Refund & Cancellation Policy

1 Property-Specific Cancellation Policies

Cancellation policies on Wenjoy.ae are set individually by each vendor for each property and category. They are not uniform across the platform. Before confirming a booking, guests must review the specific cancellation policy displayed on the property listing page.

Wenjoy properties fall into one of the following cancellation categories:

1.1 Non-Refundable

Some properties or rate plans are listed as non-refundable. For these bookings, no refund is issued if the booking is cancelled for any reason, including emergencies. By confirming a non-refundable booking, the guest acknowledges and accepts this condition.

1.2 Flexible / Time-Based Cancellation

Some properties offer a cancellation window — a number of hours or days before the scheduled check-in time within which a cancellation will be eligible for a refund. The specific window (e.g., 24 hours, 48 hours, 7 days) is stated on the property listing. Cancellations made outside the permitted window are treated as non-refundable.

1.3 Partially Refundable

Certain properties may offer a partial refund depending on the timing of the cancellation. The exact refund percentage and applicable conditions are stated on the property listing page.

2 How to Cancel a Booking

To request a cancellation, guests must:

1. Log in to your Wenjoy.ae account.
2. Navigate to My Bookings.
3. Select the relevant booking and click Request Cancellation.
4. Provide a reason for your cancellation request.

Cancellation requests are reviewed by our team. You will receive a confirmation email once the cancellation has been processed. The cancellation is not considered final until you receive this confirmation.

3 Refund Eligibility

A refund will be issued only if:

• The property's cancellation policy permits a refund under the circumstances of your cancellation.
• The cancellation is submitted within the permitted cancellation window specified on the property listing.
• The booking payment has been successfully captured (not merely authorised/held).

If a payment was only authorised (placed on hold) and not yet captured, the hold will be released and no charge will apply, subject to your bank's processing timelines.

4 Refund Process & Timeline

Once a refund is approved by Wenjoy:

• The refund will be processed within 7 business days of the cancellation approval.
• The refund will be returned to the original payment method used at the time of booking.
• Depending on your bank or card provider, it may take an additional 3–10 business days for the funds to appear in your account after processing.

Wenjoy does not issue refunds via alternative methods (cash, bank transfer, voucher) unless exceptional circumstances apply and are approved in writing by our team.

5 Cancellations by Vendors

In exceptional circumstances, a vendor may need to cancel a confirmed booking. If a vendor cancels a booking after it has been confirmed:

• The guest will receive a full refund regardless of the property's standard cancellation policy.
• Wenjoy will notify the guest immediately via email and assist in finding an alternative property where possible.
• Repeated cancellations by a vendor may result in penalties, suspension, or removal from the platform.

6 Cancellations by Wenjoy

Wenjoy reserves the right to cancel a booking in cases of suspected fraud, platform abuse, incorrect pricing, or force majeure events. In such cases, a full refund will be issued to the guest. Wenjoy will not be liable for any additional costs incurred by the guest as a result of such cancellation.

7 No-Show Policy

If a guest fails to check in on the scheduled date without submitting a prior cancellation request, the booking will be treated as a no-show. No-shows are generally non-refundable, regardless of the property's standard cancellation policy, unless the vendor agrees otherwise at their discretion.

8 Security Deposit Refunds

Security deposits are handled separately from booking payments and are collected directly by the vendor at check-in in cash. Refund of the security deposit at check-out is governed by our Security Deposit Policy, not by this Refund & Cancellation Policy.

9 Disputes & Appeals

If you believe your refund request has been incorrectly denied, you may submit an appeal by emailing support@wenjoy.ae with your booking reference number and supporting information. Our team will review your case within 5 business days and respond with a final decision.