Wanluv Cancellation Policies
Effective date: 10 September 2026
This page describes the cancellation policies available on Wanluv for Stays, Experiences, Transport, Key Drops & Extra Services and Shop orders. The cancellation policy that applies to your booking is shown on the listing page before you book and on your booking confirmation. Read this page together with our Refund & Rebooking Policy and Terms of Service.
Wanluv is operated by PNG EduTech Limited trading as Wanluv, Port Moresby, Papua New Guinea. All amounts are in PGK.
Important things to know
- Times are local to the listing. Cancellation and confirmation deadlines are based on the time zone of the listing (Papua New Guinea Time, UTC+10, for all PNG listings).
- "Full refund" means the price set by the host including any taxes. Wanluv guest service fees are refunded in full when a guest cancels within the 24-hour free cancellation window or when a host cancels; otherwise the guest service fee is non-refundable.
- 24-hour free cancellation. All standard Stay policies (stays under 28 nights) include a free cancellation period: guests can cancel for a full refund, including taxes and Wanluv fees, up to 24 hours after the booking is confirmed, as long as the booking was confirmed at least 7 days before check-in.
- Hosts choose their policy from the options below when they list. Hosts must make sure the policy they choose complies with any local rules that apply to them.
- How to cancel. Go to Trips (guests) or Reservations (hosts) in the Wanluv app, open the booking, and tap Cancel reservation. The refund amount is shown before you confirm.
Part A — Stays
A1. Standard policies for shorter stays (27 nights or fewer)
| Policy | Free cancellation until | If cancelled after that |
|---|---|---|
| Flexible | 24 hours before check-in — full refund including taxes; host not paid | Guest is refunded pro-rated taxes only for unspent nights; host is paid for each night stayed plus one additional night |
| Moderate | 5 days before check-in — full refund including taxes; host not paid | Guest refunded pro-rated taxes; host paid for nights stayed plus one additional night, plus 50% of all unspent nights |
| Limited | 14 days before check-in — full refund including taxes; host not paid | Cancelled 7–14 days before check-in (after the 24-hour window): 50% refund including full taxes; host paid 50% of all nights. Cancelled less than 7 days before check-in: refund of pro-rated taxes only; host paid 100% |
| Firm | 30 days before check-in — full refund including taxes; host not paid | Cancelled 7–30 days before check-in (after the 24-hour window): 50% refund including full taxes; host paid 50% of all nights. Cancelled less than 7 days before check-in: refund of pro-rated taxes only; host paid 100% |
The following policies are available only to hosts invited by Wanluv (for example, established guesthouses and serviced apartments):
| Policy | Terms |
|---|---|
| Strict | Cancelled 7 or more days before check-in (after the 24-hour window): 50% refund including full taxes; host paid 50%. Less than 7 days: refund of pro-rated taxes only; host paid 100% |
| Super Strict 30 days | Cancelled at least 30 days before check-in (after the 24-hour window): 50% refund; host paid 50%. Less than 30 days: pro-rated taxes only; host paid 100% |
| Super Strict 60 days | Cancelled at least 60 days before check-in (after the 24-hour window): 50% refund; host paid 50%. Less than 60 days: pro-rated taxes only; host paid 100% |
A2. Long-term policies for monthly stays (28 nights or more)
| Policy | Terms |
|---|---|
| Firm | Full refund including taxes if cancelled at least 30 days before check-in. After that, guest receives a full refund of taxes and the host is paid 100% for all nights spent plus the next 30 nights. If fewer than 30 nights remain, the host is paid for all remaining nights and the guest gets a pro-rated refund of taxes |
| Strict | Full refund including taxes only if cancelled within 48 hours of booking and at least 28 days before check-in. After that, guest receives a full refund of taxes and the host is paid 100% for nights already spent plus the next 30 nights. If fewer than 30 nights remain, host is paid for all remaining nights |
A3. Non-refundable option (discounted rate)
Hosts may offer a non-refundable rate for shorter stays at a discount (typically 10%). If a guest books the non-refundable rate and cancels, no refund is given — except within the standard 24-hour free cancellation window described above, which still applies.
A4. Early check-out
If a guest checks out early, any refund for unspent nights follows the listing's cancellation policy as if the guest cancelled the remaining nights at the moment of check-out. Hosts may agree to a larger refund through the Resolution Centre at their discretion.
A5. When a host's cancellation policy may be overridden
A guest may be able to cancel for a full or partial refund regardless of the host's policy if:
- the cancellation is because of a Major Disruptive Event (see below); or
- the cancellation is due to an issue covered under the Refund & Rebooking Policy.
