Cancellation Policy

Last updated: 2026-06-27

This policy explains how cancellations and refunds work for bookings made through Wiseman Holidays. The refund windows shown below are rendered directly from our booking system, so the percentages and timeframes on this page match exactly what will happen when you cancel.

Which policy applies to your booking

Each property listed on the Site uses one of three cancellation policies: Flexible, Moderate, or Strict. The applicable policy is shown on the property listing before you confirm your booking, and it is also noted in your booking confirmation email. The policy is set by the Host and does not change once your booking is confirmed.

How to cancel

To cancel a confirmed booking, sign in to your account, go to "My Trips", select the booking, and click "Cancel booking". The cancellation is processed immediately: your refund (if any is owed under the policy above) is issued to the original payment method, and the dates are released so they can be booked by someone else.

How refunds are issued

Refunds are processed through Stripe and issued back to the original payment method you used to make the booking. Once we issue the refund, the funds typically take 5 to 10 business days to appear in your account, depending on your bank or card issuer. All refunds are issued in pounds sterling (GBP).

When you cannot cancel through the Site

You will not be able to cancel through the Site if:

(a) the check-in date and time for the booking has already passed;

(b) you have already cancelled the booking; or

(c) the booking was made before our current payment system was in place and does not have a linked Stripe payment record (this only affects a small number of legacy bookings).

If any of these apply and you need to cancel or query a booking, please contact us at info@wiseman-holidays.co.uk.

Cancellations by us or by the Host

If we or the Host cancel a confirmed booking — for example, because the Property has become unavailable due to damage or other unforeseen circumstances — we will refund you in full. Where possible, we will also offer you an alternative property of comparable standard for the same dates. We are not otherwise liable to compensate you for the cancellation, except as required by law. See our Terms and Conditions at /terms for more information.

Circumstances outside our control

Cancellations due to circumstances outside your or our reasonable control — for example, extreme weather, transport disruption, illness, or government restrictions — are treated under the standard refund windows above. We are unable to make exceptions on a case-by-case basis, because doing so would create unfairness between guests in similar situations. We recommend taking out travel insurance to cover circumstances outside the scope of this policy.

Refund queries

If you have a query about a refund that has not arrived, please contact us at info@wiseman-holidays.co.uk rather than the Host — we are the ones who issue and trace refunds.

Contact

For any cancellation query, contact us at info@wiseman-holidays.co.uk. Please include your booking reference.