Company

Refund Policy

MyStayPMS Refund Policy Guidelines

Guidelines for guests and hosts

1. Scope and governing principles

This policy applies only where every eligibility condition below is met:

The host and property require necessary approvals to operate short stay accommodation.
The booking was created, paid and confirmed in the MyStayPMS system for MyStayPMS-verified property.
Payment was processed through MyStayPMS's approved payment flow; off-platform payments are excluded.
The claimant submits timely evidence through the MyStayPMS designated WhatsApp number or email contact.

The policy is based on principles of: transparent terms; evidence-based decisions; safety first; no profit from a claim.

2. Key definitions

Term	Operational meaning
Accommodation charges	The nightly price for the booked stay, excluding applicable security deposit.
Booking-related amounts	Accommodation charges, refundable security deposit, payments transaction processing fees.
Full booking refund	Return of all booking-related amounts and the full refundable damage deposit. Any processor fee retained which is lawful, unavoidable and clearly disclosed before payment; otherwise, it is refunded.
Unused nights	Nights after the effective cancellation, departure or verified failure for which the guest did not receive usable accommodation.
Equivalent replacement	A verified property reasonably matching capacity, bedrooms, location, safety, cleanliness, core amenities, accessibility needs and remaining dates.
Business day	A weekday excluding Kenyan public holidays.
Evidence	Time-stamped photos/video, geolocation, access logs, messages, call records, inventory records, invoices or other reliable records.

3. MyStayPMS Cancellation

The host selects Flexible, Moderate or Firm terms for each listing. The selected terms form part of the booking agreement. Cut-offs are exact and use EAT from the property's stated check-in time.

Policy	Guest cancels	Accommodation-charge refund
Flexible	6 days or more before check-in	100%
Flexible	3 days or more but less than 6 days	50%
Flexible	Less than 3 days before check-in	0%
Moderate	14 days or more before check-in	100%
Moderate	7 days or more but less than 14 days	50%
Moderate	Less than 7 days before check-in	0%
Firm	60 days or more before check-in	100%
Firm	30 days or more but less than 60 days	50%
Firm	Less than 30 days before check-in	0%
Host Customized Policy	Host Custom Terms	Custom

3.1 Universal cancellation rules

A no-show is treated as a guest cancellation at check-in time under the selected policy.
A host may approve a generous refund for illness, bereavement, government travel restrictions, a major emergency or goodwill. Evidence may be requested.
When accommodation charges are refunded, percentage-based platform, charges or host fees are reversed proportionately. The damage deposit amount is always returned unless valid evidence-backed damage claim exists.

3.2 Booking cancellation by host

A host cancellation causes immediate booking cancellation and a full booking refund. Host cancellation results in:

Incident	Listing action for host
First substantiated incident	Warning, root-cause review and corrective action including relocation costs by the host and refund to the guest.
Second incident within 90 days	Temporary suspension, root-cause review and corrective action including relocation costs by the host and refund to the guest.
Repeated cancellation, false availability or double booking	Suspension or delisting after root-cause review and corrective action including relocation costs by the host and refund to the guest.

4. Short Stay Failures and Remedies

Short stay failures exist when verified evidence shows that one of the following materially impairs or diminishes the booked stay: host cancellation; inability to access; unsafe or uninhabitable conditions; double booking; material misrepresentation; failure of an essential advertised utility; or a materially different location.

4.1 Material misrepresentation and essential utilities

A difference is material if it would materially have affected the booking decision. Examples include a wrong neighborhood, fewer bedrooms, a falsely advertised private bathroom or kitchen, an entire home replaced with shared space, significant undisclosed construction, or images that substantially misrepresent the unit.

Essential utilities are water, usable sanitation, electricity, secure doors and locks, and advertised cooking facilities. Internet is essential only when expressly sold as a core feature, such as a "work-ready" stay. Promised backup facilities must operate when the primary service fails.

