Refund Policy
Understand our fair and transparent refund process for bookings and transactions on 10/10 Realty platform
At 10/10 Realty, we strive to provide exceptional service and ensure your satisfaction. Our refund policy is designed to be fair to both guests and property owners while providing protection in unforeseen circumstances.
Fast Processing
Most refunds processed within 5-7 business days
Fair Terms
Reasonable cancellation policies for all parties
Original Method
Refunds to original payment method when possible
Condition
Cancellation >48 hours before check-in
Refund Amount
100% refund + £50 compensation
Processing Time
3-5 business days
Condition
Cancellation 24-48 hours before check-in
Refund Amount
100% refund + £100 compensation
Processing Time
3-5 business days
Condition
Cancellation <24 hours or no-show
Refund Amount
100% refund + £200 compensation + alternative accommodation assistance
Processing Time
1-2 business days
Condition
Free cancellation period (varies by property)
Refund Amount
100% refund
Processing Time
5-7 business days
Condition
Moderate cancellation policy
Refund Amount
50% refund if cancelled 5+ days before check-in
Processing Time
5-7 business days
Condition
Strict cancellation policy
Refund Amount
50% refund if cancelled 7+ days before check-in
Processing Time
5-7 business days
Condition
Non-refundable booking
Refund Amount
No refund except for extenuating circumstances
Processing Time
Case-by-case basis
Condition
Property significantly different from listing
Refund Amount
Partial to full refund + alternative accommodation
Processing Time
24-48 hours for urgent cases
Condition
Health and safety issues
Refund Amount
Full refund + immediate alternative accommodation
Processing Time
Same day processing
Condition
Amenities not as described
Refund Amount
Partial refund or credit for future booking
Processing Time
3-5 business days
Condition
Force majeure (pandemic, natural disasters)
Refund Amount
Full refund or credit with extended validity
Processing Time
5-10 business days
We understand that unexpected events can occur. For eligible extenuating circumstances, we may provide full refunds even for non-refundable bookings.
Qualifying Circumstances Include:
Documentation Required
Claims for extenuating circumstances must be supported by appropriate documentation (medical certificates, death certificates, government notices, etc.) and submitted within 14 days of the incident or knowledge thereof.
Submit Request
Use our online refund form or contact customer support with booking details
Review Process
Our team reviews your request and may contact you for additional information
Refund Processed
Approved refunds are processed to your original payment method
| Payment Method | Processing Time | Notes |
|---|---|---|
| Credit/Debit Card | 3-5 business days | May take up to 10 days to appear on statement |
| PayPal | 1-3 business days | Fastest refund method |
| Bank Transfer | 5-7 business days | Requires bank account verification |
| Apple Pay/Google Pay | 3-5 business days | Refunded to linked card/account |
| Cryptocurrency | 24-48 hours | Subject to network confirmation times |
Processing Fees
Payment processing fees (typically 2.9% + 30p) are non-refundable except in cases of property owner cancellation or confirmed service failures.
Partial Stays
If you check out early due to property issues, you may be eligible for a partial refund for unused nights after our investigation.
Currency Conversion
Refunds are processed in the original currency. Currency conversion differences due to exchange rate fluctuations are not compensated.
Disputes
If you disagree with a refund decision, you can appeal within 30 days. We also offer mediation services for complex cases.
Customer Support
Escalation Process
If you're not satisfied with our response:
- Request to speak with a supervisor
- Submit a formal complaint via email
- Contact our ombudsman service
- Seek independent mediation if needed