At Suprhost, we aim to be fair and transparent about cancellations and refunds. This policy applies to our evaluation, co-hosting, and property management services.
1. Strategy Call
Our initial property strategy call does not require any payment. There is no cancellation or refund applicable to this service as no payment is required for this service.
2. Co-hosting and Management Agreements
If you have entered into a co-hosting or full management agreement with us:
- Cancellation requests must be submitted in writing (email or through our platform) and will be processed as per the terms of your agreement.
- Refunds, if applicable, will be considered on a case-by-case basis depending on the stage of service and the terms agreed at the time of onboarding.
- Any advance fees or retainer amounts may be partially or fully non-refundable as specified in your service agreement.
3. Guest Cancellations (Bookings)
Cancellations of guest bookings on platforms such as Airbnb are governed by the respective platform's policy. Suprhost follows the cancellation policy selected for each listing (e.g., Flexible, Moderate, Strict) and does not independently issue refunds to guests; those are processed by the booking platform.
4. Processing Time
Where a refund is approved, we will process it within 7–14 business days to the original payment method or as otherwise agreed. Delays may occur due to banking or payment processor processing times.
5. Disputes
If you believe you are entitled to a refund that has been denied, please contact us with your agreement reference and details. We will review your case and respond within a reasonable time.
6. Contact
For cancellation or refund requests, please reach out via our contact section or the email/phone provided on our website.