StayWorld Bookings Refund Policy

Version 2.0 — Effective: 23 May 2026 — Applies to all bookings confirmed on or after this date.
Previous versions available upon request: legal@stayworld.app

1. Scope and Purpose

This Refund Policy (“Policy”) sets out the conditions under which StayWorld Bookings International Ltd (“StayWorld Bookings,” “we,” “us,” or “our”) will issue, calculate, and process monetary refunds to guests who have made a booking through the StayWorld Bookings platform.

This Policy must be read together with the Cancellation Policy, Terms of Service, Payments Policy, and Guest Booking Policy. In the event of conflict between this Policy and any of the above documents, this Policy governs with respect to refund matters.

By completing a booking on StayWorld Bookings, you agree to this Refund Policy in full.

2. When a Refund Is Permitted

A refund may be issued in the following circumstances only:

1. Guest cancellation within the free-cancel window - the guest cancels before the applicable policy deadline (see Section 3);
2. Host-initiated cancellation - the host cancels a confirmed booking (Section 6);
3. Verified extraordinary circumstances / force majeure - as defined in Section 7;
4. Booking modification price decrease - where a modification results in a lower total booking amount, the difference is refunded;
5. System or platform error - where a duplicate or erroneous charge is verified by StayWorld Bookings;
6. Admin discretionary refund - issued manually by an authorised StayWorld Bookings Support staff member in documented exceptional circumstances (Section 15).

3. Refund Eligibility Matrix by Policy Tier

StayWorld Bookings operates five standard cancellation policy tiers. The applicable tier for any booking is disclosed on the property listing page and on the booking review screen before payment is confirmed.

Policy Tier	Free-Cancel Window	Refund % Within Window	Refund % Outside Window
Flexible	At least 24 hours before check-in	100% of total paid	0%
Moderate	At least 48 hours before check-in (or host-configured deadline)	100% (or host-configured %)	0%
Strict	At least 72 hours before check-in (or host-configured deadline)	Up to 50% (or host-configured %, max 50%)	0%
Super Strict	At least 7 days (168 hours) before check-in (or host-configured deadline)	Up to 25% (or host-configured %, max 25%)	0%
Long Term	At least 30 days (720 hours) before check-in	50% of total paid	0%
Custom	Host-configured (hours)	Host-configured %	0%
Non-Refundable	N/A	0%	0%

4. Host-Configured Policy Settings

Hosts who list properties on StayWorld Bookings may customise the following parameters within the bounds permitted by this Policy:

• Cancellation deadline (hours): The number of hours before check-in within which a free cancellation is permitted. The host may increase this beyond the standard default but may not reduce it below it for a less strict tier (e.g., a Flexible policy host cannot set a deadline of 0 hours).
• Refund percentage within deadline: For Moderate, Custom, and Strict tiers, the host may configure the refund percentage offered within the free-cancel window. For Strict, the maximum is 50%; for Super Strict, the maximum is 25%.
• Non-refundable rate option: Hosts may offer a discounted non-refundable rate as an alternative booking option. Guests who select this rate at booking receive a lower price in exchange for forfeiting all refund rights.

Host-configured parameters are stored at the time of booking and govern the specific booking, regardless of any subsequent changes to the host’s listing settings.

5. Non-Refundable Rates

Certain bookings are designated as Non-Refundable at the time of booking. This designation is:

• Clearly displayed on the booking review screen before payment is collected;
• Included in the booking confirmation email;
• Stored permanently on the booking record and cannot be retroactively changed.

Non-refundable bookings are not eligible for any refund under any circumstances, including extraordinary circumstances, unless StayWorld Bookings determines at its sole discretion that a force majeure situation of the most serious nature applies.

Guests who select a non-refundable rate do so voluntarily and with full disclosure. StayWorld Bookings will not override this designation based on a change of mind, illness (unless supported by a medical certificate and at StayWorld Bookings’s discretion), or other personal circumstances.

6. Host-Initiated Cancellations

If a confirmed booking is cancelled by the host at any time after confirmation, the guest is entitled to a full refund of 100% of the total amount paid, including all fees and taxes. This right is absolute and not subject to any host-configured policy.

