Guest Refund

Softbnb Refund and Refundable Security Deposit Policy

Softbnb’s Refund and Refundable Security Deposit Policy is designed to ensure fairness, transparency, and accountability between guests and hosts.

It governs how refunds and refundable deposits are handled for all bookings made on the Softbnb platform.

This policy works hand-in-hand with our Cancellation Policy and outlines both guest refund procedures and refundable security deposit terms.

1. General Principles

• Refund eligibility is determined by the cancellation policy attached to the booking (Flexible, Moderate, or Strict).
• Softbnb service fees are non-refundable under all circumstances.
• Refunds, when applicable, are returned to the original payment method and may take 7–14 business days to process.
• For listings that require a refundable security deposit, the deposit serves as a form of protection for hosts against damages, missing items, or rule violations during a stay.
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2. Refunds Under Each Policy

2.1 Flexible Policy (For Certain Listings)

• Full Refund: If the guest cancels at least 5 days before check-in.
• 50% Refund: If the guest cancels less than 5 days before check-in.
• No Refund: If cancellation occurs after check-in or for early check-outs.

2.2 Moderate Policy (Default for Most Listings)

• Full Refund: If the guest cancels at least 7 days before check-in.
• 50% Refund: If the guest cancels between 3–6 days before check-in.
• No Refund: If cancellation occurs within 48 hours before check-in or after check-in.

2.3 Strict Policy (Optional by Host)

• Full Refund: If the guest cancels at least 14 days before check-in.
• 50% Refund: If the guest cancels between 7–13 days before check-in.
• No Refund: If cancellation occurs within 6 days before check-in or after check-in.

3. Refundable Security Deposit Policy

3.1 Purpose

Some listings on Softbnb require guests to pay a refundable security deposit.

This deposit serves as financial protection against potential property damage, loss of items, excessive cleaning, or violations of house rules during a stay.

3.2 Collection of Deposit

• The security deposit amount is set by the host and clearly displayed before booking confirmation.
• The deposit is charged or pre-authorized at the time of booking through Softbnb’s secure payment system.
• Guests must successfully pay or authorize the security deposit before check-in is confirmed.

3.3 Conditions for Refund

The full deposit will be refunded to the guest if:

• No damage, loss, or rule violation is reported by the host after check-out.
• The property is left clean and in good condition.
• All access items (keys, cards, remotes, etc.) are returned intact.

3.4 Deductions from Deposit

All or part of the deposit may be withheld if:

1. Property Damage – Any damage to furniture, fixtures, or appliances occurs.
2. Excessive Cleaning – The property requires more than normal cleaning after the stay.
3. Missing or Replaced Items – Items belonging to the host are missing or replaced with inferior versions.
4. Violation of House Rules – Such as smoking, hosting parties, or bringing unauthorized guests or pets.
5. Late Checkout Without Approval – Staying beyond the agreed checkout time.

The host must provide evidence (photos, receipts, or videos) to support any claim.

Softbnb’s dispute team will verify before authorizing any deductions.

3.5 Refund Process

• If no issues are reported, the deposit is automatically refunded within 3-5 business days after checkout.
• If a claim is made, the refund will be temporarily held pending investigation (typically resolved within 5-10 business days).
• Refunds are processed to the same payment method used for booking.

4. Cancellation by Host

If a host cancels a confirmed booking:

• The guest will receive a full refund, regardless of the host’s cancellation policy.
• Softbnb may assist the guest in finding replacement accommodation.
• Repeated cancellations by a host may lead to penalties or account suspension.

5. Extenuating Circumstances

In exceptional situations such as:

• Natural disasters,
• Political unrest,
• Epidemics, or
• Verified medical emergencies,

Either party may cancel without penalty.

Official proof (e.g., medical report, government notice) must be submitted for review.

Softbnb will determine refund eligibility on a case-by-case basis.

6. Dispute Resolution

• Disputes regarding cancellations, damages, or refunds must be reported to Softbnb Support within 48 hours of notification.
• Both guests and hosts must provide all relevant documentation or evidence.
• Softbnb will review the claim and make a final and binding decision in accordance with this policy.

7. Host Responsibilities

• Hosts must inspect their property immediately after checkout and report any damages within 24 hours.
• Failure to do so may result in loss of eligibility to claim from the guest’s deposit.
• Hosts should ensure their listing clearly states whether a security deposit is required before accepting bookings.

8. Softbnb’s Role

Softbnb acts as a neutral intermediary:

• Holding and releasing security deposits safely.
• Reviewing and deciding claims based on verified evidence.
• Ensuring fair and timely refunds for all parties.

Final Note

Softbnb provides a safe and transparent platform for property rentals worldwide.

All refunds and security deposit actions are conducted strictly in line with:

• The host’s cancellation policy,
• The Refund and Security Deposit Policy, and
• Applicable laws and fairness principles.

By confirming a reservation, both guests and hosts acknowledge and accept these terms.