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Refund Policy

Refund Policy for Accommodation Bookings

Clear, fair rules for cancellations and refunds across long-term rentals, shortlets and maintenance.

This Refund Policy outlines the conditions under which users may be eligible for refunds on Primecrib, including accommodation bookings (tenants and short-let guests), maintenance services, and subscription fees. The policy is designed to ensure transparency, protect the interests of all parties, and provide clear timelines and fair resolution procedures for refund requests.

Scope & definitions:

This policy applies to short-term (short-let), long-term (tenancy), and maintenance service engagements on PrimeCrib. It covers payments including rent, booking deposits, security deposits, service fees, subscription fees, and maintenance fees.

The policy governs cancellations and refunds at all stages, including before and after move-in, during occupancy, and after move-out, while remaining subject to applicable tenancy and housing laws.

Key Definitions
  • Booking Deposit – A payment made to reserve a property.
  • Security Deposit – A refundable amount held to cover damages, unpaid obligations, or breaches of agreement.
  • Move-in Date – The agreed date the tenant or guest takes possession of the property.
  • Move-out Date – The agreed date the tenant or guest vacates the property.
  • Cooling-off Period – A limited period after booking during which a cancellation may qualify for a full or partial refund, subject to applicable terms.

Before Tenant move-in

Where a tenant cancels a booking prior to the move-in date on PrimeCrib, the following refund terms apply:

  • Cooling-off Period:
    If cancellation occurs within the defined cooling-off period and the move-in date is more than seven (7) days away, the tenant may be eligible for a full or partial refund, subject to the listing terms and any non-recoverable costs already incurred by the landlord.
  • Outside Cooling-off Period:
    Where cancellation occurs after the cooling-off period:
    • The booking deposit may become non-refundable, and
    • Any advance rent paid may be partially refundable, depending on the notice period provided and the landlord’s ability to re-let the property.
  • Short Notice Cancellations:
    Where cancellation occurs within seven (7) days of the move-in date, refunds (if any) will be limited and subject to the specific listing terms, as well as any confirmed losses incurred by the landlord.

Before Check-in (Short-Let Bookings)

For short-let (short-term stay) bookings on PrimeCrib, refund eligibility is determined by the timing of cancellation relative to the scheduled check-in date.

  • Free Cancellation Window:
    Guests may be eligible for a full refund if cancellation is made within the defined cooling-off period and at least 120 hours (5 days) before the check-in date.
    Refunds are subject to specific listing terms and may exclude non-refundable service or processing fees.
  • Moderate Cancellation (Standard Window):
    If cancellation is made between 48 hours (2 days) to 120 hours (5 days) before check-in:
    • The guest may receive a partial refund of the booking amount.
    • The booking deposit and service fees may be non-refundable.
  • Late Cancellation:
    If cancellation is made less than 48 hours (2 days) before check-in:
    • The booking will be largely non-refundable, except at the discretion of the host or where the property is successfully rebooked.
  • Same-Day / No-Show:
    If the guest cancels on the check-in date or fails to check in ("no-show"):
    • No refund will be issued.
  • Exceptional Circumstances:
    Refunds may be considered outside the above conditions where:
    • The host is unable to provide the accommodation as agreed,
    • There are verified issues affecting habitability, or
    • Other extenuating circumstances are reviewed and approved by PrimeCrib.
  • Refund Processing:
    Approved refunds will be processed to the original payment method or user wallet.
    Applicable service fees and third-party charges may be deducted.

Tenant Refund Policy (After Move-In)

Once a tenant has taken possession of a property on PrimeCrib, refunds are generally limited and subject to the terms of the tenancy agreement.

  1. Early Termination by Tenant
    • Rent paid is non-refundable once the tenant has moved in.
    • Where a tenant vacates before the end of the lease:
      • Any refund of unused rent is subject to the agreed notice period, and
      • May depend on the landlord’s ability to re-let the property within that period.
  2. Property Not as Described / Habitability Issues

    A tenant may be eligible for a full or partial refund where:

    • The property is materially different from the listing, or
    • The property is uninhabitable or unsafe, and
    • The issue is reported within 24–48 hours of move-in, with supporting evidence.
  3. Landlord Default
    • The landlord fails to provide access to the property, or
    • The booking cannot be honored due to landlord-related issues.

Security Deposit (Tenancy)

  • The security deposit is held in escrow and is not treated as rent.
  • It may be used to cover:
    • Property damages beyond normal wear and tear
    • Outstanding rent or utility bills
    • Breach of tenancy terms
Security Deposit Refund
  • The deposit (or balance) will be refunded:
    • After move-out inspection, and
    • Within a defined period (e.g., 5–10 business days),
    • Less any verified deductions.
Disputes
  • Any deductions must be supported by inspection reports, photos, or invoices.
  • Disputes will be reviewed by PrimeCrib, and decisions are final and binding.

Short-Let Guest Refund Policy (After Check-In)

Once a guest has checked in on PrimeCrib, refunds are limited and depend on the nature and timing of the issue.

  1. Voluntary Early Checkout
    • Unused nights are generally non-refundable,
    • Unless the host agrees or the property is rebooked.
  2. Property Issues / Not as Advertised

    A guest may be eligible for a full or partial refund if:

    • The property is significantly different from the listing,
    • Essential amenities are missing or non-functional, or
    • The property is unsafe or unclean,

    AND

    • The issue is reported within 24 hours of check-in, with evidence.
  3. Host Failure
    • The host fails to provide access, or
    • The booking cannot be fulfilled as agreed.

Security Deposit (Short-Let)

  • A security deposit (if applicable) may be held to cover:
    • Damages
    • Missing items
    • Excess cleaning or rule violations
Security Deposit Release
  • The deposit is:
    • Held during the stay, and
    • Released within 24–72 hours after checkout,
    • Provided no damages or violations are reported.
Deductions
  • Any deductions must be:
    • Clearly itemized, and
    • Supported with evidence (photos, receipts, etc.).

Maintenance Fee

Job Confirmation & Dispute Window

  • Once a maintenance job is marked as completed by the artisan:
    • The tenant is required to confirm completion or raise a dispute within three (3) days.
    • If no action is taken within this period, the job will be automatically deemed as completed and accepted.
    • After this period, no refund requests will be honored.

Refund Eligibility

  • A maintenance fee may be eligible for refund under these conditions:
    • The artisan fails to complete the job as agreed, and
    • The tenant raises a dispute within the 3-day confirmation window, and
    • The issue is verified by PrimeCrib or through submitted evidence.

Non-Refundable Scenarios

  • The tenant confirms job completion
  • No dispute is raised within the 3-day confirmation window
  • The issue reported is due to normal wear and tear already disclosed
  • The tenant denies access or prevents job completion after scheduling

Partial Refunds (If Applicable)

  • In cases where:
    • The job was partially completed, or
    • The quality of work is below agreed standards,
    PrimeCrib may, at its discretion, issue a partial refund based on the extent of work completed.

Dispute Resolution

  • All disputes must be supported with clear evidence (photos, videos, or messages).
  • PrimeCrib will review submissions from both parties before making a final decision.
  • Decisions made by PrimeCrib are final and binding.

Refund Processing

  • Approved refunds will be processed back to the original payment source or user wallet.
  • Processing timelines may vary depending on the payment provider.

Strategic intent

Our goal is to create predictable, fair outcomes, not to punish one side or subsidize the other. By structuring refunds around timelines, evidence, and clearly stated listing policies, PrimeCrib becomes a neutral infrastructure layer for housing transactions, not an emotional referee.