Cancellation, refund, and service-failure policy
Current private MVP: no money is collected. Therefore there is no monetary refund or host payout. This page does not authorize real payments.
Current executable rules
- A traveler may withdraw a requested or host-approved unpaid booking with a reason.
- A host may cancel a host-approved unpaid booking with a reason.
- The owner-only test coupon creates synthetic payment and payout records. Either side may cancel that confirmation; the records are voided and dates are released, but no refund occurs because no money was collected.
- After a stay starts, cancellation is not automated. Participants must report facts through support.
Missing or failed services
Guests should report the specific confirmed service, its itemized price, what occurred, timing, communications and requested resolution. Support may investigate but cannot currently issue money. A complaint does not automatically prove fault. Hosts should respond with records and must not retaliate.
Host cancellation
A host must not cancel casually, pressure a guest to cancel on the host's behalf, or demand a higher price after approval. For a confirmed paid booking, the production policy must prioritize guest rebooking or refund, may delay or reduce host payout, and may apply proportionate account consequences. Genuine safety emergencies and events outside reasonable control require evidence where available.
Major disruptive events
Village Miles may override ordinary cancellation terms when a declared disaster, government travel restriction, severe transport interruption or comparable event makes the stay illegal, inaccessible or materially unsafe. Ordinary rain, personal plan changes and known seasonal conditions are not automatically disruptive events.
Required before real payments
Checkout must display host and guest cancellation windows, exact refund percentages or amounts, platform-fee treatment, taxes, payment-provider fees, no-show and late-arrival rules, host cancellation remedies, force-majeure/extenuating-circumstance rules, service-by-service remedies, refund timing, chargeback handling, payout holds, dispute evidence and appeal. These rules must be accepted before payment and stored with the booking.
Non-waivable rights
Nothing here removes remedies available under applicable consumer law for deficient services, misleading information, unfair practices or other non-waivable rights.