Booking, cancellation & refund policy
What happens when a guest cancels, changes or disputes a booking made through BUUKUS.
Last updated 27 October 2026
The property sets the rules
Every rate shown on buukus.com or on a property’s own website carries its own terms: whether it can be cancelled for free, until when, whether a deposit or the full amount is charged online, and what happens in a no-show. The terms you see when you book are the terms that apply, and they are repeated in your confirmation email.
Cancelling or changing a booking
You can cancel or change a booking with the code and email address from your confirmation using Find my booking on buukus.com, or by contacting the property. If you cancel inside the free-cancellation period you are refunded in full. After it, the penalty shown in the rate terms (for example the first night, or a percentage) is kept by the property. Non-refundable rates cannot be cancelled or changed.
How refunds are paid
Refunds are returned to the card or account used to pay, through the same payment gateway. Once the property approves or the free-cancellation rules apply, we start the refund immediately. Banks usually credit it within 7 business days, but this can take longer. BUUKUS cannot speed up a bank’s processing.
If the property cancels or cannot host you
If a property cancels your booking, or cannot provide the room you booked, you are entitled to a full refund of what you paid online. The property will normally help you find alternative accommodation.
Disputes
Please first contact the property directly — most issues are resolved quickly. If you cannot resolve a problem, write to support@buukus.com with your booking code and we will review it with the property. We may hold the booking payment while a dispute is open. Disputes about the quality of a stay are between you and the property; BUUKUS facilitates but does not guarantee outcomes.
Fees you pay
BUUKUS does not charge guests a booking fee unless it is shown before you pay. Currency conversion or foreign-transaction charges applied by your bank are not refundable by BUUKUS.
Chargebacks
Please contact us before raising a chargeback with your bank. Chargebacks can delay refunds and may result in the booking being cancelled.