1. Definitions

StayWorld Bookings / Platform / We / Us

StayWorld Bookings, the technology marketplace operated under Ugandan law that connects Guests and Partners.

Guest

Any individual who books or attempts to book a stay or service through the Platform.

Partner

Any property owner, host, or service provider who lists their property or service on the Platform.

Booking Amount / Total Amount

The total sum a Guest agrees to pay at checkout, including the base rate, applicable fees, and disclosed taxes.

Platform Service Fee

The commission deducted by StayWorld Bookings from the total booking amount before disbursing the remainder to the Partner.

Payout

The net amount disbursed by StayWorld Bookings to a Partner after deducting the Platform Service Fee and any applicable deductions.

Mobile Money

Mobile financial services including MTN Mobile Money (MoMo) and Airtel Money, operated under Bank of Uganda oversight.

Chargeback

A reversal of a payment transaction initiated by a Guest through their payment provider or financial institution.

UGX

Ugandan Shilling - the primary currency of the Platform.

AML

Anti-Money Laundering - regulatory requirements under Uganda's Anti-Money Laundering Act 2013.

2. Scope & Application

This Payments Policy applies to all financial transactions processed through or facilitated by the StayWorld Bookings Platform, including but not limited to:

• Guest booking payments (deposits, full payments, and pay-on-arrival arrangements).
• Partner payouts for completed bookings.
• Refunds arising from cancellations, disputes, or overpayments.
• Security deposits collected and held in connection with a booking.
• Platform service fees charged to Partners.

This Policy is incorporated by reference into the StayWorld Bookings Terms of Service, the Guest Booking Policy, and the Partner Booking Policy. In the event of any conflict between this Policy and those documents in relation to payments, this Payments Policy prevails.

3. Supported Payment Methods

StayWorld Bookings currently supports the following payment methods at checkout:

Available payment methods may vary by listing, booking type, and the Guest's country of origin. StayWorld Bookings reserves the right to add, remove, or restrict payment methods at any time with reasonable notice.

4. Currency & Pricing

4.1 International Guests

If you are paying from outside Uganda, your payment provider or bank will apply its own exchange rate and may charge foreign transaction fees. StayWorld Bookings is not responsible for any exchange rate losses, conversion fees, or bank charges incurred by international Guests or Partners.

4.2 Price Displayed is Binding

The Total Amount displayed at checkout - including any disclosed fees and applicable taxes - is the final and binding price. Partners may not charge Guests additional amounts beyond what was agreed at checkout, except as expressly permitted under the Partner Booking Policy (e.g., verified damage charges, optional on-site add-ons).

4.3 Price Errors

In the rare event that a listing price is displayed due to a technical error at a rate that is manifestly incorrect (e.g., significantly below or above market rate due to a system fault), StayWorld Bookings reserves the right to cancel the affected booking and issue a full refund. We will notify affected Guests promptly and work to resolve the situation fairly.

5. How Guest Payments Work

5.1 Payment at Booking

Depending on the listing's payment configuration, Guests may be required to pay:

• Full payment at booking - the Total Amount is charged at the time the booking is submitted.
• Deposit at booking - a specified deposit amount is charged at booking; the remaining balance is due as specified (either at a later date before check-in or at the property).
• Pay on arrival - no charge is made at booking; the Guest pays directly to the Partner at check-in.

The applicable payment structure is disclosed clearly on the listing page and at checkout before you confirm.

5.2 Payment Authorisation

By submitting a payment, you authorise StayWorld Bookings and/or its payment processing partners to charge the stated amount to your selected payment method. For mobile money payments, you will receive a USSD prompt or notification from your mobile money provider requiring your PIN confirmation before funds are debited.

5.3 Booking Confirmation on Payment

For instant booking properties, your booking is confirmed immediately upon successful payment processing. For request-based bookings, payment may be captured or held as a pre-authorisation pending Partner acceptance. If the Partner declines the request, any held funds are released in full within 3–7 business days.

