CANCELLATION & REFUND POLICY
Status: Proposed policy for review.
POM should distinguish short-stay bookings from long-term rental agreements because they involve different commitments.
A. Short-stay bookings
The following is an example policy structure. The deadlines and percentages must be approved before publication.
| Cancellation timing | Example proposed outcome |
|---|---|
| More than 7 days before check-in | Full refund of eligible accommodation charges |
| 3–7 days before check-in | 50% refund of eligible accommodation charges |
| Less than 72 hours before check-in | No refund of accommodation charges, unless an exception applies |
| Host cancels | Full refund of eligible amounts paid for the affected booking |
The applicable policy must be displayed before booking confirmation. The exact refund calculation should specify whether service fees, payment processing charges or other fees are refundable.
B. Long-term rentals
Long-term rental cancellations should follow the signed agreement and applicable law.
Before payment, the parties should establish:
- Whether a reservation payment is required.
- Whether that payment is refundable.
- When the tenancy begins.
- The conditions for withdrawing before the lease starts.
- The applicable notice period after the lease begins.
- How the security deposit is handled.
- The procedure for resolving disagreements.
POM should not automatically apply the short-stay cancellation rules to a long-term lease.
C. Refund procedure
Where a refund is approved:
- The user submits a request and relevant evidence.
- POM or the responsible payment party reviews the request.
- The user receives a decision and explanation.
- An approved refund is processed through the applicable payment method.
- The user receives confirmation.
Proposed operational target: issue an update within 5 business days of receiving a complete refund request. This is a service target to approve, not a guarantee of when funds will arrive.
Actual processing time depends on the payment provider and financial institution.
D. Exceptions and disputes
Cases involving duplicate payments, fraudulent listings, material misrepresentation, host cancellation or serious discrepancies should receive individual review.
Nothing in this policy overrides mandatory legal rights.