Guest Refund Policy

1. Overview

This Guest Refund Policy ("Policy") outlines the terms and conditions under which guests may be eligible for refunds for bookings made through HubQuery HubLets. This Policy applies to all short-term rental bookings and is designed to protect both guests and hosts while ensuring fair and transparent refund procedures.

2. 24-Hour Grace Period

Guests are entitled to a full refund if they cancel their booking within 24 hours of making the reservation, provided that:

• The cancellation request is submitted through the HubQuery platform
• The check-in date is more than 48 hours away at the time of cancellation
• The booking has not been modified or altered after the initial reservation

Refunds will be processed to the original payment method within 5-10 business days. Processing times may vary depending on your financial institution.

3. Standard Cancellation Policy

For cancellations made after the 24-hour grace period, the following refund structure applies:

Important Notes:

• Service fees and platform charges are non-refundable in all cases
• Security deposits are fully refundable if no damages are reported
• Refund eligibility is calculated based on the local time of the property location
• Partial stays are not eligible for refunds

4. Force Majeure Exceptions

In exceptional circumstances beyond the control of guests, full or partial refunds may be granted. These circumstances include but are not limited to:

To request a refund under Force Majeure:

1. Submit a cancellation request through the HubQuery platform
2. Provide official documentation supporting the force majeure claim (government notices, news reports, official statements, etc.)
3. Submit your request as soon as possible, preferably before the check-in date

HubQuery will review each force majeure claim on a case-by-case basis. Approval is not guaranteed and is subject to verification of the circumstances. Refunds granted under force majeure will be processed within 10-15 business days.

5. Host-Initiated Cancellations

If a host cancels your booking:

• You will receive a full refund of all amounts paid, including service fees
• We will assist you in finding alternative accommodations if available
• You may be eligible for additional compensation or credits at HubQuery's discretion

6. Property Issues and Complaints

If you encounter significant issues with the property that were not disclosed in the listing:

• Contact the host immediately through the HubQuery messaging system
• Document the issues with photos and detailed descriptions
• Contact HubQuery support within 24 hours of check-in to report the issue
• We will investigate and may offer partial refunds, alternative accommodations, or other remedies at our discretion

7. Refund Processing

All approved refunds will be processed as follows:

• Refunds are issued to the original payment method used for the booking
• Processing time: 5-10 business days for standard refunds, 10-15 business days for force majeure cases
• International transactions may take additional time depending on your bank or payment provider
• You will receive email confirmation once the refund has been processed

8. Dispute Resolution

If you disagree with a refund decision, you may:

1. Submit additional documentation or evidence to support your claim
2. Request a review by our customer support team
3. Escalate the matter through our formal dispute resolution process

All disputes will be handled in accordance with our Terms of Service and applicable laws of the Federal Republic of Nigeria.

9. Contact Information

For refund requests or questions about this policy, please contact us:

• Email: [email protected]
• Support: [email protected]
• Phone: Available through the HubQuery platform