Every booking will display and store one approved cancellation-policy version before payment. Labels such as Flexible, Moderate, or Firm are not sufficient by themselves; checkout must disclose the actual deadlines, time zone, refund percentages, fee treatment, and material exceptions.

For Gulf Shores bookings, deadlines use the accommodation’s local Central Time. A cancellation qualifies through 11:59 p.m. on the final day of its disclosed refund window.

The policy separately addresses the following events when applicable:

• Traveler cancellation before arrival.
• Owner cancellation or inability to provide the accommodation.
• No-show, late arrival, or early departure.
• Failed or returned payment.
• Material listing issue or unavailable exact unit.
• Official evacuation order or other approved major disruption.
• Administrative correction, duplicate payment, fraud, or unauthorized charge.

If an owner cancels a confirmed booking, or cannot provide the accommodation on the booked dates for any reason within the owner’s control, the traveler receives a full refund of every amount Neluxsis collected for that booking. This includes the nightly rent, the cleaning fee, any mandatory charges the owner set, all lodging tax collected, and the Neluxsis service fee. Neluxsis does not retain its service fee on a booking the traveler never got to take.

The refund is issued to the original payment method. Neluxsis will acknowledge a reported owner cancellation within 24 hours and initiate the refund within one business day of confirming it. The traveler’s bank or card issuer may take additional time to post the returned funds, which is outside Neluxsis’s control.

Neluxsis will also help the traveler look for another place to stay: searching the catalog for comparable available units on the same dates and contacting owners on the traveler’s behalf. This is genuine assistance and not a guarantee. Neluxsis does not promise that a replacement will be available, does not guarantee a comparable unit or a similar price, and does not pay the difference if the alternatives cost more. A traveler who declines every alternative keeps the full refund described above.

Neluxsis does not operate a 24-hour telephone support line, and this policy does not promise one. Owner-cancellation reports are handled by email at the address published in checkout and are treated as the highest support priority.

Repeated or last-minute owner cancellations are grounds for removing a listing or an owner account from the marketplace under the Marketplace Terms.

A stay disrupted by a hurricane, a mandatory evacuation order, or another event outside the owner’s control is handled under the Major Disruption and Severe Weather Policy instead of this section.

A requested change to dates, guests, unit, or stay length is subject to availability, repricing, taxes, owner approval where applicable, and affirmative acceptance of the revised booking. A change is not complete merely because a message was sent.

If the owner cannot provide the booked exact unit, the traveler must be offered the remedies in Section 3 above. A replacement accommodation may be offered, but it cannot be substituted without the traveler’s informed consent.

Refunds will use the booking’s stored rental charges, traveler fee rate, owner fee rate, taxes, and policy version—not rates or policies in effect on the later refund date. Full and partial refunds create adjustment records and do not erase the original transaction.

A 100% policy refund returns every traveler-facing amount collected for the booking, including the Neluxsis service fee, refundable amounts, and applicable taxes. A partial policy refund applies the displayed percentage to accommodation and mandatory owner charges and their attributable taxes; the Neluxsis service fee is not refunded on a partial cancellation. Refundable deposits remain refundable unless a separately disclosed lawful claim applies. Payment-provider processing costs are adjusted against the owner payout according to the refunded amount and the payment provider’s rules.

Checkout states the time zone and cutoff used for cancellation and the timing for initiating an approved refund. A traveler’s financial institution may require additional processing time. Returned or failed payments may cancel an unconfirmed booking and release a temporary hold under the stored payment rules.

No-show, late arrival, and early departure do not automatically create a refund. Their treatment must be disclosed in the accepted booking policy and remain subject to owner nonperformance, a qualifying major disruption, and applicable law.

Neluxsis may explain that optional third-party travel protection could cover risks not included in the cancellation policy, but it must not characterize coverage, guarantee a claim, or require a product unless the offering and disclosures have been separately approved.

Each booking uses one approved cancellation schedule selected for the exact unit. Checkout displays the schedule’s deadlines, percentages, time zone, service-fee treatment, and exceptions before payment, and the accepted version is permanently stored with the reservation.