Refund Policy

Guest-Initiated Cancellations

Standard Bookings (Not during high-demand periods or for premium properties):

• Refund: Guests who cancel their reservation at least 14 days before the check-in date will receive a 75% refund of the booking amount (including accommodation fees, cleaning fees, and any applicable service fees) and 100% refund of security deposits.

• Partial Refund (60%): If the cancellation is made between 7 to 13 days before check-in, guests are eligible for a 60% refund of the booking amount (including accommodation fees, cleaning fees, and any applicable service fees). and 100% refund of security deposits. Service fees from third-party payment processors are non-refundable.

• No Refund: Cancellations made within 7 days of check-in or on the check-in date will not receive a refund for the accommodation fees, cleaning fees, or any service fees. No-shows (failure to check in without prior notice) also result in no refund. However, Any security deposits made will be refunded in full.

High-Demand Periods or Premium Properties:

• Refund: For high-demand periods (e.g., holiday seasons, peak travel times) or premium properties, a 65% refund of accommodation fee is provided as well as 100% security deposit if the reservation is canceled at least 14 days before the check-in date.

• Partial Refund (50%): Cancellations made between 7 to 13 days before check-in will be eligible for a 50% refund of the accommodation fee and 100% of any security deposit made. Service fees, if applicable, are non-refundable.

• No Refund: Cancellations made within 7 days of check-in or for no-shows are not eligible for refunds. However, Any security deposits made will be refunded in full.

Early Check-Outs:

• If guests decide to check out earlier than the scheduled check-out date, no refunds will be issued for the unused portion of the stay.

Host-Initiated Cancellations or Misrepresentation

Host Cancellations:

• In the rare event that a host cancels a reservation, the guest will receive a 100% refund of all fees paid, including service fees, within 5 business days of the cancellation

Additionally, we will work with the guest to secure alternative accommodations of a similar standard, if possible.

Property Misrepresentation:

If upon arrival, the property does not meet the description provided in the listing which includes but is not limited to inaccurate location, false property images, missing amenities, cleanliness issues, or safety concerns, the guest must report these issues immediately. After verification of the complaint, we will:

• Offer a full refund if the guest chooses to vacate the property immediately

• Offer a partial refund if the guest opts to stay but the issue significantly impacts the quality of the stay (e.g., missing advertised amenities or a severe cleanliness issue).

• Refunds in these cases will be processed within 7 business days of the resolution of the complaint.

Force Majeure Events (Unforeseen Circumstances)

In cases where unforeseen events beyond the control of either party (such as natural disasters, pandemics, travel restrictions, or government-mandated evacuations) prevent the guest from reaching or staying at the property, the following policies apply:

• If the cancellation is made before check-in, a full refund will be issued, including all fees.

• If the event occurs during the stay, the refund will be issued on a pro-rata basis, covering the unused portion of the stay.

• Requests for refunds under force majeure must be submitted with supporting documentation (e.g., government notices, flight cancellations).

Refund Process and Timeline

• Processing Time: Refunds are processed within 7 business days of the cancellation or resolution of the issue. In some cases, delays may occur due to bank or payment processing times.

• Refund Method: Refunds will be issued to the original payment method used at the time of booking. Guests are responsible for ensuring that the payment method remains valid during the refund process. We are not liable for any delays or issues related to changes in the payment method (e.g., expired credit cards, closed accounts, account change).

• Non-Refundable Fees: Depending on the payment processor or third-party services, certain service fees (e.g., transaction fees, currency exchange fees) may not be refundable, especially if cancellation occurs close to the check-in date.

Security Deposits

• If a refundable security deposit was collected at the time of booking, it will be returned in full if there are no damages to the property, and no house rules were violated during the stay. Security deposits will be refunded within 7 days of check-out, subject to inspection of the property.

• In cases where damages or violations are reported, a portion or the full amount of the security deposit may be withheld. Any deductions will be itemized and communicated to the guest within 5 days of check-out.

Modifications to Reservations

• Date Changes: If a guest wishes to modify the check-in or check-out dates, this will be subject to availability and the host’s approval. Any increase in nightly rates due to date changes will be charged to the guest.

• Shortened Stays: Requests to shorten the stay will be treated as a partial cancellation and are subject to the same refund policy as outlined above, depending on the notice period given before the modified check-in date.

Special Requests and Exceptions

We understand that unexpected events can happen. In cases where guests face emergencies (e.g., medical issues, family emergencies), we encourage them to contact us immediately. While the standard refund policies will apply, we may offer additional flexibility or work with the guest on a case-by-case basis, depending on the situation.

This refund policy ensures transparency for both guests and hosts while providing a clear understanding of what is refundable and under what conditions. If you have any further questions or need assistance, please contact our support team at support@hunthq.co.