Cancellation Policy

Our cancellation policy is designed to be fair and clear. Guests should review the specific cancellation rules on each listing before booking, and hosts should clearly post their chosen refund terms (e.g., Flexible, Moderate, Strict). In general:

• Guest Cancellations (Normal Conditions): If a guest needs to cancel and no extraordinary event has occurred, the refund amount depends on the host’s stated policy for that booking. For example, a host might offer a full refund if you cancel X days before check-in, or a partial refund for later cancellations. Any refund outside these rules is at the host’s discretion. We encourage hosts to offer reasonable terms and to communicate promptly so guests know what to expect.
• Extenuating Circumstances (Emergency Events): In major unforeseen situations beyond anyone’s control, Trubay Stayz may override the usual cancellation rules. Covered events include things like declared national emergencies or epidemics, government travel bans or border closures, major acts of war or terrorism, and large-scale disasters (e.g., hurricanes, earthquakes) that legally prevent travel. If such an event affects your reservation, you may cancel through the platform and receive a refund or credit, depending on circumstances. Hosts in these situations can cancel without penalties, and the dates may be blocked on their calendar.
• Examples of Covered Events:
  • Government-imposed travel restrictions or evacuations.
  • Declared health emergencies (e.g., a pandemic).
  • Acts of war or terrorism that impact travel.
  • Large-scale natural disasters (earthquakes, floods, severe storms) preventing use of the property.
• What’s Not Covered: If the situation isn’t one of the above (for example, a guest’s personal illness, job obligations, or a change of plans), the standard host policy applies. We encourage both parties to work together for a fair solution, but any additional refunds beyond the policy are up to the host.
• How to Cancel: Guests can usually cancel by going to their Trips or Reservations page on Trubay Stayz. If you believe a covered event applies but it’s not reflected on the site yet, please contact our support with documentation of the situation (e.g., official notices). Once you cancel a covered reservation, we will process any refund immediately. Refunds typically appear on your original payment method within a few days (sometimes up to a couple of weeks, depending on your bank).
• Host Cancellations: If a host needs to cancel a confirmed reservation (for any reason), they should notify the guest and Trubay Stayz as soon as possible. Hosts are strongly discouraged from canceling without a valid reason, as frequent cancellations can harm trust. If a host cancels due to a covered event, they won’t be penalized by us, but they also will not receive payment for those dates. If a host simply cannot honor the booking (for example, due to property issues), they must refund the guest according to the cancellation policy or through a mutual agreement.

By offering clear cancellation terms and handling emergencies fairly, we aim to keep the Trubay Stayz community confident and trusting. Remember to check each booking’s cancellation terms before you pay. If any dispute arises about a refund, contact us – we will help ensure any decision is transparent and fair for both guest and host