FlexSpacez Refund Policy
Our refund policy ensures fair treatment for both hosts and renters while maintaining trust and accountability.
FlexSpacez's refund policy ensures equitable treatment for hosts, renters, and the platform, fostering trust, accountability, and clarity across all transactions while safeguarding platform sustainability.
For Renters
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1. Cancellations by Renters:
- Renters may cancel bookings in line with the host’s cancellation policy stated in the property listing.
- Refund eligibility is based on the timing of the cancellation:
- Full Refund: Cancellations made at least 48 hours before the rental start time.
- Partial Refund (75%): Cancellations made within 48 hours before the rental start time (service charges and VAT are non-refundable).
- No Refund: Cancellations made after the rental start time. - 📌
2. 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. - 📌
3. 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.
For Hosts
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1. Cancellations by Hosts:
- Hosts may cancel bookings; however, cancellations will undergo a review process by FlexSpacez:
- Cancellations made more than 48 hours before the rental start time: Hosts must provide valid reasons, and renters will receive a full refund within 24 hours of cancellation.
- Cancellations made within 48 hours of the rental start time: A review will determine if the cancellation impacts the host's ratings or account status. FlexSpacez may suspend repeat offenders. - 📌
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.
General Policies
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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.
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