Booking Policies

Guest Cancels

• Follows cancellation policy (Flexible/Moderate/Strict/Super Strict)
• May receive partial or no refund based on timing
• $0.50 processing fee deducted from refund
• Refund amount depends on cancellation timing

Host Cancels

• Guest receives full refund (100%)
• No fees deducted from refund
• Includes accommodation cost, service fees, and taxes
• Refund processed automatically

Available Cancellation Policies:

• Flexible: Free cancellation up to 24 hours before check-in
• Moderate: Free cancellation up to 5 days before check-in
• Strict: Free cancellation up to 7 days before check-in
• Super Strict: Free cancellation up to 14 days before check-in

Important Notes:

• Your booking is subject to the cancellation policy that was active when you made your reservation
• If the host changes their policy after your booking, your original policy still applies
• No refunds are available after check-in time (3:00 PM on check-in day)
• All refunds are subject to a $0.50 processing fee

Refund Processing Fees:

• All refunds are processed minus a $0.50 processing fee
• This fee is charged by our payment processor (Stripe) and is non-refundable
• The processing fee is deducted from your refund amount
• Example: $100 booking → Processing fee $0.50 → Refund amount $99.50

How to request a refund:

• Use the "Cancel Booking" button in your booking dashboard
• Or contact support at hello@truebookings.net
• Refunds are processed within 5-10 business days to your original payment method

Host cancellation policy:

• Hosts must provide valid reasons for cancellation
• Guests receive FULL REFUND (100%) when host cancels
• No fees deducted - guest gets back everything they paid
• Includes full refund of accommodation, service fees, and taxes
• Hosts may face penalties for frequent cancellations

Qualifying circumstances:

• Natural disasters or severe weather events
• Government travel restrictions or advisories
• Serious illness or death in the family
• Military deployment or government orders
• Property safety issues or maintenance problems

Booking confirmation:

• Payment is processed immediately upon booking
• Booking is confirmed instantly - no waiting for host approval
• Guests receive confirmation email with property details
• Host receives notification of the new booking
• Host contact information is shared 24 hours before check-in

Fee structure:

• Service fee: 12% of the total booking amount
• Payment processing: Included in service fee
• Security deposit: May be required by host (separate from booking fee)
• Cleaning fee: Set by host (if applicable)
• Refund processing fee: $0.50 per refund (deducted from refund amount)

Age and ID requirements:

• Primary guest must be at least 18 years old
• Valid government-issued photo ID required
• ID must match the name on the booking
• International guests must provide passport or equivalent

Verification process:

• Email address verification
• Phone number verification
• Government ID verification (when required)
• Payment method verification

We may decline bookings for:

• Previous violations of house rules or policies
• Incomplete or inaccurate profile information
• History of property damage or disruptive behavior
• Failure to provide required verification documents

Guest guidelines:

• Respect quiet hours and neighborhood rules
• Keep the property clean and tidy
• Report any damages immediately
• Follow check-in and check-out procedures
• Respect maximum guest limits
• No smoking unless explicitly allowed
• No parties or events without host permission

Host requirements:

• Provide accurate property descriptions and photos
• Maintain clean and safe accommodations
• Respond to guest inquiries within 24 hours
• Provide clear check-in instructions
• Address maintenance issues promptly
• Respect guest privacy

Property requirements:

• Clean and well-maintained accommodations
• Accurate photos and descriptions
• All advertised amenities must be functional
• Reliable internet connection (if advertised)
• Working heating and cooling systems
• Clean linens and towels provided

Accessibility features:

• Wheelchair accessibility (when applicable)
• Clear pathways and doorways
• Accessible bathroom facilities
• Visual and auditory accessibility features
• Accurate accessibility information in listings

Maintenance requirements:

• Regular cleaning between guests
• Prompt repair of reported issues
• Regular safety equipment inspections
• Seasonal maintenance and updates
• Emergency contact availability

Safety requirements:

• Working smoke detectors and carbon monoxide detectors
• Fire extinguisher available
• Emergency contact information provided
• Safe electrical and plumbing systems
• Clear emergency exit routes

Protected characteristics:

• Race, color, ethnicity, or national origin
• Religion or religious beliefs
• Gender, gender identity, or sexual orientation
• Age or disability status
• Marital status or family status
• Political affiliation or beliefs

Host requirements:

• Accept bookings from all qualified guests
• Provide equal service to all guests
• Use objective criteria for guest selection
• Respect guest privacy and dignity
• Report any discriminatory behavior

Guest expectations:

• Respect host property and privacy
• Follow all house rules and local laws
• Communicate respectfully with hosts
• Report any safety or discrimination concerns
• Leave honest and constructive reviews

How to report:

• Contact hello@truebookings.net immediately
• Provide detailed information about the incident
• Include any relevant documentation or evidence
• We will investigate and take appropriate action

Resolution process:

• Contact host first for immediate issues
• Contact our support team for unresolved issues
• Document all problems with photos and descriptions
• We may mediate disputes between guests and hosts
• Refunds may be provided for valid complaints

Review guidelines:

• Reviews must be based on actual stays
• No personal attacks or inappropriate content
• Reviews are moderated for accuracy
• Both guests and hosts can leave reviews

Tax information:

• Local taxes may be added to booking totals
• Tax rates vary by location and property type
• Taxes are calculated and displayed before booking
• Hosts are responsible for tax compliance
• Guests may be required to pay taxes upon arrival

Common additional fees (typical amounts):

• Security deposit: Typically $500 (refundable, returned within 7 days if no damages)
• Cleaning fee: Typically $100 (one-time fee)
• Pet fee: Typically $75 (if pets are allowed)
• Extra guest fee: Typically $25 per person per night (beyond base occupancy)
• Early check-in fee: Typically $50 (if available)
• Late check-out fee: Typically $50 (if available)

Payment details:

• Payments processed through Stripe
• Secure encryption for all transactions
• Multiple payment methods accepted
• Automatic currency conversion available
• Payment receipts provided for all transactions
• Refund processing fee: $0.50 per refund (deducted from refund amount)

Compliance requirements:

• Hosts must have proper permits and licenses
• Properties must meet local safety codes
• Tax collection and reporting requirements
• Zoning and land use regulations

Data protection:

• Personal information is encrypted and secure
• Payment information is processed securely
• We don't sell your personal data
• You can request data deletion at any time