Refunds

Whether you get money back depends on who cancelled and when. In many cases you were never charged in the first place, so there's nothing to refund. Here's how each situation works.

When you're never charged

Your card is only charged at the kitchen's cancellation deadline (see Card holds and charges). You won't pay anything if:

• The host declines your request.

• Your request expires because the host didn't respond in time.

• You cancel before the kitchen's cancellation deadline.

If a temporary hold was already placed on your card, it isn't collected. Depending on your bank, it can take up to about a week for the hold to disappear from your account.

When the host cancels

If your host cancels a confirmed booking, you get a full refund of what you paid for that booking. You don't need to ask for it. If you hadn't been charged yet, nothing is collected.

When you cancel after the deadline

Each kitchen sets its own cancellation policy. If you cancel after the kitchen's cancellation deadline, you may be charged up to the full booking amount, and the host is paid their share of it. Check the policy on the listing before you book. See Syzl cancellation policy.

If something went wrong with your booking

If the kitchen wasn't available, wasn't as described, or something else went wrong, let us know as soon as you can. Take photos if they help explain the problem. We'll review what happened with you and the host. See Resolution centre.

How long a refund takes

Refunds go back to the card you paid with. We send the refund right away, but it usually takes 5 to 10 business days to show up on your statement, depending on your bank.

If a refund hasn't appeared after 10 business days, email us with your booking ID and we'll check its status.

Your receipts

You can find your booking receipts and invoices under Me > Invoice. See Accessing and saving booking receipts.

Questions about a refund? Email help@syzl.io or visit the support page in the app.