1. Introduction

This Refund and Cancellation Policy outlines the terms and conditions governing the cancellation of bookings and the issuance of refunds for accommodations booked through the Hola Home platform. By making a booking on the Hola Home platform, you agree to comply with this policy.

2. General Cancellation Terms

2.1 Force Majeure

In cases where cancellations are due to unforeseen circumstances beyond the control of the host or guest (e.g., natural disasters, political instability, or other emergencies), Hola Home will evaluate the situation on a case-by-case basis and may offer a full or partial refund at its discretion.

2.2 Host-Initiated Cancellations

If a host cancels a booking, guests will receive a full refund, including all fees. Alternatively, guests can choose to receive assistance from Hola Home in finding a comparable alternative accommodation.

2.3 Guest-Initiated Cancellations

Guests can cancel their bookings at any time, however the applicable refund (if any) depends on the cancellation policy set by the host for the specific accommodation. In general there are 3 policies a host may use:

• Full Refund: Guests can cancel up to 48 hours before check-in for a full refund.
• Partial Refund: If guests cancel less than 48 hours before check-in, they will receive a partial refund. A host protection fee of 10% of the total booking amount will be deducted from the guest's refund for cancellations made less than 48 hours before check-in.
• No Refund: Once booked no refund will be given under any circumstances.

Each host's Cancellation Policy will be fully visible before payment.

3. Special Circumstances

3.1 Early Termination

If a guest needs to leave the accommodation earlier than the booked check-out date, the refund will be subject to the host's cancellation policy unless otherwise agreed upon by the host and guest.

3.2 Booking Modifications

If guests request a modification to their booking (e.g., change of dates), the host's approval is required. Any changes may be subject to additional fees or adjustments based on the host's policy.

3.3 Complaints and Issues

If guests encounter issues with the accommodation that significantly affect their stay, they should report the issue to Hola Home support within 24 hours of check-in. Hola Home will work with both the guest and host to resolve the issue and determine if a refund is warranted.

4. Refund Process

4.1 Initiating a Refund

To initiate a refund, guests must log into their Hola Home account and follow the cancellation process outlined in the booking details. Once the cancellation is processed, a refund will be issued based on the host's cancellation policy.

4.2 Refund Timing

Refunds will be processed within 7-10 business days of the cancellation. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

4.3 Payment Methods

Refunds will be issued using the same payment method that was used to make the booking. If the original payment method is no longer valid, please contact Hola Home support for assistance.

5. Non-Refundable Fees

Certain fees, such as service fees, may be non-refundable. These fees will be clearly indicated at the time of booking.

6. No-Show Policy

If a guest does not show up for their booking without prior cancellation, no refund will be issued.

7. Damage Policy

Guests are responsible for any damage to the accommodation during their stay. Hosts may request reimbursement for damages through Hola Home.

8. Security Deposit

Some hosts may require a security deposit. The terms of the security deposit, including the amount and conditions for return, will be specified in the listing.

9. Extenuating Circumstances Policy

In certain extenuating circumstances, such as serious illness or injury, Hola Home may offer additional refund options. Guests should contact Hola Home support to discuss their situation.

10. Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of Zambia. Any disputes arising out of or in connection with these Terms shall be resolved through amicable negotiations. If the dispute cannot be resolved through negotiations, it shall be submitted to arbitration in accordance with the Arbitration Act of Zambia.

11. Contact Us

If you have any questions about this Refund and Cancellation Policy, please contact us at developer@svangalabs.com