. The security deposit is not collected online — it is paid in cash directly to the vendor at check-in at the property. For full details on how security deposits work, please refer to our Security Deposit Policy.

8 Guest Booking Without an Account

Wenjoy allows guests to make bookings without creating an account. In such cases, booking confirmation and all correspondence will be sent to the email address provided at the time of booking. Guests booking without an account should keep their confirmation email safely as proof of their reservation.

9 Modifications to Bookings

Once a booking is confirmed, modifications (such as changing dates or guest count) are subject to the vendor's availability and approval. To request a modification, please contact support@wenjoy.ae with your booking reference number. Any price difference resulting from a modification will be handled accordingly.

10 Failed Payments

If a payment fails during the booking process, the reservation will not be confirmed. Common reasons for payment failure include insufficient funds, card restrictions, or incorrect card details. In such cases, no hold or charge is applied.

If you experience repeated payment failures, please contact your bank or card provider, or reach out to us at support@wenjoy.ae for assistance.

11 Cancellations & Refunds

Cancellations and refund eligibility are governed by the specific cancellation policy of the booked property and our Refund & Cancellation Policy. Approved refunds are processed within 7 business days to the original payment method.

12 Vendor Payouts

Vendor payouts are processed 7 days after the guest's check-out date, provided no disputes or damage claims are open. Payouts are made to the bank account registered in the vendor's Wenjoy profile. It is the vendor's responsibility to maintain accurate and current bank details. Wenjoy is not liable for payout delays or failures resulting from incorrect bank information. For full details, refer to our Commission & Payout Policy.

13 Payment Security

All payment transactions on Wenjoy.ae are processed through a PCI-DSS compliant payment gateway. Wenjoy does not store full card numbers on its servers. Your financial data is encrypted and handled with the highest security standards.

---