The first thing to determine is whether your booking is a refundable or non-refundable.
A refundable booking is one that has a free cancellation period. For information on whether your booking has a free cancellation period and when it ends, see “Cancellation Policy” under “My Bookings.”
A non-refundable booking is one for which the cost is not refunded upon cancellation or the free cancellation period has already expired.
Cancelling a refundable booking
Select the “My bookings” section in your profile.
Find the desired booking and click “Cancellation Terms and Conditions.”
Carefully review the cancel conditions in the pop-up window. If you agree with them, click “Cancel booking.”
Check that a cancellation letter has been sent to your email and the order status in your profile has changed to “Booking canceled.”
Refund
If you paid for your booking or made a prepayment on Ostrovok, refunds will automatically be sent to the card from which the payment was made. The crediting period depends on the bank.
If you have selected to pay at the property, but no prepayment has been made and the booking is cancelled during the free cancellation period, no additional action is required.
Cancelling a non-refundable booking
Select the “My bookings” section in your account.
Find the booking and click “Cancellation Terms and Conditions.” Bookings, the dates of which have already passed, cannot be cancelled in your account, and the conditions of cancellation are not reflected.
Carefully review the cancel conditions in the pop-up window. If you agree with them, click “Cancel booking.”
Check that a cancellation letter has been sent to your email and the order status in your account has changed to “Booking canceled.”
There is a penalty if a non-refundable booking is cancelled. Information about the penalty amount in case of cancellation in a particular period of time can be seen in the order in the “My Bookings” section by clicking on “Cancellation Terms and Conditions.”
Under the terms of the cancellation policy, the penalty can be full (100% of the booking value) or partial. If only a partial penalty is expected at the time of cancellation, the remaining funds will be returned to your account.
If you have paid for a booking or made a prepayment on Ostrovok and the penalty is not equal to the amount paid, we will send the remaining balance to your account immediately. The crediting period depends on the bank. If a prepayment has been made and was equal to the penalty amount, there will be no refund under the terms of the cancellation policy.
If you have selected to pay at the property and provided card details for guarantee at the time of booking, the property will deduct the penalty amount itself according to the terms of the cancellation policy.
You may submit a request to minimize or waive a penalty. How to do this is detailed here.
Important: If the penalty is assumed from the first day of booking, even if you cancel the booking immediately, the property has the right to debit the penalty.
If prepayment has already been made
The first thing to determine is whether your booking is a refundable or non-refundable.
A refundable booking is one that has a free cancellation period. For information on whether your booking has a free cancellation period and when it ends, see “Cancellation Terms and Conditions” under “My Bookings.”
A non-refundable booking is one for which the cost is not refunded upon cancellation or the free cancellation period has already expired.
Cancellation conditions also apply to prepayments.
Bookings, the dates of which have already passed, cannot be cancelled in your account, and the cancellation conditions are no longer reflected.