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Homeyhuts Cancellation and Refund Policy

Introduction

At Homeyhuts, we are committed to providing a positive and seamless experience for both guests and hosts. This Cancellation and Refund Policy outlines the procedures, conditions, and responsibilities related to cancellations, refunds, and rebooking. Both guests and hosts are expected to familiarize themselves with and uphold this policy to ensure a smooth and transparent booking experience.

Book Direct with Host

When guests book directly with a host using the "Book Direct" option on Homeyhuts:

    1. Direct Responsibility:The host and guest are solely responsible for the agreed-upon terms, including pricing, services, and stay conditions. Homeyhuts does not handle payments or cancellations in these cases.
    2. Written Communication is Key:Guests must get all terms of the booking—such as cancellation/refund policies, inclusions, check-in instructions, and house rules—in writing from the host before confirming.
    3. Disputes and Support:Homeyhuts does not mediate or intervene in direct booking disputes, and no refunds will be processed by Homeyhuts. However, we encourage both parties to communicate clearly and respectfully.
    4. Host Verification:While Homeyhuts verifies hosts and properties listed on the platform, we recommend guests conduct their own due diligence before confirming a direct booking.
Host Responsibilities
    1. Host Cancellations:Hosts are generally not permitted to cancel reservations to prevent inconvenience to guests. However, in rare and extraordinary situations—such as unforeseen damage to the property, natural disasters, or other events beyond the host's control—the host may need to cancel.
      • Refunds: If a host cancels a reservation before check-in, the guest will receive a full refund.
      • Rebooking Assistance: Homeyhuts may assist the guest in finding an alternative property, depending on availability. However, this is not guaranteed, and the host may be subject to penalties for frequent cancellations.
    2. Documenting Cancellations:In the event of an unforeseen cancellation by the host, the host must provide a valid reason to Homeyhuts for the cancellation. The host may face consequences such as reduced visibility on the platform or financial penalties if cancellations become frequent or unjustified.
Host and Guest Responsibilities During Stay
    1. Reservation Issues During Stay:If a guest encounters any issues with the reservation during their stay, such as the property not being as described, safety concerns, or unclean conditions, the guest must report the issue to both the host and Homeyhuts within 24 hours of discovering it.
      • Refunds: If a host cancels a reservation before check-in, the guest will receive a full refund.
      • Rebooking Assistance: Homeyhuts may assist the guest in finding an alternative property, depending on availability. However, this is not guaranteed, and the host may be subject to penalties for frequent cancellations.
    2. Resolution and Refunds for Reservation Issues:Homeyhuts will evaluate the reported issue and, if found valid, may offer a partial or full refund depending on the severity of the issue. Guests may also be offered rebooking assistance. Refunds are subject to review and are determined based on:
      • The severity of the issue and its impact on the guest
      • The portion of the stay affected
      • Whether the guest chooses to remain at the property or seek alternative accommodations
Refund Process for Covered Issues
    1. The following issues are considered “Covered Reservation Issues” for refund or rebooking assistance:
      • The host cancels the reservation before check-in.
      • The property is significantly different from what was advertised (e.g., incorrect space type, inaccurate number of rooms, or incorrect location).
      • The property is not clean or sanitary at check-in or poses health and safety hazards.
      • The host fails to provide access to the property upon check-in.
      If any of these issues arise, the guest must notify Homeyhuts or the host within 24 hours. Homeyhuts will require evidence, such as photos or videos, to assess the situation. If the issue is verified, the guest may receive a full or partial refund, or alternative accommodation may be provided.
If any of these issues arise, the guest must notify Homeyhuts or the host within 24 hours. Homeyhuts will require evidence, such as photos or videos, to assess the situation. If the issue is verified, the guest may receive a full or partial refund, or alternative accommodation may be provided.
Refund Processing
Refund Turnaround Time: Refunds will be processed within 5-7 working days from the date of approval. The time taken for the refunded amount to reflect in the guest’s bank account may vary based on the guest’s payment method and financial institution. While Homeyhuts will initiate the refund within the specified timeframe, any delays caused by banks or payment processors are beyond our control.
Refunds will be processed back to the original payment method used by the guest. The timing of the refund will depend on the guest's financial institution and may take several business days to reflect in the guest's account.
Additional Information
    1. Requesting a Refund:Guests should contact the host and attempt to resolve any issues directly before escalating them to Homeyhuts. If unresolved, guests can request refunds through the Homeyhuts Resolution Center.
    2. Reduction of Refund:Homeyhuts may reduce the amount of any refund based on the host’s direct resolution with the guest or the portion of the stay affected by the issue.
    3. Fraudulent Claims:Submitting fraudulent refund claims or evidence may result in account termination and legal action. Homeyhuts takes this matter seriously and reserves the right to investigate any claims before issuing refunds.
    4. Custom Refunds:In extraordinary or extenuating circumstances, Homeyhuts admins reserve the right to offer custom refunds to guests as needed. These refunds may vary depending on the documentation provided and the severity of the issue.
Liability
Liability and Mediation Support
Homeyhuts operates as a trusted marketplace that facilitates bookings between property owners (hosts) and guests. While we provide a platform for seamless communication and booking, Homeyhuts cannot be held responsible for issues arising during the stay, such as guest dissatisfaction, property damages, or disputes between guests and hosts.
However, we are committed to supporting both hosts and guests in resolving any concerns that may arise. Homeyhuts will actively assist in mediating disputes and providing guidance in situations where misunderstandings or issues occur. Our goal is to ensure that both parties feel supported and confident that their concerns will be addressed fairly and professionally.
Hosts and guests are encouraged to settle disputes in good faith and, when necessary, through Homeyhuts' mediation process. We will work diligently to help find solutions that align with the best interests of both parties, ensuring a positive experience on our platform.
Should any issues occur, Homeyhuts will:
  • Assist with dispute resolution to help hosts and guests reach a fair outcome.
  • Provide clear communication and mediation to address any problems during the stay.
  • Offer additional guidance to ensure a smooth and enjoyable experience for all parties involved.
By using the Homeyhuts platform, both hosts and guests agree to engage with the platform’s mediation process and trust that Homeyhuts will offer its full support to resolve any issues in a fair and timely manner.

For any questions or further clarification, please contact us at wecare@homeyhuts.com