Refund & Dispute Policy

This Refund & Dispute Policy outlines the rules and conditions under which refunds may be issued and disputes are handled on the platform.

1. General Principle

The platform acts solely as an intermediary between guests and hosts. The platform does not guarantee refunds and is not responsible for covering any financial losses.

All refunds are conditional and depend on the specific circumstances of each case.

2. Booking Types

• Non-refundable before check-in: The accommodation price and RentalX guest service fee are non-refundable under the booking policy.
• Flexible: Full refund is available before the cancellation deadline specified at the time of booking, including the RentalX guest service fee.

3. After Check-in

After check-in, the host cancellation policy no longer reduces unused nights. Guests are charged for nights already used.

Unused nights and the corresponding portion of the RentalX guest service fee are refunded. The host receives payment only for nights used.

4. Dispute Eligibility

A dispute will only be considered if all of the following conditions are met:

• The dispute is submitted within 48 hours of check-in
• Clear supporting evidence (photos/videos) is provided
• The issue significantly affects the stay

Failure to meet these conditions will result in automatic rejection of the dispute.

5. Refund Types

No Refund

• No evidence provided
• Complaint submitted after 48 hours
• Guest chooses to leave voluntarily
• No-show (guest does not arrive)

Partial Refund

Partial refunds are calculated based on the refundable accommodation portion. The RentalX guest service fee is refunded in the same proportion:

Refund = accommodation refund + matching service fee refund

Full Refund

• Property is unavailable
• Host fails to provide access
• Serious safety or fraud issues
• Host or RentalX cancellation where the guest is entitled to a full refund

6. Host Payouts

Host payouts are scheduled 1 day after checkout. If a dispute is active, the payout may be temporarily withheld.

7. Payment Processing

All payments are processed via third-party providers such as Stripe. The platform does not control external dispute outcomes and is not liable for decisions made by payment providers or financial institutions.

8. Property Damage

The platform does not provide compensation for damages. Any claims must be resolved directly between the guest and host or through external dispute mechanisms.

9. Appeals

Users may submit one appeal within 48 hours of a decision. Appeals must include new supporting evidence.

10. Limitation of Liability

The platform is not responsible for any damages, losses, or disputes between users. All transactions and agreements are made directly between guests and hosts.