Cancellation Policy

HelloBalkan does not take payments. Cancellations and refunds are handled directly between the guest and the host. This page explains the standard rules, so that both sides know what to expect.

Before the host answers

You can withdraw a booking request at any time, free of charge. Write to the host or to us. If the host does not answer within 48 hours, the request expires on its own and the nights are released.

After the host accepts

Unless the listing clearly says otherwise, our standard policy applies:

• More than 14 days before check-in: free cancellation. The host returns any deposit or prepayment in full within 14 days.
• 14 days or less before check-in: the terms shown under “Things to know” in the listing apply. Hosts must state any stricter terms in the listing before you send a request. If you have not agreed to stricter terms, ask the host and try to agree a fair solution.

Always check the “Things to know” section of the stay before you send a request.

If the host cancels

A host who has accepted a booking must keep it. If a host has to cancel, they must tell the guest immediately, refund every payment in full within 7 days and help the guest find another stay if possible. Hosts who cancel confirmed bookings repeatedly may be removed from HelloBalkan.

Changing dates

Ask the host. A change depends on availability and on the host’s agreement. Any new price is confirmed in writing before the change.

No-show or leaving early

If you do not arrive or you leave early, you are not entitled to a refund unless the host agrees.

Unexpected events

Events outside anyone’s control, such as severe weather, a natural disaster or a government travel ban, are handled between guest and host under the law that applies to the rental agreement. We encourage both sides to be fair and to agree a solution in good time. We recommend that guests take out travel insurance.

Your consumer rights

Under EU consumer law the usual 14-day right of withdrawal does not apply to accommodation booked for specific dates. Your other statutory rights are not affected by this page.

Host fees

Listing on HelloBalkan is free at the moment. If a listing fee applies in the future, you can ask for a full refund within 14 days of your first payment. After that the fee is not refundable. See the Host Terms.

How to cancel

Reply to the confirmation email from the host, or write to info@poppo.se and we will pass your message on. Keep the confirmation so that you have a written record.

Last updated: 4 November 2026.