What do I need to pay to book a property?

To finalise a booking, the first month’s rent and a service fee must be paid. A security deposit is also required, but this is paid separately before the move-in date.

Is my money safe if the property isn't as described?

Yes. The platform holds the first month's rent in a protected account. The funds are not released to the provider until 48 hours after your move-in date, giving you time to verify the property's condition.

Are there any extra fees I should know about?

Providers are prohibited from asking for more money or higher rent once a booking request is made. However, you are responsible for any bank fees or currency exchange risks if you are paying in a different currency.

Who provides the invoice for my stay?

The provider is responsible for issuing invoices for the rent, deposit, and utilities. The platform provides an invoice for the service fees (the Tenant Protection Fee).

How is the agreement between the tenant and provider officially formed?

A listing is considered an invitation to submit an offer. A legal agreement is created only when the provider accepts the tenant's offer, provided the tenant hasn't withdrawn it first.

How much of my rent is refunded if I cancel my booking?

Refunds are based on notice: 100% of the first month's rent is returned if you cancel at least 60 days before move-in. If you cancel between 30 and 59 days prior, 50% is returned. Cancellations made with less than 30 days' notice receive no rent refund. The booking fee is generally non-refundable.

What happens if the property owner cancels on me?

The platform penalises providers for cancellations made less than 60 days before check-in, ranging from 25% to 50% of the rent. If the cancellation is due to the provider’s failure to provide a clean or accessible home, they are charged a 50% penalty.

Can I get a refund after I have already moved in?

Post-check-in refunds are only granted for "Material Misrepresentation" (e.g., the room is 30% smaller than advertised or missing a bed), "Uninhabitable Conditions" (e.g., no water or electricity), or "Unavailability" (e.g., the home is already occupied). These must be reported within 48 hours of move-in.

What is not covered by the refund policy?

Refunds are not granted for personal preferences, noise, neighbourhood safety concerns, or minor issues that can be fixed within 30 days. Sudden changes in travel plans, illness, or reporting an issue after the 48-hour window also disqualify a refund request.

How do I start a refund request?

Requests must be emailed with your ID and proof of the issue. The team acknowledges receipt within 3 business days and usually reaches a decision within 10 business days.

The above cancellation policy is a synopsis of the property’s cancellation policy. There could be a few changes incorporated from time to time. Hence, we recommend you review the full Accommodation Contract for a comprehensive understanding of their cancellation policies.