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Propertygo Cancellation Policy and Refund Procedures

Last Updated: March 1, 2025

This policy outlines the cancellation and refund procedures for bookings made through Propertygo. By booking a property on our platform, you agree to these terms.

1. Guest Cancellation Policies & Valid Reasons

Guests have two payment options: Reservation Fee and Full Payment. The cancellation policy varies depending on the chosen option and the reason for cancellation.

  • Reservation Fee:
    • If a guest cancels a reservation made with the Reservation Fee option, the Reservation Fee is non-refundable, regardless of the reason.
    • Automatic Cancellation: If the guest, having initially paid the Reservation Fee, does not pay the remaining full amount by the stated due date, the reservation will be automatically canceled, and the Reservation Fee will be forfeited.
  • Full Payment:
    • If a guest cancels a reservation made with the Full Payment option, the guest will receive a refund of the Full Payment amount, minus the Propertygo platform fees, under the following valid reasons:
      • Unexpected Illness or Injury: A documented medical condition preventing travel.
      • Family Emergency: Death or severe illness of an immediate family member.
      • Natural Disaster or Severe Weather: Events making travel to the property unsafe or impossible.
      • Significant Listing Inaccuracies: The property significantly deviates from the listing description, and the host cannot rectify the issue.
      • Uninhabitable Property: The property becomes uninhabitable due to unforeseen circumstances (e.g., fire, flood).

2. Host Cancellation Policies & Valid Reasons

  • Host Cancellations:
    • If a host cancels a confirmed booking, the host is required to refund the guest the full amount paid by the guest.
    • Valid reasons for host cancellation:
      • Emergency Property Maintenance: Urgent repairs needed to ensure safety and habitability.
      • Unforeseen Property Damage: Damage occurs rendering the property unusable.
      • Double Booking (Due to Platform Error): A confirmed booking occurs through an error in the Propertygo platform.
      • Legal Restrictions: Government restrictions prevent the rental.

3. Refund Processing

  • Host-Managed Refunds:
    • Since payments are made directly to the host, refunds are processed by the host. Propertygo does not directly handle refund transactions.
  • Dispute Resolution:
    • In the event of a dispute regarding a refund, guests can contact Propertygo at support_propertygo.rent@padtechcorp.com.
    • Propertygo will make a reasonable effort to resolve the dispute within 30 days of receiving the complaint.
    • Propertygo's resolution will be based on the evidence provided by both parties, the terms of this cancellation policy, and the validity of the cancellation reasons.

4. General Provisions

  • Documentation:
    • Guests and hosts may be required to provide documentation to support their cancellation reason.
  • Notification:
    • Guests and hosts are encouraged to communicate cancellations promptly through the Propertygo messaging system.
  • Force Majeure:
    • Propertygo is not responsible for cancellations due to events beyond our control, such as natural disasters or government actions.
  • Policy Updates:
    • This policy may be updated periodically. Propertygo will notify users of significant changes.

5. Contact Information