5.4 Payment Receipt

A payment receipt and booking confirmation will be sent to the email address provided at the time of booking after a successful transaction. If you do not receive a confirmation, contact support@stayworld.app before assuming the booking failed.

6. Security Deposits

6.1 When Deposits Apply

Some Partners require a refundable security deposit at the time of booking. Where required, the deposit amount is clearly disclosed on the listing page and at checkout. The security deposit is separate from the Total Booking Amount.

6.2 Holding of Deposits

Security deposits collected through the Platform are held by StayWorld Bookings or its payment processing partner on behalf of the Partner. StayWorld Bookings does not pay interest on held security deposits.

6.3 Release of Deposits

The security deposit will be released to the Guest within 5–10 business days of check-out, provided no damage claim has been submitted by the Partner during that period. If a damage claim is submitted, the deposit (or portion thereof) may be held pending resolution of the dispute.

6.4 Deductions from Deposits

A Partner may request deduction from the security deposit only for:

• Verified physical damage to the property or its contents caused by the Guest.
• Removal of items from the property.
• Costs arising from smoking in a designated non-smoking property.
• Unapproved pets in a no-pet property.
• Documented extraordinary cleaning costs beyond normal wear and tear.

All deduction requests must be supported by photographic/video evidence and itemised cost estimates submitted within 72 hours of check-out. StayWorld Bookings will mediate disputed deductions under the dispute process in the Guest Booking Policy.

7. Platform Service Fee (Commission)

7.1 Commission-Based Model

StayWorld Bookings operates on a commission-based model - you only pay when you receive a confirmed booking. We charge Partners a set percentage of the total booking amount (the "Commission") for each reservation received through the Platform. This approach is designed so that the price you set is the price Guests pay; we do not mark up Guest prices.

7.2 What Commission Is Charged On

Commission is charged on the total amount collected from the Guest for the reservation, including the room/property rate, cleaning fees, service fees, and any mandatory add-ons. Commission applies on:

• Confirmed stays - Guest has checked out and paid for their stay.
• Non-refundable and partially refundable bookings - charged regardless of whether the Guest stayed.
• No-shows and cancellations where you charge the Guest - including when a Guest cancels after the free cancellation period ends.
• Overbookings - commission is charged because the property was made available on the Platform.

7.3 When Commission Is Waived

You will not be charged commission in the following circumstances:

• You choose to waive the cancellation or no-show fee for a non-refundable or partially refundable booking.
• You mark a guest as a no-show in the Platform within 48 hours of check-out and waive their cancellation fee.
• You are unable to collect payment because the Guest's payment method is invalid and you report this within the required window.
• For new Partners: overbookings occurring within the first 30 days of going live on the Platform, or where there have been fewer than 5 overbookings in the preceding 12 months.

7.4 Commission Rate

The applicable commission rate is disclosed to each Partner in their StayWorld Bookings Partner Agreement and in the Finance section of their Partner dashboard. The rate varies by property type, location, and participation in optional visibility programmes. See the full StayWorld Bookings Commission Policy for a detailed breakdown.

7.5 Fee Changes

StayWorld Bookings reserves the right to amend its commission structure. Partners will be notified at least 30 days in advance of any change via email and in-app notification. Commission changes apply only to bookings made after the effective date; existing confirmed bookings are unaffected.

8. Partner Payouts

8.1 Payout Trigger

StayWorld Bookings initiates Partner payouts after the Guest has completed check-out and the mandatory hold period has elapsed. For standard bookings, funds become releasable no earlier than 24 hours after the recorded check-out. Finance then disburses the net payout to the Partner's registered payout account via Openfloat or bank transfer within 3-7 business days. Payouts may be delayed in the event of an open dispute, damage claim (72-hour window), fraud investigation, or refund in progress.

