Refund Policy

Relaxly serves as a marketplace connecting students and tenants with hostel owners and accommodation providers. While Relaxly facilitates bookings and payment processing, each hostel owner retains the right to establish and enforce their own refund policies.

By making a booking through Relaxly, you acknowledge and agree that refund decisions are primarily determined by the hostel owner or accommodation provider.

Refund eligibility depends on the specific refund policy of the hostel where the booking was made.

Factors that may affect refund approval include:

• Time remaining before check-in
• Reason for cancellation
• Payment status
• Room allocation status
• Hostel-specific policies
• Special promotions or discounted bookings

Submitting a refund request does not guarantee approval.

Students may submit refund requests through Relaxly.

Once submitted:

1. The request is forwarded to the hostel owner.
2. The hostel owner reviews the request.
3. The hostel owner approves, partially approves, or rejects the request.
4. Relaxly processes any approved refund according to the owner's decision.

Refund requests may require supporting documentation depending on the circumstances.

Hostel owners have the authority to:

• Approve a full refund
• Approve a partial refund
• Reject a refund request

Relaxly does not override owner refund decisions except where required by law or in cases involving fraud, duplicate payments, or system errors.

Approved refunds may not equal the original booking amount.

A hostel owner may deduct amounts for:

• Administrative charges
• Reservation fees
• Processing fees
• Occupied room periods
• Damages or violations
• Non-refundable booking fees

As a result, the refunded amount may be lower than the amount originally paid.

A refund may be denied in situations including but not limited to:

• Failure to check in without prior notice
• Violation of hostel rules
• Late cancellation according to hostel policy
• Fraudulent bookings
• False information provided during booking
• Non-refundable promotional reservations

Once a refund is approved:

• Relaxly will initiate the refund process.
• Processing times depend on the payment provider.
• Mobile Money, bank transfers, and card refunds may require different processing periods.

Estimated processing times may range from 3 to 30 business days.

Certain Relaxly service fees, transaction fees, or payment processing fees may be non-refundable where permitted by applicable law.

Any applicable deductions will be communicated during refund processing.

If a student disagrees with a refund decision, they may submit a dispute through Relaxly Support.

Relaxly may review the matter and facilitate communication between the student and hostel owner but does not guarantee reversal of an owner's decision.

In cases involving:

• Duplicate charges
• Technical payment failures
• Incorrect billing
• Platform processing errors

Relaxly reserves the right to issue refunds independently of the hostel owner's refund policy.

For refund-related questions, contact: