Refund Policy

Every room on Tofiza is sold on one of two bases, shown on the room before you book and again on your invoice.

Refundable

Cancel before the cut-off shown on the room — commonly 24 hours before check-in — and you are refunded in full, including taxes and fees. Cancel after the cut-off, and no refund is due.

Non-refundable

Cheaper in exchange for certainty for the property. No refund is due if you cancel, at any point after booking.

Some rooms sell flexibility as an optional extra. If you ticked it, your booking is refundable on that extra’s terms even where the base rate was not — your confirmation email states which applies.

Refunds on this platform are all-or-nothing rather than pro-rated. Inside the cancellation window you are refunded the full amount you paid — the room, every extra you added, taxes and any service fee. We do not keep a booking fee.

Outside the window, and on non-refundable rates, the amount due is zero. You can still cancel the booking so the property knows not to expect you, but no money is returned.

• Sign in and open Manage Booking.
• Find the booking and choose Cancel. Before you confirm, the page tells you exactly what will be refunded — check that figure first.
• Confirm. We email you straight away with the cancellation and the refund amount.

Cancelling with us is what counts. Telling the hotel directly does not cancel a booking made here, and may leave you charged. If you cannot reach your booking, call 01931 113300 or email support@tofiza.com with your booking reference.

Refunds go back to the card or mobile wallet you paid with. We cannot send a refund to a different account — that is a rule of the payment gateway, not ours.

We release the refund to the gateway as soon as you cancel. Expect it to appear within 5 to 10 working days, depending on your bank. If it has not arrived after 10 working days, contact us with your booking reference and we will trace it.

Not arriving is treated as a cancellation with no notice, so the same rules apply — which on most rates means no refund. Checking out early is settled with the property directly; whether they refund unused nights is their decision, not ours.

If a property cannot honour your booking — an overbooking, a closure, damage to the room — you are refunded in full regardless of the rate you booked. Where you would rather still travel, we will help you find a comparable property for the same dates.

The same applies if we cancel a booking ourselves, for example where a price was listed in obvious error. You get everything back.

Raise it with the property while you are there — most problems are fixed fastest on the spot, and a property cannot put right what it does not know about.

If it is not resolved, contact us within 30 days of checking out with your booking reference and what happened. We will take it up with the property on your behalf. A refund in this situation is not automatic — it depends on what the property agrees or what we judge fair — but we will tell you the outcome either way.