Help

Booking

Pick the dates and guests on a listing and you see the full price before you pay. Some places confirm at once ("Instant book"); others ask the host, who has 24 hours to answer. You pay once the host accepts; nothing is charged for a request the host declines or lets lapse.

To change dates or the number of guests, open the trip and propose a change. The host accepts or declines it, and the price difference is paid or refunded.

Paying

You can pay by card, by a wallet where offered, or by bank transfer or Raast. With a transfer you get a reference to put in the payment; the booking is confirmed when we see the money, which can take a working day. Your payment is held by Phiro (Private) Limited and is released to the host after you check in.

Cancelling and refunds

The cancellation policy of each listing is shown before you pay and again on the trip; the policies are explained at /cancellation-policy. If the host cancels, you are refunded in full. A card or wallet refund goes back the way you paid. A bank-transfer refund is paid back by hand to the account it came from, usually within five working days, and we message you when it is sent.

Identity checks

A host may need to show an identity document to be paid, and a listing may ask guests to verify theirs before check-in. A person at Phiro reviews each check. It usually takes within one working day, and you are told the result.

Hosting

Anyone signed in can start hosting from the Host page. You draft listings, accept the host agreement, verify your identity and prove the place is yours; a person reviews each listing before it goes live. The standard commission is shown on the page about hosting, and you are told before it changes.

Something went wrong

Open the booking and use "Something wrong with the stay?" to start a case. A person reads it and talks to both sides. For anything urgent during a stay, call the emergency numbers on the safety page.