Refund Policy

Refund eligibility is set by the cancellation terms of the independent Supplier you booked with. Those terms are shown on the property page and confirmed in your booking summary before payment. The mechanics of how a refund actually reaches you are described below.

See the Cancellation Policy for the rules that determine whether a refund is owed.

Card payments made through Voyera are processed by Stripe. When a refund is due on a card payment, Voyera issues the refund through Stripe back to the original card used for the booking. We cannot refund to a different card or account.

Stripe typically settles a refund to your card within 5 to 10 business days, though some banks take longer. The exact timing is controlled by your card issuer, not by Voyera or Stripe.

Bank transfer balance payments (made via Wise) are refunded by bank transfer to the originating account or another account in the same name, as agreed at the time of refund.

Property prices are displayed in Japanese Yen (JPY) for transparency, since that is what the Supplier is paid in. Card payments are charged in Euros (EUR) by Stripe. Each booking summary shows both the JPY price and the EUR amount that will be charged.

Refunds are issued in the same currency that was charged (EUR for card payments). The exchange rate at the time of the refund may differ from the rate at the time of the original charge. Where this produces a difference of more than a small rounding amount, Voyera covers the gap so the EUR you receive back matches the EUR you paid.

Voyera does not deduct an administrative fee from refunds. Where a Supplier's cancellation terms specify a partial refund, the partial amount is what we return.

Card-network fees levied by your bank for the original transaction are typically not returned by the bank when a refund is issued. This is a banking-side cost outside Voyera's control.