Cancellations and changes

Cancellation policies

Each villa sets its own cancellation policy. There are four levels: flexible, moderate, strict, and super strict. The policy that applies to your booking is shown on the booking page and in your confirmation email — it's locked in at the time of booking, so the host can't tighten it after you've booked.

Each policy has different terms for how much you get back depending on how far in advance you cancel. Check your booking confirmation for the exact refund terms that apply to your stay.

How refunds work

Refunds are processed by the host, not by Bukavilla. Since Bukavilla doesn't hold your money — it went directly to the host at checkout — any refund comes back through whatever method you originally paid through:

• Card or processor-based payments — refunded by the host through their processor. Card refunds typically take 5–10 business days to reach your statement.
• Local payment methods or self-arranged payments — the host returns the funds to you directly through the same method (bank transfer, payment app, etc.).

If you're entitled to a refund and the host hasn't processed it, message them first. Bukavilla can help reconnect you with the host if communication breaks down, but the refund itself is between you and them — Bukavilla doesn't process refunds and isn't a party to the original transaction.

Changing dates

Bukavilla doesn't currently support rescheduling a booking in place. To move your stay to different dates:

1. Message the host through the booking thread to confirm the new dates are available
2. Cancel your current booking
3. Book the new dates

The host may waive any cancellation fee at their discretion if you're moving the booking rather than cancelling outright — ask in the message thread first before cancelling.

Cancelling

Cancel from your booking page. You'll see the refund amount based on the cancellation policy and the timing.

If something has gone wrong — a host has stopped responding, the property isn't as described, or there's an emergency — message the host first. If you can't reach a resolution, contact Bukavilla support. We can help with platform-related issues (reconnecting with the host, listing accuracy, host conduct), but we don't issue refunds, reverse transactions, or guarantee outcomes between you and the host.