In addition, StayWorld Bookings will:

• Assist the guest in identifying alternative accommodation of comparable or superior standard where possible;
• Apply penalties to the host’s account in accordance with StayWorld Bookings’s Host Cancellation Policy;
• Process the full refund within the standard timeline of 5–14 business days.

StayWorld Bookings is not liable for consequential losses arising from a host-initiated cancellation, including but not limited to travel costs, lost bookings, or third-party expenditure.

7. Force Majeure & Extraordinary Circumstances

StayWorld Bookings may, at its sole and documented discretion, issue a full or partial refund outside the standard policy window in verified extraordinary circumstances beyond the guest’s reasonable control, including:

• Natural disasters (earthquakes, volcanic eruptions, floods, wildfires, hurricanes) directly affecting the booking destination;
• Government-imposed travel bans, border closures, or mandatory evacuation orders applicable to the guest’s origin or destination;
• Death of the guest or an immediate family member (spouse, child, sibling, parent) - supported by an official death certificate;
• Serious illness of the guest requiring hospitalisation - supported by a signed medical certificate from a licensed physician;
• Total destruction or forced closure of the booked property making fulfilment impossible.

Force majeure claims are reviewed on a case-by-case basis. A valid claim does not automatically guarantee a full refund; the percentage refunded will be proportionate to the circumstances and the host’s financial exposure. StayWorld Bookings’s determination is final and binding.

8. No-Show Refunds

A no-show is recorded when the guest does not arrive on the scheduled check-in date and has not cancelled through the StayWorld Bookings platform in advance. In the event of a no-show:

• No refund is issued, regardless of the booking’s cancellation policy tier;
• The booking amount is forfeited in full;
• The property is released to other guests after a reasonable waiting period (typically 2 hours past the check-in time), unless prior arrangements were made directly with the host.

Guests who know they will be delayed must contact the host and StayWorld Bookings Support as early as possible. Late arrival does not constitute a no-show if prior notification was provided and the host has confirmed the late arrival.

9. Refund Calculation Method

All refund amounts are calculated as a percentage of the total booking amount paid at the time of the original transaction. The calculation is:

Refund Amount = floor( Total Paid × Refund Percentage / 100 )

Rounding is always applied downward (floor) to avoid overpayment. The following are excluded from the refundable base and are non-refundable in all circumstances:

• StayWorld Bookings platform service fees;
• Payment processing fees charged by the payment gateway;
• Any tourism or government taxes already remitted to a tax authority on the booking.

10. Refund Processing Procedure

All refunds on the StayWorld Bookings platform follow this documented procedure to ensure accuracy, auditability, and protection of all parties:

1. Cancellation submitted - The guest or host cancels via the platform. The system immediately calculates refund eligibility using the host-configured policy stored at booking time.
2. Cancellation confirmation - An automated email is sent to the guest confirming the cancellation, the refund eligibility determination, and the expected refund amount. A notification is simultaneously sent to the host and to StayWorld Bookings Support.
3. Support alert and review - StayWorld Bookings Support receives an automated alert with a direct link to the Refund Review Panel. A support staff member reviews the cancellation against the stored policy within 2 business days.
4. Refund decision recorded - An authorised StayWorld Bookings support staff member records the refund decision (or no-refund decision) in the Refund Review Panel, providing a documented reason. This action is irreversible and is permanently logged in the booking’s audit trail with the staff member’s credentials, IP address, and timestamp.
5. Refund request created - A refund request document is created for the finance team, containing full payment details and the authorised amount.
6. Finance processing - The finance team executes the refund via the original payment method (mobile money reversal, bank transfer, or payment gateway credit).
7. Notification to all parties - Upon completion, automated emails are sent to the guest, the host, and StayWorld Bookings Support, each confirming the refund amount, payment reference, and timestamp.

Every step of this process is logged in an immutable audit trail stored in StayWorld Bookings’s database and is available for regulatory inspection upon authorised request.

