Cancelling a trip within 48 hours, but not getting Service Fees back

[Kim457]

Hello,

I specifically booked a trip with a Moderate policy so that if all my friends couldnt commit to the large house then I would get all money refunded, including the service charge within 48 hours.

But when I go to cancel, it is advising I will get full refund, excluding the service charge.

Please can someone advise why? Thanks!

[Marcus0]

Hi @Kim457 if you cancelled within 48 hours of booking under a moderate policy, then you should have been refunded the service fee as well.  I´d suggest you contact Airbnb direct if this is the case.

https://www.airbnb.com/home/cancellation_policies#moderate

I am not sure from your description above if you expected, under a moderate policy that you could cancel anytime and get all your money back within 48 hours??