Refund Policy

1. Purpose

This Refund Policy explains when refunds may be issued and how disputes are handled fairly for both guests and hosts.

2. Important Principles

• Refunds depend on the booking status, timing, and evidence.
• Nexa Stays aims to protect both sides using an evidence-based process.
• All refund requests must be submitted through Nexa Stays support with supporting proof where required.

3. Cases Where a Guest May Be Eligible for a Refund

Refund eligibility may apply when:

• The property is materially different from what was booked (significant mismatch, not minor differences).
• The location is not the same as advertised (bait-and-switch).
• Host fails to provide check-in access without a valid solution.
• Confirmed safety or compliance issue prevents staying.

4. Proof Requirements for "Not as Advertised" Claims

The guest must provide proof, including where possible:

5. False or Unsupported Claims — Partial Refund Rule

If the investigation determines the property was not materially different and the claim was unsupported or the guest simply changed their mind:

6. Host-Initiated Issues

If a host adds fees after booking that were not disclosed, changes rules materially, asks the guest to leave early without valid cause, or creates unreasonable requirements, Nexa Stays may issue a refund or partial refund based on severity, timing, and evidence.

7. Standard Cancellations and Timing

Refund outcomes vary based on: cancellation time relative to check-in, whether the stay has started, host cancellation policy, and whether a dispute is involved. Nexa Stays may enforce default cancellation options depending on listing type and local requirements.

8. How the Refund is Processed

• Approved refunds are sent to the original payment method where possible.
• Processing times depend on the payment provider and banks.
• Some transaction fees may be non-refundable where permitted by law.

9. Abuse Prevention

Repeated refund abuse, false claims, or manipulation may result in account restrictions, suspension, or permanent removal from the platform.

10. Contact