8.3 Payout Method

Payouts are disbursed to the Partner's registered Mobile Money number (MTN MoMo or Airtel Money) or bank account as specified in the Partner's account settings. Partners are responsible for maintaining accurate and current payout details. StayWorld Bookings is not liable for failed payouts resulting from incorrect Partner-provided account information.

8.4 Payout Delays

Payouts may be delayed in the following circumstances:

• An open dispute or chargeback relating to the booking is under investigation.
• StayWorld Bookings has reasonable grounds to suspect fraud or policy violation.
• A technical error affecting the payout processing system.
• A court order, regulatory requirement, or law enforcement request.

StayWorld Bookings will notify the Partner of any payout delay and the expected resolution timeline.

8.5 Unclaimed Payouts

If a payout cannot be delivered due to invalid account details and remains unclaimed for 90 days, StayWorld Bookings will attempt to contact the Partner via registered email. If no valid account details are provided within a further 30 days, the unclaimed payout may be forfeited in accordance with applicable Ugandan law.

9. Refunds

9.1 Eligibility

Refunds are issued to Guests in accordance with the cancellation policy of the specific listing at the time of booking, as disclosed at checkout. The available cancellation policy types are described in the Guest Booking Policy.

9.2 Refund Processing Time

Refund processing times are estimates only. StayWorld Bookings is not responsible for delays caused by the Guest's financial institution or mobile money provider once the refund has been initiated on our end.

9.3 Partner-Initiated Cancellations

Where a Partner cancels a confirmed booking, the Guest is entitled to a full refund of the Total Amount paid, including any non-refundable deposit. StayWorld Bookings will initiate this refund within 3 business days of the cancellation being confirmed. The Partner may be subject to a cancellation penalty as described in the Partner Booking Policy.

9.4 Extenuating Circumstances

In the event of declared emergencies, natural disasters, government-mandated travel restrictions, or other extraordinary circumstances beyond reasonable control, StayWorld Bookings may, at its sole discretion, offer refunds that override the standard cancellation policy. Such decisions are made on a case-by-case basis and are final.

10. Chargebacks & Disputes

10.1 Chargeback Policy

Initiating a chargeback with your bank or card provider without first exhausting StayWorld Bookings's dispute process is a violation of this Payments Policy. If you believe you are entitled to a refund, you must first submit a dispute to StayWorld Bookings via support@stayworld.app and allow StayWorld Bookings a minimum of 10 business days to investigate before contacting your financial institution.

10.2 Consequences of Fraudulent Chargebacks

If a Guest initiates a chargeback that StayWorld Bookings determines to be fraudulent, unsubstantiated, or in bad faith (e.g., where services were received in full), StayWorld Bookings reserves the right to:

• Suspend or permanently terminate the Guest's StayWorld Bookings account.
• Pursue recovery of the disputed amount through legal means.
• Report the fraudulent chargeback to relevant financial authorities in accordance with Uganda's Anti-Money Laundering Act 2013 and the Computer Misuse Act 2011.

10.3 Partner Impact of Chargebacks

Where a Guest successfully initiates a chargeback for a booking where services were delivered by the Partner, StayWorld Bookings reserves the right to recover the disputed amount from the Partner's pending or future payouts, pending investigation. Partners are encouraged to maintain records of check-ins, communications, and service delivery as evidence in chargeback disputes.

10.4 StayWorld Bookings Dispute Process

To raise a payment dispute, contact support@stayworld.app with your booking reference, a description of the issue, and supporting evidence. StayWorld Bookings will acknowledge your dispute within 2 business days and aim to resolve it within 10 business days.

11. Failed & Declined Payments

11.1 Payment Failure

If your payment is declined or fails (e.g., insufficient funds, incorrect PIN, network timeout), the booking will not be confirmed. No funds will be debited from your account in the event of a payment failure. You may retry with the same or a different payment method.

11.2 Duplicate Charges

StayWorld Bookings implements idempotency keys on all payment submissions to prevent duplicate charges from network retries. In the rare event that you believe you have been charged twice for the same booking, contact support@stayworld.app immediately with your booking reference and transaction details. Confirmed duplicate charges will be refunded within 3 business days.

