Cancellation policy.
Beds, tours, groups and ALL IN trips each work differently. Find the one you booked — the deadline and the refund are on the same line.
Accommodation bookings
Beds and private rooms booked on our website or in the app.
The rule
Cancel at least 24 hours before check-in.
Check-in starts at 2PM, so the deadline is 2PM the day before.
Worked example
Cancel by
2PM Monday
Check-in
2PM Tuesday
Arriving Tuesday? You have until 2PM Monday to cancel for free.
Cancel inside that 24-hour window and you will be charged the balance of your first night’s stay.
No refund is processed for in-house guests who choose to shorten their stay.
How to cancel
It depends who you booked with — check before you email anyone.
If you booked with
Hostelworld or another third party
Cancel through that platform. We cannot cancel an OTA booking for you.
If you booked
Direct — in person, on the website or in the app
Email customer service and ask us to cancel the booking.
Important
Your cancellation is not confirmed until you have received an email back from us. No reply means it has not happened.
No-shows
If you do not turn up on the date you booked, your booking is cancelled and the full value of the booking is charged to your credit card.
If you turn up a day later instead, there is no guarantee we will have a room or a bed for you. When you do not appear on your check-in date we have to assume you are not coming, and the bed goes back on sale. Our hostels are always full or nearly full, so the odds are it has gone.
Double and triple check your booking dates.
Your reservation deposit
If you booked through an online travel agent.
Any deposit you paid at the time of booking on an OTA such as Hostelworld was a commission kept by that company. Mad Monkey does not receive deposits paid on external booking sites or apps.
Refunding that deposit is entirely the online travel agent’s decision — you will need to contact them about it.
Groups of 10 or more
Email us for approval before you book — not after.
Groups of 10 people or more must email groups@madmonkeyhostels.com for prior approval before booking.
We reserve the right to cancel, without notification, any 10+ reservation made online that has not been pre-approved by email. That is only because we cannot be sure we will meet your group’s needs unless we have spoken first.
Tours — Ha Giang Loop
How much comes back, and when you have to decide by.
- 100%
More than 30 days before departure
- 80%
15–30 days before the tour start date
- None
Within 14 days of the start date
Rescheduling may be possible, subject to availability.
- None
No-shows
No refund is issued and the full amount is charged.
- None
Unused or missed services
Including ground transportation, sightseeing, meals and accommodation.
ALL IN trips
Strict on cancellation, wide open on transfers.
Drafted 11 June 2026
$99 secures your spot. Spots are limited and heavily subsidised up front, so the cancellation policy is strict — and the transfer policy is not.
1 · Deposits & payments
- The $99 securement fee is strictly non-refundable and non-reimbursable, under any circumstances, from the moment it is paid.
- The remaining trip balance is automatically due exactly one week before the scheduled departure date.
2 · Cancellations & refunds
- Once your final balance is paid — one week before departure — the trip becomes 100% non-cancellable and no refunds are issued for any reason.
- No refunds or partial credits are given for unused or missed services during the trip, including ground transportation, sightseeing, activities, meals and accommodation.
- If you do not show up for departure, no refund or credit is provided and the full trip amount remains charged.
3 · Transfers
The flexible bit
100% transferable, up to the day before departure.
Your whole spot moves — the $99 and any balance you have paid. You find the substitute traveller; send us their registration details and we switch the name on the booking at no extra cost.
This policy sits alongside our Terms & Conditions and Privacy Policy. Where a specific tour or trip has its own terms, those terms apply to that booking.