Last updated: 17 October 2026 · Part of the FINDR Terms of Service.
When you book a stay through FINDR, you see the cancellation policy before you confirm and pay. For hotels that manage their own rooms on FINDR, the property sets its own cancellation policy. For hotels FINDR books for you on request, FINDR sets the policy (see "Hotels we book for you on request" below). The policy shown at the time you book is the one that applies to your booking. A property changing its policy later does not change the terms of a booking already made.
Every property uses one of three standard policies:
- Flexible. Cancel any time before the day of check-in for a full refund of what you paid online.
- Moderate. Cancel 5 or more days before check-in for a full refund. Cancel within 5 days of check-in and you are refunded 50 percent of what you paid online.
- Strict. Cancel 14 or more days before check-in for a full refund. Cancel 7 to 14 days before check-in and you are refunded 50 percent of what you paid online. Cancel within 7 days of check-in and no refund is due.
Hotels we book for you on request
Many hotels are listed on FINDR but do not manage rooms in the app. For these you can send a booking request with your dates, number of guests and rooms, and any preferences. This section explains how that works and what you agree to when you use it.
- FINDR is your concierge agent. When you send a request, you ask FINDR to act as your concierge and booking agent. A FINDR concierge contacts the hotel on your behalf, asks whether it has a room for your dates and at what price, and sends you the answer in the app. FINDR does not own or run the hotel and is not the provider of the room or the stay.
- Your contract is with the hotel. When you accept the price and pay, the contract for your stay is between you and the hotel. FINDR collects your payment as your agent and passes it to the hotel after you check in.
- What you allow FINDR to do. By sending a request you allow FINDR to contact the hotel on your behalf; to share your details with the hotel so it can arrange your stay (your name, your phone number, your dates, number of guests and rooms, room type and any notes you added); and, if you pay, to arrange the booking with the hotel and pay the hotel the agreed price. Nothing is booked or charged until you accept the price and pay.
- The price. The price you are shown is the total for your stay. It includes FINDR's charge for arranging the booking and handling the payment, and is rounded up to the next whole cedi. You see it, and the cancellation policy that applies, before you pay.
- The price is held for 2 hours. A price we send you is held for 2 hours. If you have not paid by then, the price expires, you are not charged, and you can send a new request. A new price may be different.
- If the hotel cannot take you before you pay. If the hotel has no room or does not answer, we tell you in the app. You have not been charged.
- If the hotel cannot take you after you pay. If you have paid and the hotel then cannot take you, the booking is cancelled and FINDR returns your payment in full, including FINDR's charge. The cancellation policy below does not reduce it. A card payment is returned to the same card. A Mobile Money payment is returned to the Mobile Money number that paid. A payment made from your FINDR Wallet is returned to your FINDR Wallet.
- If you cancel later. FINDR sets the Moderate cancellation policy for hotels it books on request, and shows it to you before you pay. Under Moderate, if you cancel 5 or more days before check-in you are refunded in full; if you cancel within 5 days of check-in you are refunded 50 percent of what you paid. You can cancel in the FINDR app until the day before check-in. The refund goes back as described in "How refunds are paid" below.
- The hotel's performance. The room, the stay and the hotel's service are the hotel's responsibility. FINDR acts only as your agent for the request and the payment. To the fullest extent the law allows, FINDR and Feria Information Systems (FIS) are not liable for anything the hotel does or fails to do, including the room not matching what was described, the quality of the stay, or the hotel not honouring the booking when you arrive. If something goes wrong when you arrive, contact FINDR support and we will contact the hotel on your behalf and help you where we can. Nothing in this policy limits any right you have under Ghana law that cannot be excluded.
How to cancel
You can cancel a booking yourself in the FINDR app up until the day before check-in. The app shows you the exact refund you will receive under your booking's policy before you confirm. From the check-in day onward, cancellations are handled by the property directly. Contact them to discuss options. If FINDR booked the stay for you on request, contact FINDR support first and we will help you reach the hotel.
What is refunded
Refunds are calculated on the amount you actually paid online for the room. If part of your stay was covered by FINDR rewards credit, that credit was funded by FINDR rather than paid by you, so it is not returned as cash. Stays booked in the FINDR app are prepaid (Mobile Money, card or your FINDR Wallet), so a cancellation is refunded as described here. Bookings arranged directly with the property and paid in cash at its front desk collect nothing online, so cancelling one moves nothing and there is no online refund to make. For hotels booked on request, the amount you paid is the single price shown to you, including FINDR's charge, and refunds are worked out on that whole amount.
How refunds are paid
- Paid from your FINDR Wallet: the refund is returned to your FINDR Wallet.
- Paid by card: the refund is returned to the same card, through our payment processor.
- Paid by Mobile Money: the refund is returned to the Mobile Money number that paid. If we cannot match that number, we may ask you to confirm which number to use.
- The time a refund takes to appear depends on your bank or Mobile Money provider and is outside FINDR's control.
No-shows and changes
If you do not arrive for a booked stay (a no-show), no automatic refund is issued. A no-show is handled by the property under its own terms. FINDR does not currently support changing the dates of an existing booking in the app. To change dates, cancel (subject to the policy above) and rebook, or contact the property.
Bookings made by the property
A property may create a booking on your behalf for a walk-in or direct reservation. Those bookings follow the same cancellation policy the property has set. A stay that FINDR books for you on request is covered in "Hotels we book for you on request" above.