Cancellation Policies

EZURU.COM allows hosts to choose from three main cancellation policies (Flexible, Moderate and Strict) that it will adhere to and enforce to protect both guest and host members. An additional super strict cancellation policy may be available on the invitation of EZURU.COM, if special criteria are met. Also, an additional long term cancellation policy will apply specifically to reservations of 28 nights or more. Each listing on the EZURU.COM platform will clearly state the applicable cancellation policy. Guests may review the cancellation policy and their refund eligibility in the event of cancellation, if any, on the relevant listing. A host may be able to see the number of cancellations that a guest has made over the 12-month period immediately preceding a request for booking. When a guest submits such a request, the host may legitimately take this information into account when deciding whether or not to accept the booking request.
  • Under the flexible refund policy, a guest will be eligible for a full refund for a limited period of time.

 

  • For a full refund of the host fees in the case of accommodation host services, the guest must cancel at least 24 hours before the check-in time.

 

  • In the event of cancellation within 24 hours of the check-in time, the first night will be non-refundable. Provided that the guest has cancelled at least 24 hours before check-in, cleaning fees, parking fees and transport fees will be refunded.

 

  • In the event of cancellation after check-in, the guest will be refunded for nights not spent more than 24 hours after the time of cancellation (with each night commencing at the same time as check-in on the first night).

 

  • For a full refund of the host fees in the case of experience or event host services, under the flexible refund policy, the guest must cancel at least 24 hours before the time of commencement of the experience or event.

 

  • In the event of cancellation within 24 of the time of commencement, the guest shall not be eligible for a refund. Provided that the guest has cancelled at least 24 hours before commencement, parking fees and transport fees will be refunded.

 

  • The EZURU.COM service fees are non-refundable. Cancellation policies may be overridden by EZURU.COM, or in consideration of extenuating circumstances as below.

 

  • In the event of a dispute between the host and guest as to cancellation, EZURU.COM may resolve the dispute, in its sole discretion, and remit fees accordingly.
  • Under the Moderate Refund Policy, a Guest will be eligible for a full refund for a limited period of time.

 

  • For a full refund of the Host Fees in the case of Accommodation Host Services, the Guest must cancel at least 7 days before the check-in time.

 

  • In the event of cancellation within 5 days of the check-in time, the first night will be non-refundable, but 50% of the remaining Host Fees will be refunded.

 

  • Cleaning fees, parking fees and transport fees will not be refunded. In the event of cancellation after check-in, the Guest will be refunded 50% of the Host Fees for nights not spent more than 24 hours after the time of cancellation (with each day calculated at the same time as check-in on the first night).

 

  • For a full refund of the Host Fees in the case of Experience or Event Host Services, under the Moderate Refund Policy, the Guest must cancel at least 5 days before the time of commencement of the Experience or Event.

 

  • In the event of cancellation within 5 days of the time of commencement, the Guest shall not be eligible for a refund. Parking fees and transport fees will not be refunded.

 

  • The EZURU.COM Service Fees are non-refundable. Cancellation policies may be overridden by EZURU.COM, or in consideration of Extenuating Circumstances, as below. In the event of a dispute between the Host and Guest as to cancellation, EZURU.COM may resolve the dispute, in its sole discretion, and remit Fees accordingly. 
  • Under the Strict Refund Policy, a Guest will be eligible for a full refund of Host Fees in the case of Accommodation Host Services; so long as the Guest cancels within 48 hours of booking, and at least 14 days before the check-in time.

 

  • In the case of cancellation at least 7 days before check-in (with each day calculated from the time of check-in on the first day), the Guest will be eligible for a 50% refund of the Host Fees.

 

  • In the case of cancellation within 7 days of check-in, or after check-in, the Guest will not be eligible for any refund of Accommodation Fees.

 

  • Cleaning fees, parking fees and transport fees will not be refunded. For a full refund of the Host Fees in the case of Experience or Event Host Services, under the Strict Refund Policy, the Guest must cancel with 48 hours of booking, and at least 14 days before the time of commencement of the Experience or Event.

 

  • In the case of cancellation more than 7 days before the time of commencement, the Guest shall be eligible for a 50% refund of Host Fees. In the case of cancellation within 7 days of the commencement of the Experience of Event, the Guest shall not be eligible for a refund.

 

  • Parking fees and transport fees will not be refunded. The Ezuru.com Service Fees are non-refundable. The Strict Refund policy will be applied automatically during the public and official holidays; also, during the promotional offers on units.

 

  • Cancellation policies may be overridden by Ezuru.com, or in consideration of Extenuating Circumstances, as below. In the event of a dispute between the Host and Guest as to cancellation, Ezuru.com may resolve the dispute, in its sole discretion, and remit Fees accordingly.

