Guest Cancellation Policy
Last Updated: December 02, 2018
This Guest Cancellation Policy outlines the charges and refunds for Guests when an unconfirmed Booking Request or confirmed Booking is cancelled by the Guest or Host. A reservation can be cancelled by logging into your HomestayMatch Platform account. HomestayMatch will use reasonable efforts to resolve any dispute or problem between a Guest and a Host, and HomestayMatch reserves the right to modify the amounts each party is required to pay based on specific circumstances. HomestayMatch has the final decision on all disputes, problems, charges and refunds, and HomestayMatch's decision will be binding on the Guest and Host. If you have any comments or questions about this Guest Cancellation Policy, feel free to contact us via email at [email protected].
|
Booking Request |
Guest Cancels (Before Move in) |
Booking Fee |
Guest Service Fee |
Accommodation Fee |
|---|---|---|---|---|
| Not Confirmed | Guest cancels Booking Request before confirmation by Host | No charge | No charge | No charge |
| Confirmed | Guest cancels Booking 30 days or more before move in | No Refund | 50% Refund** | 100% Refund** |
| Confirmed | Guest cancels Booking between 29 and 11 days before move in | No Refund | 50% Refund | Guest pays for 1 week |
| Confirmed | Guest cancels Booking 10 days or less before move in, including no show | No Refund | Guest pays for 4 weeks | Guest pays for 4 weeks |
|
Booking Request |
Guest Cancels (After Move in) |
Booking Fee |
Guest Service Fee |
Accommodation Fee |
|---|---|---|---|---|
| Confirmed | Within Trial Period - 72 hours following move in date - at least 15 days written notice is required | No Refund* | Guest pays for 30 days minimum charge, plus the days Guest stays past 30 days; excess fee paid will be refunded at 50%** | Guest pays for 15 days minimum charge, plus the days Guest stays past 15 days; excess fee paid will be refunded** |
| Confirmed | After 72h Trial Period - at least 30 days written notice is required | No Refund* | No Refund* | Guest pays for 30 days minimum charge, plus the days Guest stays past 30 days; excess fee paid will be refunded** |
* Housing Coordinator will make reasonable efforts to assist Guests with replacement accommodation.
* All cancellations must be completed through the Guest’s HomestayMatch dashboard. The system timestamp determines the cancellation date and applicable notice period.
** A 5% merchant/transaction fee applies to all payments and is non-refundable.
**Refunds, when applicable, will be processed back to the original payment method, excluding the merchant fee, unless the Guest requests credit toward another booking.
** Booking changes that reduce stay length or amount are treated as cancellations under this policy.
|
Booking Request |
Host Cancels (Before Move in) |
Booking Fee |
Guest Service Fee |
Accommodation Fee |
|---|---|---|---|---|
| Not Confirmed | Host denies Booking Request | No payment | No payment | No payment |
| Confirmed | Host cancels Booking before move in | 100% Refund | 100% Refund** | 100% Refund** |
|
Booking Request |
Host Cancels (After Move in) |
Booking Fee |
Guest Service Fee |
Accommodation Fee |
|---|---|---|---|---|
| Confirmed | Within Trial Period - 72 hours following move in date - at least 15 days written notice is required | No Refund * | Guest pays for 30 days minimum charge, plus the days Guest stays past 30 days; excess fee paid will be refunded at 50%** | Guest pays for 15 days minimum charge, plus the days Guest stays past 15 days; excess fee paid will be refunded** |
| Confirmed | After 72h Trial Period - at least 30 days written notice is required | No Refund * | Guest pays for 30 days minimum charge, plus the days Guest stays past 30 days; excess fee paid will be refunded at 50%** | Guest pays for 30 days minimum charge, plus the days Guest stays past 30 days; excess fee paid will be refunded** |
* Housing Coordinator will make reasonable efforts to assist Guests with replacement accommodation.
* All cancellations must be completed through the Guest’s HomestayMatch dashboard. The system timestamp determines the cancellation date and applicable notice period.
** A 5% merchant/transaction fee applies to all payments and is non-refundable.
**Refunds, when applicable, will be processed back to the original payment method, excluding the merchant fee, unless the Guest requests credit toward another booking.
** Booking changes that reduce stay length or amount are treated as cancellations under this policy.