Effective date: 28 July 2026
The LIV Cancellation and Refund Policy explains the conditions that apply when booking plans change. Because individual apartments may have different terms, we will communicate the applicable cancellation conditions before payment.
Cancelling a reservation
To cancel a reservation, please notify LIV Vacation Homes in writing as soon as possible through WhatsApp or email. Your notice should include the guest’s name, telephone number, property, check-in date and booking reference. A cancellation becomes effective when LIV confirms receipt.
Unless different property-specific terms were disclosed and accepted before payment, LIV’s standard cancellation terms are:
- 14 days or more before check-in: 100% refund.
- 7–13 days before check-in: 50% refund.
- More than 24 hours but fewer than 7 days before check-in: 25% refund.
- Within 24 hours of check-in, after the scheduled check-in time, or following a no-show: no refund.
Any approved refund will be returned through the original payment method. Where applicable, non-refundable transaction charges and payment-processing fees may be deducted and clearly stated.
Refunds
Any refund will be determined by the cancellation terms communicated and accepted before payment. Property-specific conditions stated in your booking confirmation will take priority.
Transaction charges, payment-processing fees and costs already incurred may be non-refundable. Where a refund is approved, the applicable amount and expected processing period will be communicated to you.
Apartment Not as Advertised
If an apartment appears materially different from the property confirmed in your booking, please contact LIV immediately—before occupying the apartment—and provide photographs or videos showing the issue. LIV must be given a reasonable opportunity to verify the complaint and, where possible, correct the issue or offer suitable alternative accommodation.
A difference in personal preference, a minor variation that does not materially affect the stay, or a decision not to proceed without a verified property-related issue will be treated as a guest-initiated cancellation under the applicable cancellation terms. Arriving at the property or requesting a refund at check-in does not automatically qualify a booking for a refund.
Where LIV verifies that the apartment is materially different from its confirmed description, unsafe or unsuitable for occupation, LIV will offer an appropriate remedy, suitable alternative accommodation or refund, depending on the circumstances.
Refund of Caution Fee
Your caution fee will be refunded in full within one business day after the check-out inspection, conducted in your presence, confirms that no property, fixture, fitting, amenity or other item in the apartment has been lost or damaged during your stay.
No-shows and early departures
Guests who do not arrive or who leave before the end of their confirmed stay may not be entitled to a refund, subject to the terms of the reservation.
Cancellation by LIV
If LIV Vacation Homes or the property provider cannot honour a confirmed reservation, we will make reasonable efforts to offer a suitable alternative or provide an appropriate refund.
Questions About the LIV Cancellation and Refund Policy?
If you need clarification before making a payment, please use our Tell Us What You Need form or email hello@livvacation.com. We will confirm the cancellation terms that apply to the apartment you are considering.