How can we help?
Browse common topics below or jump directly to Guest or Host support.
Account & Login
Sign up, OTP verification, login issues, and account access.
Bookings & Stays
How to book, cancel, extend stays, and manage reservations.
Payments & Refunds
Secure payments, refund timelines, and pricing clarity.
Issues & Disputes
Property issues, cancellations, no-shows, and reviews.
Hosting & Listings
Create listings, approvals, availability, and policies.
Host Payments
Payout dates, checkout rules, and bank processing times.
Platform Fees
Commission structure, deductions, and payout calculations.
Safety & Trust
Verification, secure payments, and platform protection.
Understanding Cancellations and Refunds
How do cancellations and refunds work?
Airspaces uses a standardised cancellation system. Refunds are calculated automatically based on the listing’s cancellation policy, the time of cancellation, and the check-in date. Refund percentages are fixed and cannot be changed by Hosts.
What cancellation policies are available?
Each listing uses one of the following policies: Strict, Moderate, Flexible, or No Cancellation Policy. The applicable policy is shown before booking.
What is the Strict cancellation policy?
100% refund within 24 hours of booking. 50% refund if cancelled 7 days or more before check-in. No refund otherwise.
What is the Moderate cancellation policy?
100% refund within 48 hours of booking or 14+ days before check-in. 50% refund if cancelled 7 days or more before check-in. No refund otherwise.
What is the Flexible cancellation policy?
100% refund within 48 hours of booking or 14+ days before check-in. 50% refund if cancelled 7 days or more before check-in. 25% refund if cancelled 24 hours or more before check-in. No refund otherwise.
What does “No Cancellation Policy” mean?
Listings with no cancellation policy are non-refundable. Any refund is entirely at the discretion of Airspaces administration.
Are platform or payment fees refundable?
Platform service fees, payment gateway fees, banking fees, and third-party charges may be non-refundable.
Do power outages or load shedding qualify for refunds?
No. Power outages, load shedding, and municipal service disruptions are known conditions in South Africa and do not automatically entitle Guests to refunds.
What happens if I initiate a chargeback?
Chargebacks or payment disputes initiated outside the platform may result in account suspension or recovery actions.
Can I customise refund percentages?
No. Refund percentages are fixed by the Airspaces system. Hosts cannot customise refund amounts.
Which cancellation policies can I choose?
Hosts may select Strict, Moderate, Flexible, or No Cancellation Policy. Only one policy may be applied per listing.
Can I add my own cancellation wording?
Yes, for informational purposes only. Custom text does not affect refund calculations.
What happens if I cancel a booking?
Guests may receive a full refund. Penalties or account restrictions may apply. Repeated cancellations may result in suspension.
Are Hosts liable for power outages or municipal shutdowns?
No. These are considered force majeure events and do not automatically require refunds.
Can Airspaces override refunds?
Yes. Airspaces may override refunds in exceptional cases. All decisions are final.
Guest FAQs
Account & Authentication
How do I create an account?
Sign up using your email address and verify your account using the One-Time Password (OTP) sent to you.
I didn’t receive my OTP.
Please check your spam or promotions folder. If it hasn’t arrived, request a new OTP from the login screen.
Bookings & Reservations
How do I make a booking?
Browse listings, select your dates, review pricing, and complete secure checkout through Airspaces.
Can I cancel a booking?
Yes. Cancellation policies vary by listing. All approved refunds for cancelled bookings are processed directly by Airspaces.
What happens if I don’t show up or check out early?
No-shows and early checkouts are handled according to the listing’s cancellation policy.
Can I extend my stay after booking?
Extensions must be requested and paid for through Airspaces. Off-platform payments are not permitted.
Payments & Refunds
When will I receive my refund?
Approved refunds are processed by Airspaces and typically take 10–14 business days to reflect, depending on your bank.
Is my payment information secure?
Yes. All payments are encrypted and processed through trusted payment providers.
Can I pay a host directly?
No. All payments must be completed through Airspaces to ensure security, support, and dispute protection.
Issues, Disputes & Reviews
What if there is an issue with the property during my stay?
Issues must be reported through the platform as soon as possible. Airspaces will assess the matter in line with platform policies.
How do reviews work?
Guests can leave reviews after checkout. Reviews help maintain platform quality and transparency.
Host FAQs
Listings & Hosting
How do I create a listing?
Log in to your account, select “Create Listing”, and follow the step-by-step process to add details, pricing, and availability.
Does my listing need approval?
Yes. All new listings are reviewed to ensure quality, accuracy, and compliance before publication.
Can hosts cancel a confirmed booking?
Hosts may only cancel under exceptional circumstances. Repeated cancellations may affect listing visibility or account status.
Host Payments
When do hosts get paid?
Host payouts are processed on the 10th, 20th, and 30th of every month. Payments may take 24–48 hours to reflect depending on the host’s bank.
Why haven’t I received my host payment?
Hosts can only be paid once a guest has successfully checked out. If a guest has not checked out, payment cannot be requested or settled.
Do guests need to check out before hosts are paid?
Yes. Guest checkout is required before a host can request payment and receive settlement.
Platform Fees & Commission
What commission does Airspaces charge?
Airspaces charges a 12% platform fee on every booking made through the platform.
Can commission fees affect my payout?
Yes. In certain cases, commission or platform-related charges may apply, especially where guests incur additional charges. Hosts may receive a full or partial payout depending on the booking circumstances.
Damages, Disputes & Compliance
What if a guest causes damage to my property?
Guests may be held responsible for damages in line with the listing’s terms and evidence provided.
Can my host account be suspended?
Accounts may be suspended for policy violations, misuse of the platform, or repeated disputes.
Still need help?
If you can’t find what you’re looking for, our support team is ready to assist.
Contact Support