Refund & Cancellation Policy - TrustStayNG

1. Overview

TrustStayNG provides a marketplace connecting guests with hosts offering short-term accommodations.

Refund eligibility depends on the cancellation policy selected by the host.

Guests may cancel bookings according to the property's cancellation policy. Typical policies may include:

Full refund if cancelled within 24 hours of booking, provided the check-in date is at least 48 hours away.

Partial refund if cancelled within 5 days before check-in.

Limited refund depending on cancellation timing.

If a host cancels a confirmed booking:

Repeated host cancellations may result in account penalties.

Refunds are processed through the original payment method used for the booking.

Processing time may vary depending on the payment provider.

Platform service fees may be non-refundable depending on the cancellation timing. Details are displayed during the booking process.

If a guest encounters issues with a property, they may contact TrustStayNG support. Examples include:

TrustStayNG will review disputes and may issue refunds where appropriate.

Refund eligibility may change in cases of extraordinary events such as natural disasters, government travel restrictions, or public emergencies.

For refund inquiries or disputes: [email protected]