11.3 Partial Payments

StayWorld Bookings does not currently support split payments or instalment plans. The full amount due at booking must be paid in a single transaction through a single payment method.

12. Fraud Prevention & Anti-Money Laundering (AML)

12.1 Fraud Detection

StayWorld Bookings employs automated and manual fraud detection mechanisms to protect Guests and Partners. Transactions that appear suspicious may be flagged for review, which may result in a delay in booking confirmation or payout processing.

12.2 Prohibited Payment Conduct

The following are strictly prohibited on the Platform:

• Use of stolen, fraudulent, or unauthorised payment credentials.
• Structuring payments to avoid detection thresholds.
• Use of the Platform to launder funds or circumvent financial regulations.
• Conducting off-platform transactions to circumvent StayWorld Bookings's fee structure after initiating contact through the Platform.
• Submitting fictitious bookings to generate fraudulent payouts.

12.3 AML Compliance

StayWorld Bookings complies with Uganda's Anti-Money Laundering Act 2013 and the Financial Intelligence Authority (FIA) regulations. We may be required to verify the identity of Guests or Partners, report suspicious transactions, or freeze accounts pending investigation by relevant authorities. Cooperation with such requests is a condition of using the Platform.

12.4 Reporting Suspicious Transactions

If you believe you have been a victim of payment fraud on the Platform, or if you are aware of suspicious payment activity, report it immediately to support@stayworld.app. You may also report financial crime to Uganda's Financial Intelligence Authority at fia.go.ug.

13. Payment Data & Security

13.1 Data Handling

StayWorld Bookings does not store full payment card numbers, mobile money PINs, or other sensitive authentication credentials on its servers. Payment data is processed and tokenised by PCI-DSS compliant third-party payment processors.

13.2 Data Protection

Payment-related personal data (name, email, phone number, transaction amounts) is handled in accordance with StayWorld Bookings's Privacy Policy and Uganda's Data Protection and Privacy Act 2019.

13.3 No Sharing with Unauthorised Parties

StayWorld Bookings will never share your payment credentials, transaction data, or personal financial information with Partners or third parties except as required to process your booking or as required by law.

13.4 Phishing & Social Engineering

StayWorld Bookings will never ask you for your mobile money PIN, card CVV, or online banking password via email, SMS, phone, or any channel other than the official checkout flow in the StayWorld Bookings app or website. If you receive such a request purportedly from StayWorld Bookings, do not comply - report it immediately to support@stayworld.app.

14. Liability

To the maximum extent permitted by applicable law:

• StayWorld Bookings is not liable for losses arising from exchange rate fluctuations, bank fees, or delays caused by third-party payment providers.
• StayWorld Bookings is not liable for payment failures caused by the Guest's insufficient funds, expired payment methods, network outages, or mobile money service disruptions by MTN or Airtel.
• StayWorld Bookings's total liability to any Guest or Partner in connection with any payment transaction shall not exceed the amount of that specific transaction.
• StayWorld Bookings is not liable for indirect, consequential, or punitive losses arising from payment delays, failures, or disputes.

Nothing in this Policy limits StayWorld Bookings's liability for fraud, wilful misconduct, or gross negligence on the part of StayWorld Bookings itself.

15. Changes to This Policy

StayWorld Bookings reserves the right to amend this Payments Policy at any time. Material changes will be communicated to registered users via email and in-app notification at least 14 days before the change takes effect. The effective date at the top of this page will be updated accordingly. Continued use of the Platform after the effective date constitutes acceptance of the updated Policy.

For non-material changes (e.g., clarifications, corrections, or updates to reflect changes in law), we may update this Policy without advance notice, though the effective date will always reflect the most recent revision.

16. Contact

For questions, concerns, or disputes relating to payments, refunds, or payouts, please contact StayWorld Bookings through any of the following channels: