Guest Refund Policy

In addition to the host’s chosen cancellation policy, StayEasy provides a limited Guest Refund Policy to ensure fair treatment in cases where the stay does not meet reasonable standards.

A guest may be eligible for a full or partial refund if:

  1. Access Issue: The guest is unable to check in due to host-related issues (e.g., inaccurate check-in details, host unavailability).

  2. Material Inaccuracy: The listing is materially different from its description (e.g., incorrect location, missing key amenities promised in the listing).

  3. Health & Safety Concern: The accommodation poses a genuine safety, health, or legal risk (e.g., hazardous conditions, unauthorized property).

Process:

  1. Guests must report the issue to StayEasy within 24 hours of check-in with supporting evidence (photos, written description, or other proof) on support@thestayeasy.com
  2. StayEasy will review the complaint and, if valid, mediate with the host.
  3. Refunds approved by StayEasy will first reflect in the guest’s virtual wallet ledger and can either be used for future bookings or withdrawn by submitting a withdrawal request.


Note: StayEasy’s decision in refund-related disputes shall be final and binding, and refunds may be adjusted or denied if sufficient proof is not provided, or if the issue falls outside the defined grounds.