Effective As of September 15, 2026.

This policy explains when refunds may be issued, who is responsible for issuing them, and timing requirements for hosts processing refunds. It also explains how guests can get support if a due refund is not issued by a host and how we address refund misuse and abusive chargebacks.  

Refunds may be issued when hosts do not meet key booking obligations under their terms, this policy, other applicable policies, or the law. This includes host conduct that makes it unreasonable for the guest to complete the stay, such as serious access, safety, or overbooking issues.  

Refunds are generally not issued when a guest cancels outside of the listing’s cancellation window and the host has otherwise met their obligations. They are also generally not issued when a guest changes plans or is dissatisfied with minor issues that do not meaningfully affect the stay. 

When Vrbo processes the guest’s payment, Vrbo will issue any refund that is due. When a host processes the guest’s payment after Vrbo Checkout, the host must issue any refund that is due. 

1. Refund timeframes: When hosts are responsible for issuing a refund, they must do so promptly and without requiring unreasonable additional steps from the guest, in line with these timeframes: 

• Card payments, online payment processers (e.g., PayPal), and Buy-Now-Pay-Later providers (e.g., Affirm): start the refund within 3 business days of the refund request. 
• All payment methods: take commercially reasonable steps so guests can receive refunded amounts within 14 business days of the refund request. 

2. Refunding credit card and payment processing fees: When a “full refund” is due to the guest, hosts must refund any credit card or payment processing fees collected as part of the original transaction.  

Guests should contact Vrbo support with questions or concerns about this policy. If guests are unable to obtain a due refund from their host, they may also contact their bank or card issuer to reverse the charge (i.e., file a chargeback).  

Hosts must not misrepresent facts or provide false or misleading information in connection with a refund or chargeback request to avoid issuing a refund that is due. If we are made aware of a possible violation of this policy, we will investigate and take appropriate action, including suspension or termination.  

Guests must not misrepresent facts or use refund requests or chargebacks to avoid valid charges. This includes repeated or clearly abusive chargebacks for invalid reasons. Guests who misuse refunds or chargebacks may face enforcement, including cancellation of reservations or removal from the platform.