Last updated: 21 June 2026
This page summarises how cancellations and refunds interact. The detailed Cancellation Policy determines when a booking may be cancelled; the detailed Refund Policy determines what money is returned.
A guest may withdraw a pending booking request before host confirmation. If no payment has been captured, there is ordinarily nothing to refund. A host may decline a pending request without charging the guest.
After payment, the listing's disclosed cancellation terms apply together with mandatory consumer law. Depending on timing and circumstances, a cancellation may produce a full refund, partial refund or no refund.
If a host cancels or cannot provide the materially agreed service, the guest will ordinarily receive a full refund of amounts paid through RentScanner for the affected booking. Additional losses are not automatically covered.
Host funds are normally treated as a host pending payout until after check-in. Eligible refunds may therefore be deducted before payout. If funds have already moved or been paid out, Stripe and RentScanner may reverse transfers or recover the amount from the connected account as permitted by the applicable agreements.
Use the booking page to cancel or report a problem as soon as possible and provide supporting evidence. Urgent safety issues should also be reported to local emergency or regulatory services where appropriate.
Contact RentScanner before starting a chargeback so the issue can be reviewed. This does not limit a lawful right to dispute a card payment, but duplicate recovery is not permitted.
RentScanner is operated by RENT SCANNER LTD, a private limited company registered in England and Wales.
Company information is based on the public Companies House register.
RentScanner uses marketplace payment processing for bookings. A guest pays RentScanner at checkout, and the host amount is held as host pending payout until it becomes eligible for delayed payout after the rental end date. This is not escrow.
RentScanner service commission is 12% of the gross booking amount unless another rate is clearly shown before checkout or agreed in writing. The commission is deducted before calculating the host pending payout. Stripe processing fees, refunds, chargebacks, disputes, taxes and currency conversion may affect the final settlement.
Top advert promotion is a rotational advertising placement. RentScanner displays a maximum of 4 promoted adverts at a time in matching category, city and search result placements. Promoted adverts rotate on page refresh, and promotion does not guarantee a fixed position, continuous display, clicks, enquiries or bookings.
If a booking is cancelled, refunded, disputed or placed on hold, RentScanner may delay, reduce, reverse or block the host payout according to the applicable cancellation, refund, host and guest terms.
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