11. Payment Method and Timeline

Refunds are always issued to the original payment method used at booking:

Payment Method	Estimated Refund Timeline	Notes
MTN Mobile Money	1–5 business days	Subject to MTN processing times
Airtel Money	1–5 business days	Subject to Airtel processing times
Bank Transfer (local)	3–7 business days	SWIFT/local interbank clearing
Bank Transfer (international)	7–14 business days	SWIFT fees borne by guest; refunded in original currency
Credit / Debit Card (Visa/Mastercard)	5–14 business days	Depends on card-issuing bank
Stripe / Other Gateway	5–10 business days	Subject to gateway processing

All refunds are processed in the original booking currency. StayWorld Bookings is not responsible for currency conversion losses or charges applied by the guest’s bank or mobile money provider.

If a refund cannot be returned to the original payment method (e.g., account closure), StayWorld Bookings will contact the guest to arrange an alternative. The guest must respond within 30 days; otherwise the amount may be credited to a StayWorld Bookings account wallet.

12. Partial Refunds and Adjustments

Partial refunds are issued in the following circumstances:

• The applicable cancellation policy specifies a refund percentage less than 100% (e.g., 50% under Strict policy);
• A booking modification results in a lower total cost - the difference is refunded;
• A force majeure determination results in a partial rather than full refund;
• StayWorld Bookings Support issues a discretionary partial refund (see Section 15).

Partial refunds are subject to the same processing procedure and timeline as full refunds.

13. Refund Request Submission

Guests do not need to “request” a refund separately after cancelling through the platform - the refund process begins automatically upon cancellation. However, to raise a specific refund claim (e.g., force majeure, billing error, host-initiated cancellation), submit a request as follows:

• Email: support@stayworld.app
• Subject line: Refund Request – [Your Booking Reference]
• Include: full name, booking reference, reason for claim, and supporting documentation
• Deadline: within 14 days of the cancellation date (or 72 hours for force majeure claims)

Requests submitted after the deadline will not be considered. All communications must be in writing (email); verbal requests will not be actioned.

14. Dispute Resolution

If you believe a refund has been incorrectly calculated, denied, or delayed, you may escalate a dispute as follows:

1. Internal review: Email support@stayworld.app within 14 days of the refund decision, providing full details of your concern. StayWorld Bookings will respond within 10 business days.
2. Senior review: If unresolved, escalate to legal@stayworld.app within 30 days of the internal review response. A senior compliance officer will review the matter within 15 business days.
3. External remedies: Nothing in this Policy limits your rights under applicable consumer protection legislation in your jurisdiction. Guests in Uganda may contact the Uganda Consumer Protection Unit; guests in other jurisdictions may contact their local consumer authority.

15. StayWorld Bookings Support Refund Authority

StayWorld Bookings Support staff are authorised to issue manual (discretionary) refund decisions in exceptional circumstances not covered by the standard policy matrix. All manual refund decisions:

• Must be made by an authenticated staff member holding a valid support access credential;
• Must be made through the StayWorld Bookings Refund Review Panel - no refund may be processed outside this system;
• Must include a documented reason of at least 20 characters recorded in the system;
• Are re-verified against the access credential at the time of execution (not just at login);
• Are irreversible once committed;
• Trigger automated audit emails to the guest, the host, and the StayWorld Bookings internal compliance inbox;
• Are permanently logged with the staff member’s email address, IP address, and exact timestamp.

Any attempt to access the Refund Review Panel without authorisation is a criminal offence under the Computer Misuse Act 2011 (Uganda) and equivalent legislation in other jurisdictions. All access attempts - successful and unsuccessful - are logged and monitored.

16. Fraud and Abuse Prevention

StayWorld Bookings maintains comprehensive fraud detection and prevention systems. The following actions may result in permanent account suspension and forfeiture of any pending refunds:

• Filing false or exaggerated refund or force majeure claims;
• Submitting fraudulent supporting documentation;
• Initiating unauthorised charge-backs with a payment provider before completing StayWorld Bookings’s dispute resolution process;
• Attempting to manipulate booking records, cancellation timestamps, or policy settings;
• Colluding with hosts, staff, or third parties to fraudulently obtain refunds.

StayWorld Bookings reserves the right to pursue civil and criminal remedies against individuals who engage in fraudulent refund activity.

17. Contact

For all refund-related enquiries:

• Email: support@stayworld.app
• Legal / Compliance: legal@stayworld.app
• Phone: +256 727 182 720
• Online form: stayworld-bookings.web.app/contact-support

Response time: within 2 business days for standard enquiries; 10 business days for dispute reviews.