🧾 Guest Refund Policy

Our Guest Refund Policy ensures a fair, transparent process when a stay does not go as expected. We aim to protect guests while maintaining a balanced system for hosts.

🛬 1. Before Check-In (Cancellations)

Guests may cancel a reservation through their Menorca Beach Stays account.

✔️ Eligible for Refund

• ⏳ Cancellation within the host’s allowed cancellation window
• 💸 Instant wallet refund (minus non-refundable fees)
• 🔁 Wallet funds can be used for future bookings or withdrawn after approval

❌ Not Eligible

• ❗ Cancelling after the host’s deadline
• 🚫 No-show without informing the host
• 📅 Changing dates instead of cancelling the stay

🏡 2. After Check-In (Stay Issues)

If a property does not match what was advertised, guests may request a refund within 24 hours of check-in.

Eligible Issues

• 🚫 Property not accessible or host not reachable
• 🧹 Unsafe, unclean, or unusable conditions
• ❌ Major amenities missing (e.g., water, electricity, lock failure)
• 📸 Property extremely different from listing (false representation)

What We Require

• 📸 Photos/videos of the issue
• 📝 Description of the problem
• ⏱️ Report submitted within 24 hours of check-in

If approved, guests may choose:

• 🔄 Full refund
• 🔀 Move to another available property
• 💰 Partial refund + continue the stay

🛡️ 3. Host Resolution First

To keep the process fair:

• Hosts are notified immediately
• They have 4 hours to fix the issue (repair, cleaning, access, etc.)
  If the host resolves it, the refund request closes.

💳 4. Refund Method

Refunds are issued to the guest’s Menorca Beach Stays Wallet.

Guests may:

• 🔁 Use wallet balance for new bookings
• 🏦 Request withdrawal (bank transfer, Stripe or PayPal)
  Refund speed:
• Wallet refund: instantly
• Withdrawal: 24–48 hours

The 5% platform fee is non-refundable.

📌 5. When Refunds Are Not Provided

Guests will not receive refunds for:

• Weather, personal schedule changes, or transportation delays
• Disliking décor, layout, or neighbourhood
• Minor inconveniences that do not affect stay quality
• Attempting to leave early without valid reasons
• Violating house rules or causing damage

💬 6. Support & Dispute Handling

If no agreement is reached between guest and host:

• 📝 Our support team reviews all evidence
• ⚖️ A final decision is made within 48 hours
• 🔐 All decisions prioritise fairness and verified facts