Refund & Cancellation Policy

1. Overview

PinoyBnb is a short-term rental marketplace connecting Filipino hosts with guests. All bookings and payments are processed in Philippine Pesos (PHP). This policy explains when and how a guest may cancel a booking, how refunds are handled, and how host payouts work. By making a booking, guests agree to the cancellation policy set by the host for that specific property.

2. Cancellation Policies (set per listing)

Each host selects one of three cancellation policies for their property. The applicable policy is shown clearly on the listing page and in the booking summary before payment, so guests always know the terms before they pay.

3. How to Request a Cancellation

Guests can request a cancellation from their My Trips dashboard, where eligible bookings show a "Cancel Booking" option based on the listing's policy and the time remaining before check-in. If a booking is within the refundable window for its policy, the cancellation will be processed and any eligible refund initiated.

4. Refund Processing & Timing

When a cancellation qualifies for a refund under the applicable policy, the refund is returned to the original payment method used at checkout (e.g. GCash, Maya, GrabPay, bank, or card).

• Refunds are typically processed within 3–5 business days after approval.
• The exact time for funds to appear depends on the original payment provider and the guest's bank or e-wallet.
• Refunds are issued in PHP, in the same amount and method as the original payment.

5. Service Fees

A 3% guest service fee is added at checkout and shown in the booking summary before payment. Where a booking qualifies for a full refund under the host's cancellation policy, the total amount paid (including the service fee) is refunded. For partial or non-refundable scenarios, fees follow the applicable cancellation policy shown at the time of booking.

6. Secure Payment & Host Payouts

Guest payments are held securely and released to the host only after the stay begins — host payouts are processed automatically approximately 24 hours after check-in. A 5% platform commission is deducted from the host's payout per confirmed booking. This protects guests: if a booking is cancelled before this point under a refundable policy, the funds have not yet been released to the host.

7. Disputes & Special Circumstances

If you experience an issue with a booking — such as a property materially different from its listing, or a problem outside the standard cancellation terms — please contact us so we can review the situation. We assess these cases individually and in good faith.

8. Contact Us

For any refund, cancellation, or payment question, contact us at hello@pinoybnb.com or visit our website at www.pinoybnb.com.