When cancelling a refundable booking
If you paid for your booking or made a prepayment on Ostrovok, refunds will automatically be sent to the card from which payment was made as soon as the booking is cancelled. The crediting period depends on the bank.
If the booking is made with payment at the property, and you have already paid for it or the accommodation provider has preauthorized funds on your card to guarantee it, you will need to contact the accommodation provider directly for a refund. You can find the contact details in your booking confirmation (voucher) or ask support.
When cancelling a non-refundable booking (if support has confirmed the minimization or cancellation of the penalty)
If you have paid for your booking or prepaid on Ostrovok, refunds will be processed upon confirmation by support of the reduction or cancellation of the penalty. The crediting period depends on the bank.
If the booking is made with payment at the property, and you have already paid for it or the accommodation provider has preauthorized funds on your card to guarantee it, you will need to contact the accommodation provider directly for a refund. You can find the contact details in your booking confirmation (voucher) or ask support.
How soon funds are usually credited to an account
The term of crediting funds to the card depends on the bank. Sometimes this process may take up to 30 days, but in most cases the money is credited to your account much faster.
Please note: Banks process refund transactions differently, in some cases you may not receive an SMS about a credit. Please check your transaction history and balance.
If 30 calendar days have passed and the money has not arrived, and your bank does not confirm the refund or the cancellation of the payment transaction, please submit a request to our support service in any convenient way. We will send you an ARN code of the transaction, with which you can contact your bank to track the payment.
What do I do if the property does not give information about the refund
If you are having trouble getting an estimated or agreed upon refund from the hotel on a booking with payment at the property, submit a support request by any convenient method. In the request, please provide all the details of the booking: booking number, dates, and name of the property.
We will request a return confirmation from the accommodation provider.