Cancellation Policy

Last updated: May 2026

How to Cancel a Booking

Cancelling is straightforward. Follow these steps:

1

Log into your account

Go to NovaGo and click "Log in" in the top right corner.

2

Navigate to My Bookings

Click on your profile icon and select "My Bookings" from the dropdown.

3

Find your booking

Locate the booking you want to cancel. You'll see the current cancellation terms displayed.

4

Click 'Cancel Booking'

Review the refund amount shown and confirm your cancellation.

5

Receive confirmation

You'll get an email confirmation and your refund will be initiated immediately.

Cancellation Deadlines

The refund amount depends on when you cancel:

Cancellation TimeRefund Amount
7+ days before check-in100% refund
3-7 days before check-in75% refund
1-3 days before check-in50% refund
Within 24 hoursNo refund*
*Exceptions apply for emergencies and hotel-side issues

Hotel-Specific Policies

Some hotels have stricter cancellation policies, especially for:

  • Peak season bookings — Festivals, holidays, and high-demand periods may have non-refundable rates
  • Special rate bookings — Discounted rates marked as "Non-refundable" at booking time
  • Long-stay bookings — Bookings over 7 nights may have different terms

You'll always see the exact cancellation policy before you complete your booking. We never hide this information.

What Happens After Cancellation

  1. Instant confirmation — You'll receive an email within minutes confirming your cancellation
  2. Refund processing — Your refund is initiated within 1 hour
  3. Money credited — Funds appear in your original payment method within 24 hours (bank processing may add 1-3 days)
  4. Hotel notified — The hotel is automatically informed of your cancellation

Modification vs Cancellation

Sometimes you don't need to cancel — you can modify instead:

Free Modifications

  • • Change guest name (same room)
  • • Add special requests
  • • Update contact details

May Require Rebooking

  • • Change dates
  • • Change room type
  • • Add/remove nights

For date changes, we recommend cancelling and rebooking if you're within the 100% refund window. Otherwise, contact support to see if modification is possible.

Need Help Cancelling?

If you're having trouble cancelling online, or have special circumstances, reach out: