Comfy Stayz Guest Refund Policy

At ComfyStayz, we are committed to providing an excellent and hassle-free experience for all our guests. If your stay at a property does not meet the expectations outlined in the listing, we want to ensure you’re taken care of. Please refer to the following guidelines for our Guest Refund Policy.

1. Eligibility for a Refund

A guest may be eligible for a refund under certain circumstances, as outlined below. Refunds are typically provided in cases of:

• Listing Misrepresentation: If the property doesn’t match the description, including issues like cleanliness, amenities, or the location.
• Safety Concerns: If the property is unsafe or uninhabitable due to issues like structural damage or dangerous conditions.
• Serious Problems: If a major issue prevents you from enjoying your stay, such as lack of heat, water, or electricity, or if the host cancels within 24 hours of check-in.

2. Refund Scenarios

Refund eligibility is determined based on the nature and severity of the issue. The following scenarios are covered under our policy:

A. Host Cancellations

• If the host cancels your reservation within 24 hours of your check-in time, we will provide a full refund for the amount paid.
• If the host cancels at least 7 days before check-in, guests will be offered a full refund or a chance to rebook another property of equal or lesser value.

B. Serious Issues with the Property

If you encounter one of the following issues during your stay, you are eligible for a full or partial refund:

• Health or Safety Hazards: Issues like mold, pests, or unsafe conditions.
• Inaccurate Listing: If the property significantly differs from the listing (e.g., number of bedrooms, amenities provided, etc.).
• Uninhabitable Conditions: If a significant issue makes the property uninhabitable (e.g., broken plumbing, no electricity, or no hot water).

In such cases, we encourage guests to report the problem to us immediately via our platform. Once verified, we’ll work with the host to resolve the issue. If resolution is not possible, you may be eligible for a refund.

C. Guest Cancellations

Refunds for guest-initiated cancellations are governed by our cancellation policy, which varies depending on the type of booking. Please review our Cancellation Policy for detailed information on how refunds are processed for guest cancellations.

3. Reporting Issues

To be eligible for a refund due to property issues, you must report the issue to ComfyStayz Support within 24 hours of discovering the problem. You must also provide any supporting evidence, including photos, communication with the host, and any other relevant documentation.

4. Refund Process

If your situation is determined to be eligible for a refund, the amount will be credited back to your original payment method. The refund process can take up to 7 business days, depending on your payment provider.

5. Resolution Process

• First Step: Report the issue to ComfyStayz support immediately through your account or via our support hotline.
• Second Step: We will verify the issue with the host and determine the most appropriate solution.
• Third Step: If a refund is granted, it will be processed according to the payment method used at booking.

6. Exclusions

Refunds are not granted for the following reasons:

• Change of Mind: A guest deciding they no longer wish to stay after arrival or during the stay without a valid reason.
• Normal Wear and Tear: Minor maintenance or aesthetic issues that don’t affect the comfort or safety of the property.
• Local Events or Conditions: Factors like weather, local events, or community issues that may affect the area but were disclosed during booking.
• No Shows: If the guest does not show up for the booking and fails to notify us or the host.

7. Special Circumstances

If a guest faces issues related to their stay due to factors beyond our control, such as natural disasters, government restrictions, or other force majeure events, a refund may still be offered at our discretion. We encourage guests to contact us immediately for assistance in such situations.

8. Dispute Resolution

If a guest disagrees with the outcome of the refund decision, they can escalate the issue to our Customer Support Team for a review. We will aim to resolve the issue promptly and fairly.