Last Updated: Nov 16, 2023
Refunds
We understand that plans can change, and sometimes guests need to cancel. Under some circumstances, full or partial refunds are available. Refunds are calculated based on the booking cost; service fees are not refundable. Please note that all cancellations must be made by 12:00 PM (local time) on the appropriate day.
“Full refund” refers to the order subtotal amount from the checkout page and does not include the Link127 Service Fee or any applicable taxes.
Full Refund:
Guests can receive a full refund of the booking amount if they cancel at least 30 days prior to the check-in date.
Partial Refund:
If guests cancel their booking between 7 and 30 days before the check-in date, they will receive a 50% refund.
No Refund:
Cancellations made less than 7 days prior to the check-in date will not be eligible for a refund.
Exceptions:
If we determine that a Travel Issue has disrupted the stay, we will provide a full or partial refund and, depending on the circumstances, may assist the guest with finding comparable or better accommodations. The amount refunded depends on the severity of the Travel Issue, the impact on the guest, the portion of the stay affected, and whether the guest vacates the accommodations.
What Travel Issues are Covered
The term “Travel Issue” refers to these situations:
- Host cancels the reservation prior to check-in.
- Host fails to provide access to the property.
- Property is not usable at check-in because it contains safety or health hazards that could lead to serious bodily harm or death.
- Listing contains a material inaccuracy such as:
- Incorrect listing category (e.g. heated workspace vs covered workspace).
- Incorrect location of the Listing.
- Special amenity or feature described in the Listing is not present or does not function (e.g. 220V electric, potable water, etc).
How claims work
To be eligible for a refund, the guest who made the reservation may submit a claim by contacting us. Claims must be made to us no later than 72 hours after discovery of the Travel Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Host. We will determine whether a Travel Issue has occurred by evaluating available evidence.
How to Cancel a Booking
You can cancel a booking by emailing cancel@link127.com and including your name, username and the name of the booked property. Our staff will process your request and create a refund, if applicable.
Cancellations by Hosts
Although cancellations by Hosts are rare, and some cancellations are beyond a Host’s control, cancellations by Hosts can disrupt guest plans and undermine confidence in our community. For those reasons, if the Host cancels a confirmed reservation, or if the Host is found to be responsible for a cancellation under this Policy, Link127 may impose fees and other consequences. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on guests, the broader Host community, and Link127. We will waive the fees and, in some cases, the other consequences, if the Host cancels because of Extenuating Circumstances as defined in Section 7.2 of the Terms and Conditions.
Cancellation fees
If a Host cancels a confirmed reservation, or if the Host is found to be responsible for a cancellation under this Policy, we will impose fees subject to a minimum cancellation fee of $50 USD. The fee is based on the reservation amount and when the reservation is canceled:
- If the reservation is canceled 48 hours or less before check-in, or after check-in, the fee is 50% of the reservation amount for the nights not stayed
- If the reservation is canceled anytime between 48 hours and 30 days before check-in, the fee is 25% of the reservation amount
- If the reservation is canceled more than 30 days before check-in, the fee is 10% of the reservation amount
- For reservations of 28 days or longer, the cancellation fees above will be calculated as a percentage of the non-refundable portion of the reservation as of the time of cancellation—up to the 30-day period following the cancellation date—rather than the entire reservation amount
When calculating cancellation fees, the reservation amount includes the base rate, but excludes taxes and guest service fees. If the calculated cancellation fee is less than $50 USD, it will be adjusted up to $50 USD.
Cancellation fees are typically withheld from the next payout(s) to the Host as provided in the Payments Terms of Service. In addition to the fees and consequences set out in this Policy, Hosts who cancel, or are found responsible for a cancellation, will not receive a payout for the canceled reservation, or, if the payout has already been made, then the amount of the payout will be withheld from the next payout(s).
Situations in which fees may be waived
We will waive the fees set out in this Policy in appropriate situations, for example if the Host cancels because of Extenuating Circumstances as defined in Section 7.2 of the Terms and Conditions. Hosts who believe one of these situations applies will be required to provide documentation or other support. We will determine whether to waive any fees and other consequences after evaluating the available evidence.
In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.
Regardless of whether we waive any fees or other consequences, the Host will not receive a payout for the canceled reservation.
Other consequences
In addition to a cancellation fee, other consequences may apply, such as preventing the Host from accepting another reservation for the Listing on the affected dates by blocking the Listing’s calendar.
Hosts who cancel confirmed bookings without a valid reason may experience other consequences, as explained in our Terms and Conditions. For example, Hosts may have their Listing or account suspended or removed.
When a Host is found responsible for a cancellation
A Host may be responsible for a cancellation when it occurs because of conditions in the Listing that are grossly and materially different from how the Listing was described at the time of booking. In these cases, the Host will be subject to the fees and other consequences laid out in this Policy, regardless of who initiates the cancellation. Examples may include: double-booking a Listing, substituting another property for the Listing booked by the guest, or gross Listing inaccuracies that materially disrupt a guest stay, like advertising a pool when no pool is available for use by guests.
Other things to consider
If a Host cannot honor a reservation—regardless of the reason—it’s their responsibility to cancel in a timely manner to allow their guest time to adjust their plans. A Host may not encourage the guest to cancel the reservation.
Providing false statements or materials in connection with this Policy violates our Terms and Conditions and may result in account termination and other consequences.
This Policy applies to cancellations that occur on or after the effective date. Any right that guests or Hosts may have to initiate legal action remains unaffected. Any changes to this Policy will be made in accordance with our Terms and Conditions.
How this Policy affects Hosts
If a Host cancels a stay or another Travel Issue disrupts a stay, the Host will either receive no payout or will have their payout reduced by the amount of the refund to their guest.
In most circumstances we will attempt to confirm a guest’s claim with their Host. Hosts can also dispute a Travel Issue by contacting us.
Other things to be aware of
This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a claim, whenever feasible, the guest must notify the Host and try to resolve the Travel Issue directly with their Host. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Host. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of getting a cash refund.
Where a guest demonstrates that timely reporting of a Travel Issue was not feasible, we may allow for late reporting of the Travel Issue under this Policy. Travel Issues that are caused by the guest, their employees or subcontractors are not covered by this Policy. Submitting a fraudulent claim violates our Terms and Conditions and may result in account termination.
Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that guests or Hosts may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any guest or Host. All rights and obligations under this Policy are personal to the booking guest and Host of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms and Conditions.