4.2 Response procedure to cancellation

MyStayPMS opens a case and records the location, booking, complaint and evidence.
The host has up to 2 hours to restore access or propose an equivalent verified replacement.
MyStayPMS simultaneously searches verified emergency inventory; it does not wait to begin the search.
An unsafe situation triggers immediate relocation or refund without waiting 2 hours.
The guest chooses an acceptable replacement or the applicable refund. A guest cannot be compelled to accept a materially inferior replacement.
MyStayPMS supports the approved remedy and records authorizations, payments and communications.
MyStayPMS recovers host-responsible costs from host performance deposit or other sums due to the host.

4.3 Remedy schedule

Verified situation	Possible guest remedy
Guest cannot check in at all	Equivalent replacement or full booking refund.
First night is unusable	Replacement, or refund of the affected night and all unused nights.
Failure after usable nights	Refund of affected and unused nights; used nights remain payable unless also affected.
Replacement costs more	Responsible host pays the replacement cost difference.
Replacement costs less	Guest receives the difference.
Relocation is required	Responsible host reimburses reasonable, evidenced transport.

4.4 Guest reporting duties

Report an access or check-in problem as soon as reasonably possible, preferably within 2 hours of check-in.
Report a problem arising during the stay within 12 hours of discovery, unless safety, medical need, connectivity or another reasonable cause prevents this.
Provide available evidence and allow a reasonable opportunity to cure a non-dangerous problem.
Keep the booking and complaint within MyStayPMS channels until reviewed. Leaving an unsafe property does not waive remedy.

Reasonable late reporting does not automatically defeat a claim. MyStayPMS assesses whether the delay materially prevented verification or mitigation.

4.5 Exclusion for refunds

Minor cosmetic differences or changes in guest preference.
Problems caused by the guest, undisclosed extra guests or prohibited activities e.g. parties.
Area-wide utility interruption outside host control, unless advertised backup fails.
Conditions, construction or community noise clearly disclosed before booking.
Indirect or consequential loss, including missed flights, business loss or emotional distress.

5. Guest security deposit

If required by the host, the security deposit is used to compensate the host and it covers verifiable damage that is caused without charging guests for normal wear and tear, poor maintenance or pre-existing defects.

5.1 Guest security deposit amount

Guest pays security deposit of e.g. 30% or other specific amount based on payable accommodation cost which is shown before payment. The host can vary the security deposit rate to their preference or determine a specific amount as it may be appropriate including not requesting for any security deposit amount.

The deposit amount is earmarked/collected separately from the booking and identified on the receipt.
If no guest damage claim is opened, deposit amount release is initiated within 48 hours after checkout.
After confirmation of valid damage and settlement, any remaining balance from the deposit is released within 48 hours. Actual time depends on the payment method.

5.2 Property damage eligibility and inventory

Before any damage compensation activates, the host must maintain current time-stamped room and item photographs; furniture/appliance inventory; pre-existing damage; reasonable values or purchase evidence; and check-in/check-out condition records. Damage compensation may be denied where missing records prevent a fair evaluation/decision.

5.3 Damage-claim procedure

If there is no consensus on a damage incident between the guest and the host, then the host opens a claim within 12 hours after checkout and states the amount requested.
Host supplies before-and-after time-stamped evidence and a repair or replacement estimate.
MyStayPMS verifies/checks the damage and the related booking details.
Guest is notified promptly and has 24 hours to respond.
Undisputed damage may be deducted from the security deposit; disputed claims receive an evidence-based review.
MyStayPMS targets a decision within five business days after receiving sufficient evidence.

5.4 Valuation and exclusions

Reasonable repair cost is awarded to the host. If replacement is necessary, age, condition and depreciation apply. The host must show that the item existed and had the claimed value. No party may profit from misfortune; an independent assessment may be required.

Excluded: ordinary wear and tear; maintenance failure; pre-existing damage; unrelated breakdown; mould, pests, corrosion or gradual deterioration; undocumented cash, jewellery or unusually valuable personal items; routine cleaning.

Note that intentional damage, theft or fraud may be reported to law enforcement.

6. Quick guides

For guests

Host cancellation gives a full booking refund. Report access or safety problems immediately through MyStayPMS and preserve evidence. Damage by guests: only evidenced loss may be deducted, and the undisputed deposit is released promptly.

For hosts

Keep availability, listing details, access instructions and inventory accurate. Respond to same-day incidents immediately and within the 2-hour cure window unless safety requires instant relocation.