WeStayPH Refund Policy

WeStayPH is committed to supporting fair and transparent refund practices. This Refund Policy (“Policy”) outlines eligibility criteria for full and partial refunds for bookings made on the WeStayPH platform. By booking through WeStayPH, guests and hosts agree to this Policy.

1. Refund Eligibility Overview

Guests may be eligible for a full or partial refund if:

• They cancel within the specified timeframes outlined below.
• They experience extenuating circumstances (see Section 3).
• They encounter significant issues with the accommodation upon arrival (see Section 4).

2. Cancellation Refunds

Each listing may have a specific cancellation policy, which will be displayed on the property’s listing page. WeStayPH offers two types of refunds based on cancellation timing:

a. Full Refund

Guests are eligible for a full refund of the accommodation fees (including any applicable taxes but excluding service fees) if they cancel:

• At least 48 hours before check-in.

b. Partial Refund

For cancellations that do not meet the full refund criteria, Guests may be eligible for a partial refund.

• If canceled within 12 hours of check-in, the Guest receives a 75% refund of the total accommodation fees on a per night basis.
• If canceled within 6 hours of check-in, the Guest receives a 50% refund of the total accommodation fees on a per night basis.
• If canceled within 2 hours of check-in, the Guest receives a 25% refund of the total accommodation fees on a per night basis.
• If canceled 1 hour before check-in, the Guest will not be refunded and if the booking is more than 1 night, the guest will be deducted 1 night on the total nights.

Service fees charged by WeStayPH are non-refundable in partial refund scenarios.

3. Extenuating Circumstances Policy

Certain unexpected events may entitle Guests to a full refund, regardless of the booking’s cancellation policy. These extenuating circumstances include:

• Severe weather or natural disasters impacting the accommodation.
• Government-mandated restrictions preventing travel.
• Verified medical emergencies or death of the Guest or immediate family member.

Documentation is required to substantiate claims under this policy, and refunds are determined on a case-by-case basis.

4. Guest Refunds for Issues with Accommodations

If a Guest encounters significant issues upon arrival, they must contact WeStayPH within 24 hours to qualify for a refund review. Eligible issues include:

• The property is significantly misrepresented (e.g., missing essential amenities, inaccurate number of rooms).
• Health or safety hazards are present that prevent a reasonable stay.
• The Host fails to provide access to the accommodation.

In such cases, WeStayPH may either (1) assist in finding suitable alternative accommodation or (2) issue a partial or full refund, depending on the severity of the issue and availability of alternative accommodations.

5. Host-Initiated Cancellations

If a Host cancels a booking, the Guest is entitled to a full refund, including any WeStayPH service fees. Hosts who frequently cancel may be subject to penalties or removal from the platform.

6. Refund Request Process

Guests must submit refund requests within the cancellation timeframes outlined in this Policy or within 24 hours of encountering issues with the accommodation. Refunds are typically processed within 5-10 business days, depending on the payment method.

7. Policy Modifications

WeStayPH reserves the right to modify this Refund Policy at any time. Notice of changes will be communicated to users through the Platform. Continued use of WeStayPH services constitutes acceptance of any modified policy.

8. Contact Us

For questions about this Refund Policy, please contact:

WeStayPH Customer Support
Email: support@westayph.com