Due to the cancellation disrupting guests' plans; the following penalties will be applied for host’s cancellations:

  • Cancellation fee. The fee will be waived for the Host’s first cancellation within a 6-months period. After that, the following fee will be deducted from the Host’s first payout after the cancellation. The amount deducted will depend on when the Host accepted the reservation and how soon before the check-in the Host cancelled the reservation:

  • More than 7 days before check-in, EZURU.COM will deduct 1 Night from the Host’s next pay-out.
  • Less than 7 days before check-in, EZURU will deduct 1 Night in addition to EZURU.COM's fees from your next payout.

  • Automated review: If the Host cancelled before the day of check-in, an automated review will be posted on the Host’s listing profile indicating that the Host cancelled one of their reservations. These reviews are non-removable, but the Host can always write a public response to clarify the reason of cancellation.

  • Guest review: If the Host cancelled on the day of check-in or later, guests may leave a public review on the Host’s listing profile.

  • Unavailable/blocked calendar: The Host’s calendar will stay blocked and they will not be able to accept any other reservations that are made on the same day as the previously cancelled reservation.

  • Account suspension: If the Host cancelled 3 or more reservations within the same year, EZURU.COM may deactivate the Host’s listing. Unless there are extenuating circumstances, there will be no exceptions to EZURU.COM's cancellation policy.



Additional terms

Extenuating Circumstances

You may also be eligible for a refund as a Guest, notwithstanding the applicable cancellation policy, if you have to cancel because of extenuating circumstances.

Hosts may also cancel for certain extenuating circumstances. Below is a list of extenuating circumstances that qualify for such a refund:

  • Before you cancel, check that your circumstances are included in the list below and that you can provide the required documentation. If applicable, submit the relevant documentation to EZURU.COM within 14 days of cancellation. We will review your case and remit fees accordingly. Please note that refunds may only be available when the extenuating circumstances occur before the official check-in time/date.
  • Death of a Host, Guest, additional guest, immediate family member or caregiver. You will be required to provide proof in the form of a death certificate, obituary, news article naming the deceased or a police report.

  • Unexpected Serious Illness Or Injury (excluding known pre-existing conditions) affecting the Host or a member of the Guest’s attending/travelling party. You will be required to provide proof in the form of a doctor’s certificate or statement from a physician confirming that the person cannot host, travel or attend the Experience/Event (dated after the reservation was booked and provided within 14 days of cancellation).

  • Government-Imposed Obligations including jury duty, travel restrictions, court appearances and military deployment. You will be required to provide proof in the form of the official notice, including the name of the person called upon (dated after the reservation was booked).

  • Unforeseen Property Damage And Amenity Issues that render the relevant listing unsafe or uninhabitable. You will be required to provide proof in the form of photos of the damage, evidence that the issue is being attended to, including an invoice for repairs, and an estimate of the timeframe.
  • Transportation Issues that make it impossible to travel to your destination, including road closures and flight cancellations due to airport closures, closures caused by natural disasters and train/bus/ferry cancellations. You will be required to provide proof in the form of notice of the relevant road/airport closure (delayed or rescheduled flights, overbookings, airline strikes and the inability of an airline to complete a flight are not covered), or documentation that shows that the train/bus/ferry carrier was not operating on that day (such as a screenshot of the company’s website or an official statement from the carrier).

  • Natural Disasters, Terrorist Activity, And Civil Unrest that prevent the guest from traveling to or from the destination or that make it unsafe to host guests will be reviewed by EZURU.COM on a case-by-case basis.

  • Endemic Disease Or Illness that suddenly affects a region or an entire group of people (excluding existing diseases that are associated with an area, such as dengue fever in Hawaii) will be reviewed by EZURU.COM on a case-by-case basis.

  • Travel Restrictions imposed by a government, law enforcement agency or military that restrict travel to or from the listing or experience location will be reviewed by EZURU.COM on a case-by-case basis.

  • Safety And Security Threat Advisories issued for the listing or experience location or the guest party’s departure location will be reviewed by EZURU.COM on a case-by-case basis.

  • Essential Utility Outages that affect the listing or experience location will be reviewed by EZURU.COM on a case-by-case basis.

  • Changes To Visa Or Passport Requirements that make it impossible to travel to the destination (excluding lost or expired travel documents) will be reviewed by EZURU.COM on a case-by-case basis.

Legitimate Concerns About Safety And/Or Behavior that make it unreasonable or irresponsible for the host to render the relevant services will be reviewed by EZURU.COM on a case-by-case basis.