This accommodation cancellation and cancellation policy is effective until 9:00 AM on July 16, 2024. The new cancellation policy will be effective from 9:00 AM on July 16, 2024.
Sometimes, guests may need to cancel their reservations due to unavoidable circumstances. Wehome strives to provide smooth service to both hosts and guests through prompt response to each case of cancellation and refund process.
Hosts can choose their preferred cancellation policy for each accommodation to facilitate smooth hosting. The cancellation and refund policies include the general cancellation policy for reservations of 28 nights or less and the special cancellation policy for reservations of more than 28 nights. Cleaning fees are refundable only if the reservation is canceled before check-in. In special exceptional circumstances, the refund policy chosen by the host may not apply.
- General Cancellation Policy: Applies to reservations of 28 nights or less as determined by the host.
- Special Cancellation Policy: Applies to reservations of more than 28 nights regardless of the general cancellation policy set by the host.
- Other Cancellation Policies: Applied separately for special events, government-supported promotions (e.g., Korea Accommodation Sale Festa), and external partner accommodation reservations.
If the host cancels a confirmed reservation, the host cancellation refund policy applies.
Wehome also refunds the service fees.
If a reservation is canceled. Wehome includes service fees in the refund.
Wehome’s service fee is refunded according to the same percentage as the accommodation fee refund policy. Service fees are only refundable for cancellations made before check-in.
Cancellation before reservation confirmation after payment will be 100% refunded.
- After your payment and before the host’s reservation approval, you can cancel your reservation.
- Upon cancellation, the full amount paid will be refunded within 24 business hours.
The security deposit will be safely and securely refunded.
- The refund will be processed using the same payment method used for the accommodation fee. Issues at the accommodation are very rare.
- The refund will be processed on the Thursday following 7 days from the check-in date. Depending on the guest’s payment method, additional time may be required (e.g., approximately 3 additional business days for card payments)
Notes
The security deposit will be safely and securely refunded. For long-term stays of 28 nights or more, the refund policy follows the special cancellation policy for [long-term stays] instead of the general cancellation policy. Cleaning fees are refundable only if the reservation is canceled before check-in. Service fees are also refundable only if the reservation is canceled before check-in. The service fees are refunded based on the refunded accommodation fee.
For reservations that received a discount on the accommodation rate, if the guest requests a partial refund due to an early check-out, the refund will be recalculated based on the non-discounted rate set by the host.
For reservations canceled with a coupon discount applied, the refund amount will be determined based on the accommodation fee before the discount. The coupon discount amount will be deducted from the refund amount. For example, if the accommodation fee is 100,000 KRW and the total payment including fees is 112,000 KRW, using a 10,000 KRW discount coupon results in a payment of 102,000 KRW. If a 50% refund is applicable upon cancellation, the refund amount will be 50% of 112,000 KRW, from which the 10,000 KRW coupon discount will be deducted.
Cancellations due to natural disasters may not be eligible for a refund.
Reservations by minors are generally not allowed. If a minor deceives to make a reservation and is discovered after check-in, they will be required to check out, and no refund will be provided. Exceptions are made only if prior guardian approval is obtained.
To cancel a reservation, click the [Cancel] button in your travel reservations list. Before making a reservation, you can review the host’s applied policies on the accommodation details page, and once the reservation is confirmed, you can check these on your reservation page.
Refunds are generally processed according to the basic refund policy; however, in cases of disputes or extenuating circumstances, the situation will be reviewed and adjustments may be made.
If you cancel the reservation within 1 hour of confirmation
If you cancel a confirmed reservation within 1 hour of confirmation, you will receive a full refund (except for cancellations made after the check-in time on the same day). This policy is valid only until June 15, 2024. After 1 hour, the general refund policy applies.
General Cancellation Policy (for reservations of less than 28 nights)
1. Flexible Cancellation – 24 hours prior
If a guest cancels the reservation at least 24 hours before check-in, they will receive a full refund of the service fees and accommodation fee, and the host will not receive any payment.
If the guest cancels between 24 hours before check-in and right before check-in, the host will receive payment for one night, and the remaining amount will be refunded.
If the guest cancels after check-in, they will receive a full refund for the remaining nights if they cancel by noon (local time of the accommodation). If they cancel after noon, the refund will exclude the accommodation fee for the day of cancellation.
2. Moderate Cancellation – 5 days prior
If a guest cancels the reservation at least 5 days before check-in, they will receive a full refund, including service fees, and the host will not receive any payment.
If the guest cancels between 5 days before check-in and right before check-in, 50% of the accommodation fee will be paid to the host.
If the guest cancels after check-in, they will receive a 50% refund for the remaining nights if they cancel by noon (local time of the accommodation). If they cancel after noon, the refund will exclude the accommodation fee for the day of cancellation, and 50% of the remaining nights’ accommodation fee will be refunded.
3. Strict Cancellation – 7 days prior
If a guest cancels the reservation at least 7 days before check-in, they will receive a full refund, and the host will not receive any payment.
