Customer Refund Policy
Effective as of August 2, 2020
These terms and conditions govern PropertyListHub’s policy for Customer refunds (“Customer Refund Policy”) and the obligations of the Host associated with the Customer Refund Policy. The Customer Refund Policy applies in addition to PropertyListHub Bookings Terms of Service (“PropertyListHub Terms”). The Customer Refund Policy is available to Customers who book and pay for a Property through the PropertyListHub Booking Platform and suffer a Reservation Issue (as defined below). The Customer’s rights under this Customer Refund Policy will supersede the Host’s cancellation policy.
By using the PropertyListHub Booking Platform as a Host or Customer, you are indicating that you have read and that you understand and agree to be bound by this Customer Refund Policy.
1. Reservation Issue
A “Reservation Issue” means any one of the following:
(a) the Host of the Property (i) cancels a reservation or booking shortly before the scheduled start of the booking, or (ii) fails to provide the Customer with the reasonable ability to access the Property (e.g. does not provide the keys and/or a security code).
(b) the Listing’s description or depiction of the Property is materially inaccurate with respect to:
- the size of the Property (e.g., number and size of the hall(s), bedroom(s), bathroom(s) and/or kitchen(s) or other room(s) or space,
- whether the booking for the Property is for an entire home, hall (s), private room (s) or shared room (s), space, and whether another party, including the Host, is staying or doing an activity at the Property during the booking by the Customer,
- special amenities or features represented in the Listing are not provided or do not function, such as decks, pools, hot tubs, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air conditioning systems, or
- the physical location of the Property (proximity).
(c) at the start of the Customer’s booking, the Property: (i) is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Customer’s stay at the Property in PropertyListHub Booking’s judgment, or (iii) has pests or vermin or contains pets not disclosed in the Listing.
2. The Customer Refund Policy
If you are a Customer and suffer a Reservation Issue, you are covered by this policy as follows:
Up to 24 hours after check-in. If you report a Customer Issue up to 24 hours after check-in, we agree, at our discretion, to either (i) reimburse you the amount paid by you through the PropertyListHub Platform (“Total Fees”), or (ii) use our reasonable efforts to help you find and book for any unused period(s) left in your booking, another Property which is reasonably comparable to or better than the Property described in your original booking in terms of size, rooms, features and quality. PropertyListHub Booking shall decide whether an issue reported by a Customer qualifies as a Reservation Issue, whether to reimburse or rebook a Customer who suffers a Reservation Issue, and whether an alternate Property is comparable or better.
More than 24 hours after check-in. If you report a Reservation Issue more than 24 hours after check-in, we agree, at our discretion, to either (i) reimburse you up to the Total Fees depending on the nature of the Reservation Issue suffered, or (ii) use our reasonable efforts to help you find and book another Property for any unused periods left in your booking which is reasonably comparable to the Property described in your original booking in terms of size, rooms, features and quality.
PropertyListHub’s decisions under the Customer Refund Policy are final and binding on Customers and Hosts but do not affect other contractual or statutory rights you may have. Any right(s) that you may have to initiate legal action remains unaffected.
3. Conditions for making a Claim
To submit a valid claim for a Reservation Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:
(a) you must be the Customer that booked the Property.
(b) you must report the Reservation Issue to us in writing or sending an email to us or via telephone within 24 hours of discovering the existence of the Reservation Issue, and you must provide us with information (including photographs, videos, or other written or tangible evidence) about the Property and the circumstances of the Reservation Issue;
(c) you must respond to any requests by us for additional information or cooperation on the Reservation Issue within the time specified by PropertyListHub Booking.
(d) you must not have directly or indirectly caused the Reservation Issue (through your action, omission or negligence).
(e) unless otherwise specified by PropertyListHub Booking or PropertyListHub Booking advises you that the Reservation Issue cannot be remediated, you must use reasonable efforts to try to remedy the circumstances of the Reservation Issue with the Host; and
(f) in order to receive a reimbursement of Total Fees or assistance with booking an alternative Property, you must agree to vacate the Property. If you choose to stay in the Property, you may still qualify for a partial refund at PropertyListHub Booking’s discretion as described in this policy (regardless of whether you reported the Reservation Issue up to 24 hours after check-in).
4. Minimum Quality Standards, Host Responsibilities and Reimbursement to Customer
4.1 If you are a Host, you are responsible for ensuring that the Properties you list on the PropertyListHub Platform are accessible, adequately and accurately described in the Listing description, safe and clean, and do not present a Customer with Reservation Issues, as specified in these terms. During a Customer’s stay at a Property, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Reservation Issues or other Customer issues.
4.2 If you are a Host, and if (i) PropertyListHub Bookings determines that a Customer has suffered a Reservation Issue related to a Property listed by you and (ii) PropertyListHub Bookings either reimburses that Customer (up to their Total Fees) or provides an alternative Property to the Customer, you agree to reimburse PropertyListHub Bookings up to the amount paid by PropertyListHub Bookings within 30 days of PropertyListHub Bookings’ request. If the Customer is relocated to an alternative Property, you also agree to reimburse PropertyListHub Booking for reasonable additional costs incurred to relocate the Customer. You authorize PropertyListHub Bookings payments to collect any amounts owed to PropertyListHub Bookings by reducing your Payout or as otherwise permitted pursuant to the Payments Terms.
4.3 As a Host, you understand that the rights of Customers under this Customer Refund Policy will supersede your selected cancellation policy. If you dispute the Reservation Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Reservation Issue. In order to dispute a Reservation Issue, you must use reasonable and good faith efforts to try to remedy any Reservation Issue with the Customer unless PropertyListHub Bookings advises you that the Reservation Issue cannot be remediated or the Customer has vacated the Property.
5. General Provisions
5.1 No Assignment/No Insurance. This Customer Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Customer, and the Customer has not paid any premium in respect of the Customer Refund Policy. The benefits provided under this Customer Refund Policy are not assignable or transferable by you.
5.2 Modification or Termination. PropertyListHub Bookings reserves the right to modify or terminate this Customer Refund Policy, at any time, in its sole discretion. If PropertyListHub Bookings modifies this Customer Refund Policy, we will post the modification on the PropertyListHub Bookings Platform or provide you with notice of the modification and PropertyListHub Bookings will continue to process all claims for Reservation Issues made prior to the effective date of the modification according to the then applicable policy.
5.3 Entire Agreement. This Customer Refund Policy constitutes the entire and exclusive understanding and agreement between PropertyListHub Bookings and you regarding the Customer Refund Policy and supersedes and replaces all prior oral or written understandings or agreements between PropertyListHub Bookings and you regarding the Customer Refund Policy.
6. Contacting PropertyListHub Bookings
If you have any questions about the Customer Refund Policy, please email us.