This Policy establishes the commercial and operational framework governing:
- Guest-initiated booking cancellations
- Host-initiated booking cancellations
- Refund calculation methodology
- Exceptional refund review scenarios
- Financial allocation between Host, Guest, and Platform
This Policy applies exclusively to confirmed Daily Rental bookings processed through Bayut.
1. CANCELLATION STRUCTURE OVERVIEW
Each listing displays one of the following Host-selected cancellation structures at the time of booking confirmation:
- Free
- Flexible
- Standard
- Strict
The cancellation structure shown at checkout becomes binding upon confirmation. Time calculations are based on the property’s local timezone (KSA time).
2. GUEST-INITIATED CANCELLATIONS
2.1 Free Cancellation
Where a listing is marked as Free Cancellation:
- Cancellation before 11:59 PM on the calendar day preceding check-in results in a full refund of the booking amount.
- Payment gateway processing fees and bank fees are allocated to the Guest.
- No rental penalty applies.
Free cancellation does not extend to security deposits handled separately by the Host.
2.2 Flexible Cancellation
Under Flexible Cancellation:
- Cancellation made at least two (2) full calendar days before check-in qualifies for a full booking refund.
- Cancellations made within two (2) days of check-in result in forfeiture of the booking amount unless otherwise permitted by the Host.
Date modifications are treated as cancellations followed by rebooking unless otherwise agreed.
2.3 Standard Cancellation
Under Standard Cancellation:
- Cancellation made at least forty-eight (48) hours prior to check-in results in a refund of fifty percent (50%) of the booking amount.
- Cancellation within forty-eight (48) hours of check-in results in no refund.
Refunds are calculated on the total booking value excluding non-refundable transaction costs (if applicable).
2.4 Strict Cancellation
Under Strict Cancellation:
- Booking payments are non-refundable once confirmed.
- Refunds may only be considered where mandated by applicable law or validated through formal dispute review.
Strict listings are clearly marked prior to checkout confirmation.
3. HOST-INITIATED CANCELLATIONS
Where a Host cancels a confirmed booking:
- The Guest will receive a full refund of the booking value.
- Commission deductions will be reversed accordingly.
- The booking will be recorded for performance review and may affect Host account standing.
Bayut does not assume responsibility for relocation arrangements.
4. MODIFICATION VS CANCELLATION
Requests to:
- Change check-in dates
- Reduce stay duration
- Modify guest count
Are subject to Host approval. If not approved, the original cancellation terms remain applicable. Reduced stay durations are treated as partial cancellations and follow the listing’s selected policy.
5. EARLY CHECK-OUT SCENARIOS
Where a Guest checks out earlier than scheduled:
- Unused nights are refundable only if the listing’s cancellation structure permits it.
- No refund applies for voluntary early departure under Standard or Strict policies.
Early check-out does not automatically entitle Guests to reimbursement.
6. NO-SHOW TREATMENT
Failure to arrive without formal cancellation:
- Is treated as a no-show.
- No refund applies unless the listing provides otherwise.
Late arrivals must notify Hosts in advance to preserve booking validity.
7. REFUND CALCULATION MECHANICS
Refund amounts are calculated based on:
- Confirmed booking value
- Applicable cancellation window
- Commission reversal where applicable
Refunds exclude:
- Security deposits
- External bank processing charges
- Non-refundable payment processing costs
Refund calculations are system-generated and audit-logged.
8. DISPUTE-BASED REFUNDS (NON-STANDARD)
Where refund claims arise due to booking performance issues:
- Review is conducted under the Resolution Centre framework.
- Refund eligibility is determined proportionately to verified impact.
- Maximum exposure is limited to the booking amount paid.
Refund determinations override standard cancellation structures where validated.
9. SPECIAL EVENT & PEAK PERIOD BOOKINGS
For high-demand periods (e.g., Hajj, Ramadan, National Holidays):
- Hosts may apply Strict policies by default.
- Cancellation structures remain binding regardless of demand volatility.
Seasonal pricing does not alter cancellation enforceability.
10. PAYMENT PROCESSING TIMEFRAME
Approved refunds:
- Are initiated by Bayut
- Are processed by the payment provider
- May take several business days to reflect depending on issuing bank
Bayut is not responsible for bank processing timelines.
11. FRAUDULENT CANCELLATION PATTERNS
Repeated cancellation patterns by Guests or Hosts may trigger:
- Risk review
- Booking restrictions
- Enforcement under Fraud & Misuse Policy
Abuse of promotional refund mechanics may result in account suspension.
12. FORCE MAJEURE TREATMENT
Where cancellation arises due to:
- Government restrictions
- Natural disasters
- Public safety directives
Refund outcomes will be assessed based on regulatory guidance and operational feasibility at the time of occurrence. Force majeure does not automatically entitle compensation beyond the booking amount.
13. PLATFORM ROLE IN REFUNDS
Bayut:
- Processes refund instructions
- Does not fund refunds from its own reserves
- Does not compensate indirect losses (travel costs, alternative accommodation, lost income, etc.)
- Does not act as insurer
Refund facilitation does not create liability beyond the transaction scope.
14. NON-COMBINABILITY
Promotional discounts, referral credits, or coupons:
- Are non-refundable unless otherwise specified.
- May be forfeited upon cancellation depending on campaign rules.
Refunds are calculated on net paid value.