What happens if my reservation is canceled?

We understand that plans change, and you may be unable to complete your reservation. First, reach out to your Host and try to reschedule for a different date or time. 

If you are unable to reschedule, review the cancellation policy, as you may be entitled to a partial refund. Hosts can select one of the following cancelation policies: 

• Cancel Anytime: Guests can request a full refund up to 2 hours before reservation start time.
• Very Chill: Guests can request a refund up to 24 hours before the reservation start time. (excluding service fee)
• Kinda Chill: Guests will only receive a refund when canceling 72 hours (3 days) before the reservation start time. (excluding service fee)
• Not Chilled: Guests must cancel 7 days (168 hours) before the reservation start time to receive a refund. (excluding service fee)

For more information on Swimply’s service fee, please check out: Swimply's Service Fee

You can locate the cancellation policy for your reservation on the listing page in the About the pool section or in your confirmed reservations.

When canceling your reservation, you will be reminded of the Host’s cancelation policy and notified if you will receive a refund. 

Please review this article If you are canceling due to an Emergency or Inclement Weather Policy.

My Host asked me to cancel the reservation.

If your Host has requested you cancel the reservation, please get in touch with Customer Support so we can assist. When writing into Customer Support, please include any screenshots of the Swimply chat where the Host stated they needed to cancel. Customer Support can also help find a new pool.

My reservation was canceled; how long does it take for a refund?

When your Host cancels a reservation, our system sends an email to the email address on the Guest's account. In this email contains 2 refund options:

• Standard Refund for the amount of the booking to original payment method (3-7 business days)  
• Swimply credit for the amount of the booking + 10% bonus credit to your Swimply account (immediate).

If you cancel your reservation, a refund will only be issued if you are within your host’s cancelation policy. If you are outside the cancelation policy, you are no longer eligible for a refund.