Each property on eStay sets its own cancellation policy, which is displayed on the property page and at checkout before a booking is confirmed. Cancellation policies are typically structured around the number of days remaining before check-in, with the refund percentage increasing the earlier a booking is cancelled.

Approved refunds are processed back to the original payment method within 5 to 10 business days, depending on the payment provider. eStay does not charge an additional cancellation fee beyond what is withheld under the applicable property policy.

Some properties may offer a fully flexible policy allowing free cancellation up to a set number of days before arrival, while others apply a graduated scale of partial refunds. The exact policy for a given stay is always shown prior to payment and forms part of the booking confirmation.

A booking is treated as a no-show if the guest does not arrive by the end of the first night of the reservation without prior cancellation. No-show bookings are generally non-refundable, and the full reservation amount may be retained by the property.