Refund Policy for Accommodation Bookings

This Refund Policy establishes clear guidelines governing refund eligibility when a tenant decides not to proceed with or continue an accommodation booking made through the platform. The objective is to protect both landlords and tenants by providing transparent criteria, defined timelines, and fair resolution procedures.

Scope & definitions

The policy applies to short-term and long-term accommodation bookings, including rent, booking deposits, security deposits, and service fees. It covers cancellations before and after move-in, while respecting applicable tenancy and housing laws.

Key terms include booking deposit (to reserve a property), security deposit (held against damages or unpaid obligations), move-in date, and cooling-off period (a short window after booking where partial or full refunds may apply).

Before move-in

Within a defined cooling-off period, and where move-in is more than a set number of days away, tenants may be eligible for full or partial refunds depending on listing terms and any non-recoverable costs incurred by the landlord. Outside that window, booking deposits may become non-refundable and advance rent may only be partially refunded, subject to notice periods and re-letting.

After move-in & security deposits

For early termination after move-in, refund eligibility depends on lease duration, notice periods, replacement tenants, outstanding obligations, and inspection outcomes. Security deposits are refunded after move-out and inspection, minus documented damages beyond normal wear and tear and any unpaid dues, within a defined timeframe.