Refund Policy

1. General Overview

We strive to offer a secure and seamless booking experience for both guests and hosts. Our refund policy is designed to ensure fairness in cases of cancellations, issues with accommodations, or other unexpected events.

2. Cancellation by Guests

Guests may cancel their booking at any time; however, the amount refunded depends on the cancellation policy selected by the host. The following options typically apply:

• Flexible Cancellation: Full refund if cancelled up to 24 hours before check-in.
• Moderate Cancellation: Full refund if cancelled within 5 days before check-in.
• Strict Cancellation: Partial refund based on the number of days before check-in, typically 50% up to 7 days before check-in.
• Super Strict or Non-refundable: Limited or no refund after booking.

In case of a refund request, guests will be refunded to the original payment method used at the time of booking.

3. Cancellation by Hosts

If a host cancels a booking, guests are entitled to a full refund, including any service fees. Additionally, the platform may provide assistance with finding an alternative accommodation, if available. In cases of host cancellations, guests may also be entitled to compensation or credit for the inconvenience caused.

4. Refunds for Issues During Stay

If a guest experiences significant issues during their stay (e.g., property is not as described, there are safety concerns, or the property is uninhabitable), the following options may apply:

• Partial Refund: If the issue is resolved but it affects the guest’s experience, a partial refund or discount may be offered.
• Full Refund: If the guest is forced to leave or the issue is severe, a full refund may be issued.
• Guests are encouraged to notify the platform and the host as soon as possible, preferably within 24 hours of the issue occurring.

5. Force Majeure Events

In cases of extreme situations (e.g., natural disasters, pandemics, government-imposed travel restrictions), guests and hosts may be eligible for a full or partial refund, depending on the circumstances and availability of alternative accommodations.

6. How Refunds Are Processed

Refunds are typically processed within 7–10 business days, depending on the payment method. Refunds will be issued to the same method used to make the booking. Please note that the payment gateway fee (approximately 3%) is non-refundable.

• Service Fees: In some cases, the platform may charge a non-refundable service fee. Please check the booking terms for details.
• Payment Gateway Charges: A non-refundable payment gateway charge may apply to each transaction. This fee is charged by the payment processor for handling payments and is not refundable under any circumstances, even if the booking is cancelled or refunded.
• These charges may include transaction fees, processing fees, and other charges levied by third-party payment providers.

8. Special Exceptions

In certain circumstances, exceptions to the refund policy may be made. This includes situations such as medical emergencies, changes in travel plans due to unforeseen events, or other special considerations. Guests should reach out to customer service for assistance in such cases.

9. Dispute Resolution

If a guest and host are unable to resolve the issue directly, the platform may mediate and offer a decision based on the facts and policies outlined. If necessary, the platform’s customer service team can provide additional assistance in resolving the dispute.

Important Notes:

• Guests: Be sure to read the host’s specific cancellation policy before booking, as it may differ from the platform’s standard refund policy.
• Hosts: Ensure your property listing has clear and accurate information, as failure to comply with listing guidelines may result in penalties or loss of eligibility for certain protections.