Refund Policy

Our refund policy ensures fair treatment for both hosts and renters while maintaining trust, accountability and clarity across all transactions while safeguarding platform sustainability.

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For Renters

  • 1. Cancellations by Renters:
    Renters may cancel bookings based on FlexSpacez cancellation policy on their platform.
  • 2. Refund eligibility:
    Refund eligibility depends on the timing of cancellation. Service charges and VAT are non-refundable.
    Full refund for cancellations made at least 48 hours before check-in.
    Partial refund of 75 percent for cancellations made 24 hours before check-in.
    No refund for cancellations made on the check-in date.
  • 3. Property Issues:
    Renters are required to inspect the property immediately upon arrival. Any discrepancies or issues must be reported to the host.
    Refunds or compensation for subsequent issues will be determined at the discretion of the host and agreed upon between both parties. FlexSpacez will facilitate communication but will not enforce resolutions beyond its role as a listing platform.
  • 4. Non-Platform Payments:
    Payments made outside FlexSpacez are not covered by the platform, and no refunds or insurance claims will be entertained for such transactions.
  • 5. Public Liability Claim Policy:
    Both hosts and renters may file a public liability claim for incidents that occur during a booking.
    Claims must be submitted no later than 24 hours after the occurrence and must include valid evidence (e.g., photos, reports, receipts).
    Claims are only applicable to bookings made through FlexSpacez.

For Hosts

  • 1. Cancellations by Hosts:
    Hosts can cancel bookings with valid reasons at least 48 hours before check-in.
    Renters will receive a full refund within 72 hours.
    If the payout day falls on a weekend or public holiday, it will be processed on the next working day.
    Frequent cancellations may result in suspension from the platform.
  • 2. Damage Claims:
    Hosts can claim compensation for damages caused by renters. Claims must be submitted with evidence (e.g., photos, receipts) within 24 hours of the rental end time. Claims are valid only for bookings processed through FlexSpacez.
  • 3. No-Show Renters:
    - If a renter fails to show up without prior cancellation, the host will still receive full payment.
  • 4. Public Liability Claim Policy:
    Both hosts and renters may file a public liability claim for incidents that occur during a booking.
    Claims must be submitted no later than 24 hours after the occurrence and must include valid evidence (e.g., photos, reports, receipts).
    Claims are only applicable to bookings made through FlexSpacez.

General Policies

  • 1. Service Charges and Liability Fees :
    Service charges and liability fees are non-refundable, except in cases of proven platform errors or cancellations by the host following a review.
    Non-refundable except for platform errors.
  • 2. Dispute Resolution :
    Requires supporting evidence (e.g., photos, chat records).
  • 3. Security Measures :
    FlexSpacez safeguards against platform errors and fraud.
  • 4. Public Liability Claim Policy:
    Both hosts and renters may file a public liability claim for incidents that occur during a booking.
    Claims must be submitted no later than 24 hours after the occurrence and must include valid evidence (e.g., photos, reports, receipts).
    Claims are only applicable to bookings made through FlexSpacez.

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