If a host has already been paid and their policy is overridden, Wanluv may recover the amount owed from the host's next scheduled payout(s), as provided in the Terms of Service.
A6. Host cancellations
Hosts should only cancel in exceptional circumstances. When a host cancels a confirmed booking:
- the guest receives a full refund automatically (see Refund & Rebooking Policy, Part A1);
- the calendar is blocked for the cancelled dates;
- a host cancellation fee of K50 or 10% of the booking value (whichever is greater) may be deducted from the host's next payout, and repeated cancellations may lead to listing suspension.
Part B — Experiences
Every Experience shows one of these policies on its listing:
| Policy | Free cancellation | After that |
|---|---|---|
| Flexible | Until 24 hours before the start time — full refund | No refund |
| Standard | Until 7 days before the start time — full refund; 24 hours to 7 days before — 50% refund | No refund inside 24 hours |
| Strict | Until 14 days before the start time — full refund; 7–14 days before — 50% refund | No refund inside 7 days |
Experiences booked less than 48 hours before start time can be cancelled for a full refund only within 1 hour of booking.
Missed the deadline? Guests can still ask the host for an exception: open the booking, tap Cancel reservation, choose your reason, then tap Request an exception. The host has 24 hours to respond; any refund outside the policy is at the host's discretion.
Host cancellations of an Experience always give the guest a full refund unless the cancellation was caused by the guest.
Weather and safety. Hosts may cancel or reschedule an Experience for genuine weather or safety reasons (for example, sea conditions for a boat tour, or an official security advisory). Guests will be offered a new date or a full refund.
Part C — Transport (ride-share, taxis, transfers)
| Booking type | Cancellation terms |
|---|---|
| On-demand ride | Free cancellation within 3 minutes of the driver accepting, or at any time before the driver is assigned. After that, a cancellation fee of K10 (or the amount shown in the app) applies. |
| Scheduled ride / transfer (booked in advance) | Free cancellation until 2 hours before the scheduled pick-up. Cancelled inside 2 hours: 50% of the fare. Cancelled after the driver has arrived: 100% of the fare, capped at K150. |
| Guest no-show | If the guest does not appear within 10 minutes of the driver arriving at the pick-up point, the ride is treated as a no-show and charged as a late cancellation. |
| Driver cancellation / no-show | Full refund of any prepaid amount, automatically. See the Refund & Rebooking Policy, Part B. |
Part D — Key Drops & Extra Services
Key Drops and on-request services (cleaning, laundry, luggage hold, cooking, and similar) are booked for a specific time slot.
- Free cancellation until 12 hours before the scheduled time — full refund.
- Cancelled inside 12 hours — 50% of the service fee.
- Cancelled after the provider has arrived, or no-show — 100% of the service fee.
- A Key Drop that is cancelled because the related Stay was cancelled follows the Stay's cancellation outcome: if the Stay is refunded in full, so is the Key Drop.
Part E — Shop orders
- Orders can be cancelled for a full refund before the seller marks them as dispatched. Cancel from the order page in the app.
- Once an order has been dispatched it cannot be cancelled, but it may be returned under the Shop section of the Refund & Rebooking Policy and the Delivery Policy.
- Made-to-order and perishable items cannot be cancelled once the seller has confirmed the order.
Major Disruptive Events
Wanluv may allow a cancellation with a full refund, regardless of the cancellation policy, when a large-scale event prevents or legally prohibits completion of a booking at the listing or service location. Examples include: a declared state of emergency or public-health emergency; government travel restrictions; closure of the relevant airport or port; a natural disaster such as an earthquake, volcanic eruption, cyclone, flooding or landslide; or civil unrest or an official security lockdown affecting the area.
This does not cover events that are foreseeable or personal to the guest, such as illness, injury, a change of plans, visa or passport problems, a domestic flight delay or cancellation, ordinary heavy rain, or road closures that only make travel less convenient. Guests who want protection against those risks should arrange travel insurance.
To ask whether the Major Disruptive Events policy applies to your booking, contact Wanluv Support with your booking number.
Coupons and Wanluv Credit
Coupons are non-refundable and cannot be reused after a cancellation. Refunds of bookings paid with Wanluv Credit are returned as Wanluv Credit in line with the applicable cancellation policy.
When you will receive your refund
Approved refunds go back to the original payment method and typically appear within 5–10 business days for card payments processed through Kina Bank IPG. See the Refund & Rebooking Policy, Part D1.
If your policy isn't described here
We sometimes test new cancellation policies. If the policy on your booking isn't described on this page, the terms shown in your booking details apply.
Contact
Wanluv Support — support@wanluv.com · Phone/WhatsApp: +675 70659262 · in-app Help → Contact us.