Cancellation & refunds

Last updated: 21 July 2026

Cancellation tiers

• Flexible: free cancellation at least 2 days before check-in. Inside 2 days, or after check-in, the first night is retained.
• Moderate (default): free cancellation at least 7 days before check-in. Inside 7 days, the first night is retained. After check-in or a no-show, the stay is non-refundable.
• Strict: free cancellation at least 14 days before check-in. From 7 to 13 days, 50% of the stay is retained. Inside 7 days, after check-in, or for a no-show, the stay is non-refundable.

The tier on your booking is authoritative. The refund is calculated from the client-facing rate and GST, and is capped at the amount actually collected.

Date changes

Date changes are subject to availability and may change the rate or taxes. We show the revised dates, price, and any applicable cancellation impact before you approve the change.

No-shows

Moderate and Strict bookings are non-refundable after check-in or for a no-show. Flexible bookings retain the first night. If you are running late, contact ops before check-in so we can coordinate with the property.

Force majeure

Natural disasters, government orders, serious medical emergencies, and comparable events are reviewed case-by-case against the booking terms and available documentation.

Property-specific policies

A property may apply a different policy. The active tier and any override are shown on the booking before confirmation; those booking-specific terms control.

How to cancel

• From the client portal: /client/bookings → Cancel.
• By email: bookings@ikan-residences.com with the booking reference.

Refund timing

Once approved, refunds are processed back to the original payment method within 5 business days. Bank settlement may take an additional 3–7 business days.