1. Cancellation policy
Each listing carries one of three cancellation policies, surfaced on the listing page itself and in the booking confirmation email:
- Non-refundable (default). The booking is locked in once confirmed; the dates aren't refundable.
- Flexible 48 hours. Cancel at least 48 hours before check-in for a 50% refund. Within 48 hours, non-refundable.
- Flexible 30 days. Cancel 30 days or more before check-in for a 100% refund. From 30 days to 48 hours before, 50%. Within 48 hours, non-refundable.
2. Force majeure
We may refund in full — regardless of policy — when the cancellation is driven by force majeure: documented illness, visa denial, natural disaster, government travel ban, airline strike. We'll ask for a supporting document and apply the policy in good faith. If you think force majeure applies, message us on WhatsApp before the check-in window opens.
3. How refunds are returned
Stripe (card / Apple Pay / Google Pay / Link): refund goes back to the original payment method. Stripe normally takes 5–10 business days for the credit to appear on the card statement.
Bank deposit (NPR): refund is sent to the Nepali bank account you supplied at checkout. Local NCHL transfers normally settle in 1–3 business days. Inter-bank fees (if any) are deducted from the refund — you'll see the deduction line on the refund email.
4. Security deposit
The refundable security deposit is released in full when the home is left in good condition with no damaged or missing items. Release happens after checkout once we've inspected the apartment — usually within 24 hours. Stripe-paid deposits are voided on the card hold; bank-deposit guests receive a transfer back to the refund account they supplied at booking, using the reference shown on the refund email.
Where damaged or missing items apply, we'll send an itemised list with photos before charging — you'll always have a chance to review.
5. No-show
The booking is treated as non-refundable. If the no-show is driven by a documented delay (flight cancellation, hospital admission), message us before the check-out date and we'll handle it as force majeure.
6. Booking changes (date / guest count)
Date changes are subject to availability and any rate difference. If the new dates are cheaper we refund the difference using the rules above; if they're more expensive, you pay the difference at confirmation. Increasing guest count after booking may attract the per-night extra-guest fee — set out on the listing page.
7. How to request a refund
Open your booking page (link in your confirmation email) and tap Cancel booking, or message us on WhatsApp at the number on the booking page. We confirm in writing and start the refund the same day — the bank/Stripe processing time is the variable part.
8. Questions
See Terms and Conditions for the full legal text, or message us via the Contact page.