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Refund Policy

Refund conditions, processing rules, and reservation cancellation terms for bookings made through the ZAHW Platform.

Effective Date: Upon Platform Launch

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Introduction

Welcome to ZAHW. At ZAHW, we are committed to providing a transparent, fair, and secure booking experience for all our guests, Hosts, and partners. This Refund Policy explains the circumstances under which refunds may be granted, how they are processed, and the conditions that apply to reservations made through the ZAHW Platform. By completing a booking through ZAHW, you acknowledge that you have read, understood, and agreed to this Refund Policy.

1.General Refund Policy

Reservations made through the ZAHW Platform are generally non-refundable unless otherwise stated on the individual property listing or required by applicable law.

Guests are responsible for reviewing the cancellation and refund conditions displayed on the selected property before completing their reservation.

By confirming a booking, Guests accept the applicable cancellation policy associated with that reservation.

2.Booking Confirmation

A reservation is considered confirmed only after:

  • Successful payment has been received.
  • The reservation has been accepted by the Property or automatically confirmed through the Platform.
  • A booking confirmation has been issued by ZAHW via email or through the Platform.

Availability

Until a booking confirmation has been issued, availability cannot be guaranteed.

3.Reservation Fee

A reservation fee or full payment, as displayed during checkout, is required to secure a booking.

Upon successful payment:

  • The selected dates are reserved.
  • The property becomes unavailable for other Guests.
  • The reservation is confirmed subject to the property's booking conditions.

Non-Refundable Reservation Fees

Unless otherwise stated on the property listing, reservation fees are non-refundable.

4.Booking Modifications

Guests may submit a request to modify an existing reservation.

Modification requests:

  • Must be submitted at least seven (7) calendar days before the scheduled check-in date.
  • Are subject to property availability.
  • May require payment of any applicable rate differences.
  • Must be approved by the Host or ZAHW where applicable.

Late Modification Requests

ZAHW cannot guarantee that modification requests submitted less than seven (7) days before check-in can be accommodated.

5.Guest Cancellation

If a Guest chooses to cancel a confirmed reservation:

  • Reservation fees are generally non-refundable.
  • Service fees, processing fees, and applicable taxes may also be non-refundable where permitted by law.
  • Any refund approved as an exception shall be processed solely at ZAHW's discretion or in accordance with the applicable property cancellation policy.

6.Property Cancellation

If a confirmed reservation is cancelled by the Property Owner, Property Manager, or ZAHW before check-in, ZAHW will make reasonable efforts to:

  • Offer a comparable alternative accommodation, subject to availability; or
  • Issue a full refund if a suitable alternative cannot be arranged.

Cancellation Resolution

The method of resolution will depend on the specific circumstances of the cancellation.

7.No-Show Policy

Failure to arrive at the property on the scheduled check-in date without prior written notice shall be considered a No-Show.

In the event of a No-Show:

  • The reservation may be cancelled.
  • The booked dates may be released.
  • No refund will normally be provided.

8.Duplicate Payments

If a Guest has accidentally completed duplicate payments for the same reservation, ZAHW will review the transaction.

Where duplicate charges are successfully verified, the excess payment will be refunded using the original payment method.

9.Payment Errors

Refunds may be approved if a verified payment processing error has occurred, including but not limited to:

  • Duplicate transactions.
  • Incorrect payment amounts.
  • Technical payment gateway errors.
  • System-generated payment failures resulting in multiple successful charges.

Payment Verification

ZAHW reserves the right to verify all payment information before approving any refund.

10.Eligible Refunds

Refunds may be considered under circumstances including, but not limited to:

  • Duplicate payments.
  • Unauthorized duplicate transactions verified by the payment provider.
  • Booking cancellations initiated by ZAHW.
  • Property unavailable due to operational issues.
  • Verified technical payment errors.
  • Other circumstances where a refund is required by applicable law.

Refund Approval

Approval of any refund request remains subject to verification.

11.Non-Refundable Situations

Refunds will generally not be issued in the following situations:

  • Change of personal travel plans.
  • Failure to review the property description before booking.
  • No-Show.
  • Early departure.
  • Dissatisfaction with matters accurately disclosed in the listing.
  • Violations of the property's House Rules.
  • Failure to provide required documentation.
  • Refusal of entry resulting from inaccurate guest information.
  • Any circumstance specifically identified as non-refundable within the property listing.

12.Refund Processing

Approved refunds will be processed using the original payment method whenever possible.

Refund processing times depend on:

  • The payment provider.
  • The Guest's bank.
  • The card issuer.
  • Applicable financial institutions.

Processing Delays

Processing may take several business days after the refund has been approved.

ZAHW is not responsible for delays caused by financial institutions or payment providers after the refund has been initiated.

13.Chargebacks

Guests are encouraged to contact ZAHW before initiating a chargeback through their bank or card issuer.

If a chargeback is initiated:

  • ZAHW may temporarily suspend the reservation while the dispute is under review.
  • Supporting documentation may be submitted to the payment provider.
  • Fraudulent or abusive chargebacks may result in suspension or termination of the Guest's account.

14.Fraud Prevention

ZAHW reserves the right to refuse, delay, or investigate any refund request where fraudulent activity, misuse of payment methods, abuse of the Platform, or suspicious transactions are suspected.

Additional identity verification or supporting documentation may be requested before processing a refund.

15.Changes to This Refund Policy

ZAHW reserves the right to amend or update this Refund Policy at any time.

Any changes become effective immediately upon publication on the Platform unless otherwise stated.

Guests are encouraged to review this policy periodically before making a reservation.