Guest Refund Policy

Last Updated: November 22, 2024

Ventures Away is committed to the satisfaction and safety of its guests. This policy outlines the terms, conditions, and procedures regarding refunds applicable to reservations made through our platform.

1. Scope of the Policy
This policy applies to guests who:
1. Cancel their reservations in accordance with the Cancellation Policy selected by the host.
2. Encounter significant issues with the booked property.
3. Are affected by exceptional or force majeure circumstances.

2. Types of Refunds Available
2.1. Full Refund
Guests may be eligible for a full refund if:
• The cancellation is made within the timeframes allowed under the host's cancellation policy.
• The property is not available or accessible at the time of check-in.
• The property conditions are significantly different than advertised, including:
o Misleading information about location, size, or features.
o Serious cleanliness issues or unsafe conditions.
2.2. Partial Refund
A partial refund may apply if:
• The guest partially uses the reservation before reporting a problem.
• The host corrects the problem after initial notification from the guest.
• The cancellation occurs outside the timeframes for a full refund, according to the host's policy.
2.3. Ineligibility for Refunds
The guest will not be eligible for any refund if:
• They do not report significant problems within the first 24 hours of check-in.
• They cancel the reservation without a valid reason and outside the period allowed by the host's policy.
• They incur damages or violate the property rules.

3. Procedure for Requesting a Refund
3.1. Immediate Notification
• Guest must notify Ventures Away of any issues at the property within the first 24 hours after check-in.
• Notifications must include:
o Detailed description of the issue.
o Photos or videos as evidence.
o Any relevant communication with the host.
3.2. Review Process
• Ventures Away will review the refund request and the evidence submitted.
• In cases involving serious non-compliance, Ventures Away may inspect the property or contact the host directly.
• A decision will be made within 5-7 business days after receiving all required documentation.
3.3. Review Outcome
• If the refund is approved, the amount will be processed through the original payment method.
• If the request is denied, the guest will be notified with a detailed explanation.

4. Specific Refund Scenarios
4.1. Property Issues
If the guest experiences one or more of the following issues, they can request a refund:
• Denied Access: The property is not available upon arrival.
• Unsafe Conditions: Presence of risks that compromise the guest's safety.
• Significant Deficiencies: Essential facilities or services (such as water, electricity, internet) are not available as promised.
4.2. Force Majeure Circumstances
If the guest is unable to complete their stay due to exceptional circumstances, such as:
• Natural disasters (hurricanes, earthquakes, floods).
• Serious medical emergencies or travel restrictions imposed by governments.
Ventures Away will evaluate the request on a case-by-case basis and may grant a full or partial refund.

5. Fees and Refunds
5.1. Refund of Service Fees
• Ventures Away service fees are non-refundable, except in cases of force majeure or errors directly attributed to our platform.
5.2. Payments Processed by Third Parties
• Refund times may vary depending on the payment provider used. Ventures Away is not responsible for delays caused by such providers.
5.3. Currency Conversion and Bank Fees
• Refunds will be processed in the original currency of the transaction.
• Ventures Away does not cover costs associated with currency conversions or fees applied by financial institutions.

6. Limits of Liability
6.1. Host Responsibility
• Hosts are responsible for providing properties that meet the standards described in their listings.
• Ventures Away is not responsible for problems arising directly from the actions or inactions of the host.
6.2. Limitation of Damages
• Ventures Away will not be liable for indirect, incidental or consequential losses suffered by the guest due to problems with a reservation.

7. Dispute Resolution
If the guest is not satisfied with the refund decision:
• They may request an additional review by providing additional evidence.
• Ventures Away will act as an impartial mediator, and the final decision will be binding.

8. Changes to This Policy
Ventures Away reserves the right to modify this policy at any time. Changes will be posted at least 30 days in advance before they become effective.

9. Contact

If you have questions or need help with your refund request, please contact us:

• Email: support@venturesaway.com