Cancellation & Refund Policy

This policy applies to all bookings made through the Houseiana platform (www.houseiana.com) and covers cancellation terms, refunds, and payment processing.

The cancellation and refund policy depends on the terms set by the host for each individual unit.

The cancellation policy type is clearly displayed before the booking is completed, and completing the payment is considered an explicit acceptance of this policy by the guest.

3.1 Flexible

• The guest may cancel the booking with a 100% refund of the rental amount if cancelled at least 48 hours before the check-in time.
• If cancelled less than 48 hours before check-in: no refund of the rental amount will be issued.

3.2 Semi-Flexible

The terms of this policy are set by the host. They may include a partial refund (such as 50%) before a specified period, or variable refund percentages depending on the cancellation timing.

Full policy details are displayed on the unit's page before booking and become binding once the booking is confirmed.

3.3 Fixed (Strict)

• The guest may cancel the booking with a 100% refund of the rental amount if cancelled at least 30 days before the check-in time.
• If cancelled less than 30 days before check-in: the booking is considered non-refundable.

• Service fees charged by Houseiana and/or the payment gateway may be non-refundable after payment is completed, except in cases of technical error or cancellation by Houseiana or the host.
• Cleaning fees are only refunded if the guest does not check in and does not use the unit.

If the guest does not arrive at the scheduled check-in time without cancelling in advance:

• The booking is considered fully used.
• The guest is not entitled to any refund.

If the booking is cancelled due to:

• Unavailability of the unit
• A booking error
• A decision by the host

The guest is entitled to:

• A 100% refund of the amount paid, or
• Accept an alternative unit (if available).

Houseiana may consider refund requests in exceptional circumstances such as:

• Serious illness
• Accidents
• Death
• Force majeure events

Such requests must be supported by official documentation. The final decision is at Houseiana's discretion in coordination with the host.

• Refund procedures begin once the request is approved.
• The refund process takes 7 to 14 business days.
• The time for the amount to appear in the customer's account may vary depending on the bank or financial service provider.

• The amount is refunded to the same payment method used for the booking whenever possible.
• If this is not possible, the amount is transferred via an alternative method (such as bank transfer or InstaPay) after verifying the customer's information.

Cancellation or refund requests must be submitted via:

Please include the following information with your request:

• Booking number
• Guest name
• Booking date
• Reason for cancellation

• Cancellation policies vary from one unit to another.
• The user is responsible for reviewing the policy before booking.
• Houseiana reserves the right to interpret and apply this policy in a way that ensures fairness for all parties.