If the guest cancels between 7 days before check-in and right before check-in, 50% of the accommodation fee will be paid to the host.
If the guest cancels after check-in, they will receive a 50% refund for the remaining nights if they cancel by noon (local time of the accommodation). If they cancel after noon, the refund will exclude the accommodation fee for the day of cancellation, and 50% of the remaining nights’ accommodation fee will be refunded.
4. Strong Strict Cancellation – 14 days prior
A full refund is only available if the reservation is canceled at least 14 days before check-in.
If the guest cancels between 14 days before check-in and right before check-in, 50% of the accommodation fee will be paid to the host.
If the guest cancels after check-in, they will receive a 50% refund for the remaining nights if they cancel by noon (local time of the accommodation). If they cancel after noon, the refund will exclude the accommodation fee for the day of cancellation, and 50% of the remaining nights’ accommodation fee will be refunded.
Strict Refund Policy for Long-term Stays (28 nights or more)
For reservations of 28 nights or more, the long-term stay policy applies. Regardless of the standard cancellation refund policy for reservations of less than 28 nights set by the host, the following conditions will apply uniformly.
A full refund is only available if the reservation is canceled at least 28 days before check-in.
If the guest cancels after that, the full accommodation fee for the nights already stayed and the accommodation fee for the next 30 days of the reserved stay will be paid to the host.
If the remaining number of nights is less than 30 days at the time of cancellation, the accommodation fee for all remaining nights will be paid to the host.
Other Cancellation Policies
- For special events, government-supported promotions, or reservations with external partner accommodations, separate policies apply. These policies take precedence over the general cancellation policy or the long-term stay cancellation policy.
- For partner-affiliated accommodation reservations, such as ONDA accommodations booked through Wehome, the refund policy will follow the individual policy set by each accommodation rather than Wehome’s general cancellation policy. Please review the specified cancellation policy on each detailed page.
In case a refund adjustment is necessary
n the event of a lodging dispute or extenuating circumstances, the host or guest must notify Wehome within 24 hours after check-in if there is an issue related to the stay. For officially submitted issues, Wehome will make an objective judgment to resolve the problem or provide a final adjustment proposal. Please refer to the accommodation’s cancellation policy and the lodging dispute resolution for cases where the cancellation policy does not apply.
When the host cancels the reservation
Wehome does not encourage hosts to cancel reservations. When hosts cancel reservations, it not only disrupts the guest’s travel plans but also diminishes trust. However, there may be situations where a host needs to cancel a reservation. If a host cancels a reservation before the guest checks in, the guest will receive a full refund, so there is no need to worry. If the host cancels a reservation, cancellation fees and other penalties may apply. The fees are calculated based on the reservation amount and the timing of the cancellation, ranging from a minimum of 50,000 KRW to a maximum of 1,000,000 KRW.
Guest refund
If a host cancels a reservation before check-in, the guest will receive a full refund, including service fees, and the refund will be processed using the payment method originally used. If there are more than 30 days remaining until check-in, the refund will be processed immediately. If there are less than 30 days remaining until check-in, Wehome will contact the guest to confirm if they prefer an immediate refund. The time it takes to receive the refund may vary depending on the bank or financial institution.
Host Cancellation Fee
Host cancellation fees are intended to compensate the guest. The cancellation fee covers the accommodation fee, cleaning fee, and pet fee, but excludes taxes and guest service fees. The maximum amount for the cancellation fee is capped at 1,000,000 KRW regardless of the accommodation fee.
- If the reservation is canceled within 48 hours before check-in, 50% of the reservation amount for the unused nights will be charged as a fee.
- If the reservation is canceled between 48 hours and 30 days before check-in, 25% of the reservation amount will be charged as a fee.
- If the reservation is canceled more than 30 days before check-in, 10% of the reservation amount will be charged as a fee.
Host Cancellation Procedure, Wehome Support, and Reference Information
Support for Rebooking if Less Than 30 Days Until Check-In: To protect guests from travel issues (e.g., if a host cancels a reservation less than 30 days before check-in), Wehome offers assistance for all reservations made through our platform. In case of a cancellation, Wehome will help find and rebook a similar accommodation at a comparable price, depending on availability.
Notification Process for Guests When a Host Cancels a Reservation: If a reservation is canceled, an email with detailed information, including refund details, will be sent to the guest.
When a Host Requests a Guest to Cancel a Reservation: If the host informs you that they cannot host the stay, do not cancel the reservation on behalf of the host. Instead, send a message to the host requesting them to cancel the reservation. This ensures that the guest receives a full refund.
Hosts can request cancellation through Wehome’s customer service.
If a host needs to cancel a reservation due to circumstances beyond their control, such as natural disasters, pandemics, or hospitalization due to illness, fees and other penalties will be waived. The host must provide supporting documentation or other evidence. However, even if fees are waived, other penalties, such as calendar blocking, may still apply.