Plans can change. Here’s how to find the cancellation terms for your stay, request help, and check on a refund.
Start with your booking confirmation. The terms accepted for your reservation or order determine refund eligibility. This page summarizes JaxBNB’s published policy; it does not replace different terms agreed at booking, a booking platform’s applicable rules, or your rights under applicable law.
Direct bookings with JaxBNB
For reservations booked directly with JaxBNB that use our published 30-day cancellation policy:
| When plans change | Refund under this policy |
|---|---|
| More than 30 days before check-in | 100% refund, minus card-processing fees as disclosed in your booking terms. |
| 30 days or fewer before check-in | Non-refundable under this cancellation policy. |
| Early departure or a date change within 30 days of check-in | No refund under this policy. |
Review your reservation terms for the cancellation deadline and any property-specific conditions. If you are unsure which terms apply, contact us with your reservation details.
Airbnb, Vrbo & other booking platforms
For a reservation made through another platform, use that platform’s cancellation or change process and the policy attached to your booking. Refund amounts, service fees and processing follow the applicable platform rules. You can also message us in your booking conversation for help.
Marketplace homes
Marketplace properties are hosted by their property owners and may have different cancellation terms. Check the policy for that home and the terms accepted with your reservation. Contact the host through your booking channel, or ask JaxBNB to help you find the right contact.
After a refund is approved
Approved card refunds are returned to the original payment method. The time it takes to appear depends on the payment provider and your bank. If a refund has been confirmed but has not appeared, contact the platform that processed your payment or ask us to check the status of a direct-booking refund.
Security deposits and card holds are separate from cancellation refunds. Their release conditions are set out in your reservation agreement.
Extras, services & other purchases
For snacks, upgrades, cleaning or other extras, refer to the terms supplied with that order. If another provider took your payment, its purchase terms and refund process apply.
If an item or service is missing, incorrect or damaged, contact us with the order details and photos where helpful so we can review it. Contact us before sending an item back so we can confirm the return arrangements.
Need help with your booking or order?
Include your name, reservation or order number, property name, relevant dates and where you booked or paid. Let us know whether you want to cancel, change your plans, report an issue or check a refund.
You can also use our contact page.
Updated September 14, 2026