Refund Policy

Last updated: 10/02/2024

At Outrnr, we strive to ensure that all our users have a positive experience. This Refund Policy outlines the circumstances under which guests may be eligible for refunds. It's designed to be fair to both guests and hosts while maintaining the integrity of our platform.

1. General Principles

1.1. All refunds are subject to the cancellation policy chosen by the host and agreed to by the guest at the time of booking. 1.2. Refund amounts may vary based on the timing of the cancellation and the specific circumstances. 1.3. Outrnr reserves the right to make the final decision on all refund requests.

2. Cancellation Refunds

Refunds due to cancellations are processed according to the cancellation policy selected by the host for the specific listing. Outrnr offers three standard cancellation policies:

2.1. Flexible

Full refund if cancelled at least 24 hours before check-in
If cancelled less than 24 hours before check-in, the first night is non-refundable
If the guest arrives and decides to leave early, the nightly rate for the nights not spent 24 hours after the official cancellation are fully refunded

2.2. Moderate

Full refund if cancelled at least 5 days before check-in
If cancelled between 5 days and 24 hours before check-in, the first night is non-refundable
If cancelled less than 24 hours before check-in, the first two nights are non-refundable
If the guest arrives and decides to leave early, the nightly rate for the nights not spent 48 hours after the official cancellation are fully refunded

2.3. Strict

Full refund if cancelled within 48 hours of booking, if the cancellation occurs at least 14 days before check-in
50% refund if cancelled at least 7 days before check-in
No refund if cancelled less than 7 days before check-in
If the guest arrives and decides to leave early, no refund for unused nights

3. Long-Term Reservation Refunds

For reservations of 28 nights or more: 3.1. The first month of the reservation is non-refundable 3.2. If a guest cancels before check-in, they will receive a full refund for all nights after the first month 3.3. If a guest cancels during their stay, they must give 30 days notice. If proper notice is given, they will receive a full refund for all nights 30 days after the cancellation date

4. Extenuating Circumstances

4.1. Outrnr may override the host's cancellation policy and issue a full or partial refund in cases of extenuating circumstances, which may include:

Death of a host, guest, or immediate family member
Serious illness or injury
Natural disasters
Severe weather incidents
Government-mandated obligations
Endemic disease or illness that suddenly affects the region or country

4.2. Documentation may be required to confirm extenuating circumstances

5. Travel Issues Refunds

Guests may be eligible for a refund in the following travel-related circumstances:

5.1. Host Cancellation: If a host cancels a reservation, the guest will receive a full refund.

5.2. Unable to Access: If a guest is unable to access the accommodation due to the host's fault (e.g., host is unreachable, wrong lock box code), the guest may be eligible for a full refund.

5.3. Inaccurate Listing: If the listing is materially different from what was advertised (e.g., different number of bedrooms, lack of advertised amenities), the guest may be eligible for a full or partial refund.

5.4. Unclean Accommodation: If the accommodation is severely unclean or unsanitary upon check-in, the guest may be eligible for a full or partial refund.

5.5. Safety or Health Hazard: If there is a safety or health hazard at the property that the host was aware of but did not disclose, the guest may be eligible for a full refund.

6. Non-Refundable Situations

Refunds will generally not be issued in the following situations:

6.1. Changes in travel plans or personal circumstances not covered under extenuating circumstances 6.2. Minor discrepancies in the listing that do not significantly impact the stay 6.3. Weather conditions that do not make the accommodation uninhabitable 6.4. Late arrival or early departure for reasons within the guest's control

7. Refund Process

7.1. To request a refund, guests must contact Outrnr customer support within 24 hours of check-in for issues with the accommodation, or within 24 hours of discovering the issue for problems that arise during the stay.

7.2. Outrnr will review all refund requests and may require documentation or evidence to support the claim.

7.3. Refund Processing and Timing:

Outrnr uses Stripe as our payment processor. This affects the timing and process of refunds.
If a refund is approved, Outrnr will initiate the refund through Stripe within 1-2 business days.
Once initiated, refunds typically take 5-10 business days to appear in the guest's account, depending on the guest's payment method and financial institution.
For credit card payments, refunds usually appear within 5-7 business days.
For debit card payments, refunds may take up to 10 business days.
For ACH payments or bank transfers, refunds typically take 5-7 business days.

7.4. Refunds will be issued to the original payment method used for the booking.

7.5. In some cases, particularly for payments made through third-party services (like PayPal or Apple Pay), the refund may need to be processed through that third-party service, which may affect refund timing.

7.6. For guests from countries outside the United States, international refunds may take additional time due to bank processing.

7.7. Outrnr cannot expedite the refund process once it has been initiated through Stripe, as the timing depends on the processes of the payment networks and the guest's financial institution.

8. Host Cancellations

If a host cancels a reservation: 8.1. The guest will receive a full refund, processed according to the timelines outlined in Section 7. 8.2. Outrnr will assist the guest in finding alternative accommodations. 8.3. The host may incur penalties as outlined in the Host Agreement.

9. Disputes

9.1. If a guest disagrees with a refund decision, they may appeal by contacting Outrnr customer support within 30 days of the original decision.

9.2. Outrnr will review appeals on a case-by-case basis and reserves the right to make final decisions on all refund disputes.

9.3. In cases where a refund has been issued but not received within the expected timeframe, guests should first check with their financial institution before contacting Outrnr, as delays can sometimes occur on the bank's end.

10. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices, payment processing systems, or for operational, legal, or regulatory reasons. We encourage you to review this policy periodically.

11. Contact Us

If you have any questions about our Refund Policy, need to request a refund, or have concerns about a refund you're expecting, please contact us at:

Email: refunds@outrnr.com

When contacting us about a specific refund, please have your booking details and any relevant documentation ready to help us assist you more efficiently.

By using Outrnr, you agree to abide by this Refund Policy. We appreciate your understanding and cooperation in maintaining a fair and transparent refund process for all our users.