Refund Policy

Introduction

This Refund Policy applies to payments made directly to PataStay for services provided through the platform, including guest unlock fees and host package or subscription payments.

It should be read together with PataStay's Terms and Conditions and, where applicable, the Host Terms .

Types of Payments on PataStay

Understanding who receives a payment is important when determining who is responsible for a refund.

Guest Unlock Fees

Certain property contact details on PataStay may require a guest to pay an access fee before the information is revealed.

Once a successful payment results in the applicable host details being made available to the guest, the unlock service is generally treated as having been delivered.

Guests should contact the host after unlocking and confirm availability, accommodation price, property details and payment arrangements before paying the host.

When an Unlock Fee May Be Eligible for a Refund

A refund may be considered where the PataStay service paid for was not successfully provided or where a payment error occurred.

Examples may include:

• Unlock failed

  Payment was successfully charged but the applicable host details were not revealed and PataStay cannot restore access.

• Duplicate charge

  The same unlock was unintentionally charged more than once.

• Incorrect platform charge

  A payment amount was charged incorrectly because of a verified PataStay system or processing error.

• Wrong unlock caused by platform error

  A verified technical error caused PataStay to unlock a different property from the one selected by the guest.

Eligibility will depend on the circumstances and available transaction records.

When an Unlock Fee Is Generally Not Refundable

Where PataStay has successfully delivered the paid unlock and the applicable host information was made available, a refund will not normally be due merely because the guest later decides not to proceed with the property.

Examples include:

Host Package and Subscription Payments

Hosts may purchase paid packages that provide access to specified PataStay listing limits, subscription periods or platform features.

Hosts should review the package details and price before completing payment.

Where a paid package has been successfully activated and the host has received access to the applicable package features, the service is considered to have begun.

Refund requests for activated host packages may be considered where required by applicable law or where there has been a verified PataStay billing or technical error.

Host Renewals, Resubscriptions and Upgrades

A host may renew, resubscribe to or upgrade a package where those options are available.

Once the renewed or upgraded package has been successfully activated, the applicable features or listing capacity may become available immediately.

A completed renewal or upgrade will not normally be refundable simply because the host later decides they no longer require the package.

Verified duplicate payments, billing errors or other payment processing mistakes may be reviewed for correction or refund.

Accommodation Payments Made Directly to Hosts

Unless PataStay expressly states otherwise for a particular transaction, accommodation payments are arranged and paid directly between guests and independent property hosts.

PataStay does not automatically receive or hold accommodation money simply because the guest found the property through PataStay.

Guests should confirm any host cancellation or refund terms before sending accommodation payment.

Host Cancellations and Accommodation Refunds

If a host cancels a stay after receiving accommodation payment directly from a guest, the guest should first contact the host regarding any refund due.

Where appropriate, a guest may report the issue to PataStay and provide relevant information such as:

• Property name.
• Host name.
• Messages exchanged with the host.
• Payment confirmation.
• Transaction reference.
• Agreed stay dates.
• A description of what occurred.

PataStay may review complaints and take appropriate platform action where necessary, but reporting a dispute does not automatically make PataStay responsible for refunding money that was paid directly to an independent host.

Duplicate, Incorrect or Unauthorized Charges

If you believe PataStay has charged you more than once for the same service or charged an incorrect amount, contact us as soon as reasonably possible.

Please provide the applicable:

• Name.
• Telephone number or email address used.
• Transaction reference.
• Payment date.
• Amount charged.
• Property or host package involved.
• Evidence showing the duplicate or incorrect transaction.

Reports of unauthorized payments may require additional verification and may also need to be raised with the relevant payment provider or financial institution.

How to Request a Refund

Refund requests relating to payments made directly to PataStay should be submitted through our support channels.

Include enough information for us to locate and assess the relevant transaction.

How Refund Requests Are Reviewed

PataStay may review available records before deciding whether a refund request qualifies.

This may include reviewing:

• Payment records.
• Transaction references.
• Unlock records.
• Whether host details were successfully revealed.
• Host subscription or package status.
• Relevant technical logs.
• Support communications.
• Other information reasonably relevant to the request.

We may contact you for additional information where reasonably necessary to assess the request.

Approved Refunds

If a refund is approved, PataStay will normally seek to return the eligible amount through an appropriate payment method.

The time required for the refunded amount to appear may depend on the payment provider, mobile money service, bank or other financial institution involved.

PataStay cannot guarantee processing times controlled entirely by an external payment provider after the refund has been initiated.

Fraudulent or Abusive Refund Requests

Refund systems must not be used to obtain services without paying for them or to make knowingly false claims.

PataStay may reject a refund request or restrict an account where there is reasonable evidence of:

• Fabricated payment claims.
• False evidence.
• Repeated abusive refund requests.
• Attempts to obtain repeated refunds after services were delivered.
• Fraudulent payment activity.
• Abuse of PataStay systems or payment processes.

Appropriate action may also be taken under PataStay's Acceptable Use Policy .

Changes to This Refund Policy

PataStay may update this Refund Policy to reflect changes to platform services, payment methods, host packages, business operations or applicable requirements.

The current version will be published on this page together with the applicable update date.

Refund requests will be assessed according to the circumstances and applicable terms relating to the relevant payment.

Contact PataStay

For a PataStay payment issue, duplicate charge or refund request, contact our team and include the relevant transaction information.