You can cancel for free until the free-cancel deadline on the booking. After that, the booking is non-refundable.
Where do I see the cancellation policy?
The cancellation policy is shown on the rate before you book and on the booking after. After the free-cancel deadline, the booking is non-refundable.
How do I cancel a booking?
Open the booking in Tern.
Check the cancellation schedule to see whether the booking is still fully refundable.
Click Cancel at the top of the screen.
Confirm the cancellation.
When you confirm, Tern cancels the booking and starts the refund to your client's original card. If you cancel inside the free-cancel window, your client is fully refunded. The refund takes 7 to 10 business days to appear.
The cancelled hotel is hidden from your client's itinerary and removed from the trip's total payments. You can book another hotel right away.
How do I change dates, add a night, or change the guest name?
Inside the free-cancel window: cancel the booking, then make a new one. There's no cost.
After the free-cancel deadline: tell us in chat. Tern can ask the hotel for the change. Changes aren't guaranteed, and the hotel may charge a fee for them. Tern tells you about any fee before the change is made.
Can I still cancel after midnight on check-in day?
Tell us in chat right away. A cancellation on the check-in day is urgent, and Tern's team calls you back. Outside the free cancellation window, Tern likely can't refund it, but the team will check with the hotel.
Common issues
I cancelled, but the booking still shows active. The cancellation is completed and your client is refunded per the cancellation policy shown at booking. If it still shows active, tell us in chat.
My client cancelled directly with the hotel. Tell us in chat. Tern cancels it with the supplier for you. The refund follows the cancellation policy as of when Tern cancels. Always cancel in Tern. A cancellation made only with the hotel doesn't reach the Tern team.