Cancellation Policy

This Cancellation Policy explains how you can cancel a booking made through Onto (“Onto”, “we”, “us”, or “our”) at onto.travel, and the terms that apply when you do. It forms part of our Terms of Service. For how much money comes back and when, see our Refund Policy.

The property sets the terms

Onto is a booking platform. Cancellation terms are set by the accommodation partner, not by us, and they vary by property and by the rate you choose. The terms that apply to your booking are the ones shown on the rate you selected and confirmed when you booked.

Rates on Onto generally fall into one of these types:

• Free cancellation. You can cancel at no charge up to the deadline shown on the rate. After that deadline, cancellation charges apply.
• Partial refund. The property keeps part of the stay value if you cancel, and the remainder is refunded to you.
• Non-refundable. The stay is charged in full and no refund is due if you cancel.

Where a rate offers free cancellation, the deadline is shown alongside it on the property page and again before you pay. Deadlines follow the property’s local time.

How to cancel

You can cancel most bookings yourself:

• Open Bookings and select the stay you want to cancel;
• Choose Cancel Booking;
• Review the cancellation terms and the refund amount we show you, including any cancellation charges deducted;
• Confirm the cancellation.

We show you the amount you paid, any cancellation charges, and the refund due before you confirm. Nothing is cancelled until you confirm on that screen.

Some bookings cannot be cancelled online — for example where the property requires cancellation to be handled directly, or where check-in has already begun. In those cases we will tell you in the app, and you can contact us at support@onto.travel for help.

Cancellation charges

If you cancel after a free-cancellation deadline has passed, or on a rate that is partly or wholly non-refundable, the property may retain a cancellation charge. That charge is deducted from what you paid and the balance is refunded. Where the stay is charged in full, no refund is due.

No-shows and early departure

If you do not arrive for your stay and have not cancelled beforehand, the booking is treated as a no-show and is normally charged in full, with no refund. If you check out earlier than your booked check-out date, nights already booked are generally not refunded. Both are subject to the property’s own terms.

Changing a booking instead

You may not need to cancel at all. Moving your dates, or asking the property directly about a room change, is often faster than cancelling and rebooking and may avoid a cancellation charge. Date changes are subject to availability and to the property’s terms, and a difference in rate may apply.

Cancellations by the property or by us

Occasionally a property may cancel a confirmed booking — for example because of overbooking, closure, or events outside its control. Where that happens we will tell you as soon as we know, help you find an alternative where we can, and refund what you have paid for the cancelled booking in full. We may also cancel a booking where we reasonably suspect fraud, or where you have breached our Terms of Service.

Changes to this policy

We may update this Cancellation Policy from time to time. We will post the updated version on this page and revise the “Last updated” date above. The terms that apply to a booking are the ones you accepted when you made it.

Contact us

If you have questions about cancelling a booking, contact us at support@onto.travel or through Help & Support. Please keep your booking ID ready.