Cancellation & Refund Policy

Guest cancellations are governed by the cancellation policy each host selects at listing time. The policy in effect for your booking is the one displayed on the listing when you book, and it is one of the following:

• Flexible — full refund for cancellations made up to 24 hours before check-in.
• Moderate — full refund for cancellations made up to 5 days before check-in.
• Strict — 50% refund for cancellations made up to 7 days before check-in; no refund after that.

ZZEN’s 2.25% payment processing fee (or the 1.25% reduced fee, where applicable) is non-refundable once a booking is confirmed, except where applicable law requires a refund. Any refund you receive under a host’s cancellation policy is calculated on the booking amount and does not include this fee.

In limited situations outside your control — such as a government travel restriction, a declared disaster at the destination, or the listed property becoming uninhabitable — you may be eligible for a refund beyond what the host’s cancellation policy provides. Contact us before check-in where possible, and be prepared to provide documentation. Decisions under this carve-out are made case by case.

Approved refunds are issued to the original payment method used for the booking. Refunds typically arrive within 5–10 business days of approval, depending on your bank or card issuer. We do not issue refunds in cash or to a different payment method.

If you believe a cancellation or refund was handled incorrectly, email support@stayzzen.com with your booking details and we will review it. This policy works together with our Terms of Service, which govern bookings and payments generally.