Cancellation Policy
How cancellations work when booking direct through RentLaunch.
1. How It Works
When you book a vacation rental through RentLaunch, you're booking directly with the property manager (PM). Each PM sets their own cancellation policy, which is displayed on the property listing page before you complete your booking.
RentLaunch acts as the payment processor and platform — the booking agreement is directly between you and the PM. Cancellation terms are defined by the PM and disclosed at checkout.
2. Common Cancellation Policy Types
PMs may offer different policy tiers. Common types include:
| Policy Type | Refund Window | What You Get Back |
|---|---|---|
| Flexible | Cancel 1+ days before check-in | Full refund (minus service fee if applicable) |
| Moderate | Cancel 3+ days before check-in | Full refund (minus service fee if applicable) |
| Strict | Cancel 7+ days before check-in | 50% refund (minus service fee if applicable) |
| Non-refundable | No refund after booking | No refund (but often at a discounted rate) |
| Long-term stay | Varies (30+ day stays) | First month non-refundable; monthly refunds thereafter |
3. How to Cancel After Booking
- Sign in to your guest portal via the link in your booking confirmation email.
- Navigate to your booking details.
- Click "Cancel Booking" and follow the prompts.
- The refund (if applicable under the PM's policy) will be processed to your original payment method within 5–10 business days.
4. If the PM Cancels
If a PM must cancel your booking, you will receive an immediate notification and a full refund — regardless of the cancellation policy. Additionally, we will help you find an equivalent or better property for your dates.
If you experience a PM cancellation, contact us at support@getrentlaunch.com.
5. Extenuating Circumstances
If you need to cancel due to a genuine emergency (illness, natural disaster, airline cancellation), contact the PM directly through your guest portal as soon as possible. Many PMs will work with you in good faith. If you cannot reach the PM, contact RentLaunch support.
Travel insurance is strongly recommended for non-refundable bookings.
6. Fees and Refunds
- Platform service fee: If RentLaunch charged a separate service fee at checkout, it is non-refundable unless the PM cancels.
- Cleaning fee: Cleaning fees are typically non-refundable once the cleaning has been scheduled.
- Stripe fees: Stripe's payment processing fees (typically 2.9% + $0.30) are not refundable by RentLaunch. In PM-cancellation scenarios, RentLaunch will refund both the booking and the processing fees.
7. Disputes
If you believe a PM has incorrectly applied their cancellation policy, contact us at support@getrentlaunch.com with your booking details and explanation. We will review the case and work with both parties to reach a fair resolution.