Refund Policy

Overview

At Lodge, we are committed to providing a secure, fair, and transparent experience for both guests and hosts. This Refund Policy outlines the conditions under which refunds are granted, the process for requesting refunds, and how disputes are resolved.

1. General Principles

• Refunds are governed by the cancellation policy selected by the host.
• All refund requests must be submitted through the Lodge platform.
• In certain cases (e.g., extenuating circumstances or listing issues), Lodge may issue refunds outside of standard cancellation terms.
• Refund eligibility and the decision-making process vary depending on the nature of the cancellation (guest-initiated, host-initiated, or Lodge-mediated).

2. Guest Refund Conditions

2.1 Standard Refunds Based on Cancellation Policy

Refunds for guest-initiated cancellations will follow the host's selected cancellation policy (Flexible, Moderate, or Strict). The refund amount depends on the timing of the cancellation relative to check-in.

2.2 Full Refunds Are Granted If:

• The host cancels the reservation before check-in.
• The guest cancels within the free cancellation window specified in the listing.
• The guest is unable to check in due to host error or miscommunication (e.g., incorrect key code, no access).

2.3 Partial or Full Refunds May Be Granted If:

• The listing is significantly misrepresented (e.g., incorrect location, amenities missing).
• The property is unsafe, unsanitary, or uninhabitable.
• The host fails to resolve a major issue reported by the guest within a reasonable time frame.
• The guest experiences a verified extenuating circumstance (e.g., medical emergency, travel restrictions).

3. Host Refund Protection

Lodge also supports and protects hosts in the event of unfair or fraudulent refund requests. Refunds to guests will not be granted if:

• The issue was minor and promptly resolved by the host.
• The guest fails to provide documentation of the issue.
• The complaint is submitted late (beyond 24 hours from check-in, unless otherwise justified).
• The guest caused damage or violated house rules leading to a valid cancellation.

In such cases, Lodge reserves the right to reject the refund request and support the host's payout.

4. Refunds Due to Force Majeure / Extenuating Circumstances

Refunds may be issued outside standard policy if a force majeure event or verified extenuating circumstance affects either party. Examples include:

• Natural disasters (e.g., earthquakes, hurricanes, floods)
• Government travel bans or border closures
• Serious illness or injury
• Death of a guest, host, or immediate family member
• Military deployment or emergency evacuation

Lodge reviews these requests case by case and may require official documentation.

5. Host-Initiated Cancellations

If a host cancels a reservation:

• Guests receive a full refund, including all fees.
• Hosts may face consequences, including:
  • A public review noting the cancellation
  • Suspension of listing privileges
  • Cancellation penalties as defined in the Lodge Host Terms

6. No-Show Policy

If a guest fails to check in and does not contact the host within 24 hours of the scheduled check-in time, the reservation may be canceled without refund.

7. Host Payout Adjustments

If a refund is approved after the host has already been paid:

• Lodge will deduct the refund amount from the host's upcoming payouts.
• If no future payouts are scheduled, Lodge may request repayment from the host.
• Lodge may also withhold or delay payouts during an ongoing dispute or investigation.

8. Disputes and Resolution

If the guest and host disagree on a refund decision:

• Both parties may submit evidence via the Lodge Resolution Center.
• Lodge's Customer Support Team will review all information and make a final determination.
• Lodge's decision is final and binding for all parties.

9. Abuse of the Refund System

To maintain trust on the platform:

• Guests who submit repeated or false refund claims may have their accounts restricted or suspended.
• Hosts who habitually cancel reservations or misrepresent listings may face penalties, including refund obligations, suspension, or removal from Lodge.

10. Policy Updates

Lodge reserves the right to amend this Refund Policy at any time. Users will be notified of material changes through email and platform notifications.

11. Contact Information

For questions about our refund policy or to request assistance with a refund: