Refund Policy for StayAmi

Refund Policy for Hosts, Vendors, and Advertisers

• Paid Listing Packages: Payments made for listing packages are non-refundable, as StayAmi offers a free listing option for the first 90 days. During this period, users may upgrade to a higher package to continue their listings. Additionally, a low-cost listing package  may be introduced to mitigate junk data and cover verification SMS costs. Payments for these packages are also non-refundable.
• Ad Campaign Payments: Payments made for Ad Campaign placements are non-refundable. Users can strategically place their listings on the homepage, top search results, or sidebar by setting their desired budget. This feature ensures prominent placement and targeted visibility, offering value for the paid service.
• Claim Listings: Payments made to claim listings through paid options or integration with listing packages are non-refundable. Business owners purchasing packages to take control of their listings accept the terms of this non-refundable policy.
• Package Upgrades/Downgrades: Users may upgrade or downgrade their packages anytime. However, payments for previously availed services remain non-refundable.
• Exceptions: Refunds may only be considered under the following exceptional circumstances:
  • A technical error on StayAmi’s part resulting in a double payment.
  • Failure of the purchased service or package to be activated due to an issue on StayAmi’s end.

In such cases, users must contact customer support within 7 days of the payment date to request a refund. Supporting documentation may be required.

How to Request a Refund

If you believe you qualify for a refund under the exceptions listed above, please follow these steps:

• Contact our customer support team at [support@twopoletrade.co.in].
• Provide your payment receipt, transaction ID, and a detailed explanation of your request.
• Allow up to 7 business days for our team to review your request and provide a response.

Refund Policy for Users and Buyers

Host Cancellation Policy (When the host cancels the booking):

• Full Refund Guaranteed to Guest: If the host cancels the reservation (for any reason), the guest will always be entitled to a full refund (including all booking fees).
  • No Penalty for the Guest: The guest will not be penalized if the host cancels the booking, even if it is within 24 hours of check-in.
  • Refund: The full amount paid by the guest will be refunded, including:
    • Reservation cost
    • Cleaning fees
    • Any other fees charged for the booking
    • Exception: Online transaction costs charged by third-party service providers are excluded.

Refund Percentage for Users/Guest (When the guest cancels the booking):

• Cancellations made 120 hours or more before check-in: The guest will receive a full refund (excluding applicable service fees).
• Cancellations made between 96 hours and 72 hours before check-in: The guest will receive an 80% refund (excluding applicable service fees).
• Cancellations made between 72 hours and 48 hours before check-in: The guest will receive a 70% refund (excluding applicable service fees).
• Cancellations made between 48 hours and 24 hours before check-in: The guest will receive a 50% refund (excluding applicable service fees).
• Cancellations made within 24 hours of check-in: No refund will be issued (as per the host’s cancellation policy).

Major Disruptive Events Policy (In Case of a Large-Scale Event Affecting the Reservation)

Covered Scenarios:

• Public health crises (e.g., pandemics, epidemics).
• Government-imposed travel restrictions or mandatory evacuation orders.
• Military or civil unrest impacting the booking location.
• Utility outages that render the property unusable (e.g., prolonged power or water outages).
• Natural disasters (e.g., earthquakes, hurricanes, floods).

Rules for Guests/Buyers:

• Guests are entitled to a full refund, including all charges (e.g., reservation costs, cleaning fees).
• StayAmi will process the refund directly to the guest’s original payment method.

Rules for Hosts/Owners:

• Hosts may cancel without penalties, but payouts for the canceled booking will be forfeited.
• The forfeited payout ensures that the guest’s refund is processed in full.

Non-Covered Scenarios:

The following do not qualify as major disruptive events:

• Personal issues of the guest or host (e.g., illness, change of plans).
• Transport disruptions unrelated to a covered event (e.g., flight cancellations).
• Advisory-level travel guidance or canceled/rescheduled events tied to the booking.

In these cases, standard cancellation policies for guests and hosts will apply, including cancellation fees or penalties.

Settlement of Cancellation Fees

Cancellation by Guest (Standard Scenarios):

• When a guest cancels a booking under normal circumstances:
  • A cancellation fee will be deducted from the guest’s booking amount.
  • After deducting StayAmi’s revenue share and applicable administrative charges, the remaining balance will be settled to the owner as compensation.
  • The guest’s refund will be processed by StayAmi as per the Refund Policy for Users.

Cancellation by Host (Standard and Last-Minute Scenarios):

• If a host cancels a booking:
  • For cancellations made less than 24 hours before check-in, a penalty of 20% of the booking amount will be imposed on the host.
  • The penalty will be deducted from the host’s next payout or adjusted against future bookings.
  • The guest will receive a full refund, processed by StayAmi, and no payout will be made to the host for the canceled booking.

Clear Responsibilities

StayAmi’s Role:

• StayAmi ensures that refunds are processed to guests promptly in both major disruptive events and standard cancellations.
• For host-initiated cancellations, StayAmi adjusts payments to ensure guests are refunded and deducts penalties as needed.

Hosts/Owners’ Role:

• Hosts must fulfill their booking commitments or provide valid reasons for cancellations.
• In cases of cancellation, forfeited payouts or penalties will be adjusted as outlined above.

Guests/Buyers’ Role:

• Guests are responsible for understanding the cancellation policies applicable to their booking.
• Refunds are subject to the timing and reason for cancellation, except in cases of major disruptive events.

General Guidelines

• Host Responsibilities:

  • Hosts must maintain accurate and habitable listings.
  • Ensure that the apartment, room, or service delivered matches the description, images, and content provided in the listing.
  • Failure to fulfil reservations without valid reasons may result in penalties, including account suspension or removal.
  • Ensure immediate refunds are processed as per the policy.
  • Communicate with users/guests either through our system or using your own methods.

• Compliance:

  • This refund policy adheres to StayAmi’s commitment to fairness and does not override local regulations or statutory rights.

• Final Decision:

  • All refund decisions are made at the sole discretion of StayAmi.com’s management. Refunds, if approved, will be processed within 14 business days and will be credited back to the original payment method.

By using StayAmi’s platform, all users, hosts, vendors, and advertisers agree to this refund policy. StayAmi reserves the right to modify these terms at any time to reflect changes in our services or policies.