Refund Policy – TheIBNB
Last Updated: 20 Sept 2025
At TheIBNB, we want every guest to have a safe, smooth, and memorable travel experience. This Refund Policy explains when you may be entitled to a refund, how refunds are processed, and the responsibilities of both guests and hosts.
This policy applies to all bookings made through www.theibnb.com (“the Site”). By making a reservation, you agree to this Refund Policy, along with our Terms & Conditions and Privacy Policy.
1. Guest Cancellations
a. Flexible, Moderate & Strict Policies
Flexible: Full refund if cancellation occurs at least 24–48 hours before check-in.
Moderate: Partial refund (typically 50%) if cancellation occurs 5–7 days before check-in.
Strict: No refund for cancellations less than 7–14 days before check-in.
👉 The applicable policy will always be shown on the property listing before you book.
b. No-Show
If a guest fails to check in without notice, the reservation is considered a no-show and no refund will be issued.
c. Special Circumstances
Refunds may be considered for documented emergencies, such as:
Serious illness or injury
Death in the family
Government travel restrictions or visa refusal
Natural disasters (e.g. cyclone, flooding in Mauritius)
Supporting evidence may be required.
2. Host Cancellations
If a host cancels a confirmed booking:
Guests receive a 100% refund of all fees paid.
TheIBNB may impose penalties on the host (reduced visibility, fines, or account suspension).
Guests will be assisted in finding a similar alternative property when possible.
3. Property Issues (Guest Arrival Guarantee)
Guests may be eligible for a full or partial refund if, upon arrival:
The property is significantly different from the listing (e.g. wrong location, missing key amenities).
The property is unsafe, unsanitary, or uninhabitable.
The host fails to provide access to the property (e.g. no check-in, locked out).
Guests must notify TheIBNB within 24 hours of check-in with photos/videos and a clear description of the issue.
4. Refund Processing
Approved refunds are typically issued within 7–14 business days to the original payment method.
Refund timing may vary depending on banks, credit card providers, or PayPal.
Service fees may be non-refundable unless otherwise stated.
5. Non-Refundable Fees
The following may not be refundable:
Service fees charged by TheIBNB
Currency conversion or bank transaction fees
Cleaning fees (if cleaning services were already rendered)
Third-party charges (e.g. travel insurance, external tours)
6. Force Majeure Events
In cases of extraordinary events outside the control of both host and guest (e.g. natural disasters, pandemics, strikes, or government restrictions), TheIBNB may override standard cancellation policies and issue refunds or credits at its discretion.
7. Guest Responsibilities
To be eligible for refunds:
Guests must cancel through the Site, not by contacting the host directly.
Guests must provide accurate information and evidence for refund claims.
Abuse of the refund system (fraudulent claims, repeated chargebacks) may result in account suspension.
8. Host Responsibilities
Hosts agree to:
Provide accurate listing descriptions and photos.
Ensure the property is available, safe, and ready at check-in.
Respond promptly to booking and refund-related communications.
Failure to comply may result in host penalties and guest refunds.
9. Dispute Resolution
If there is a disagreement about a refund:
Guests and hosts should first attempt to resolve the issue directly through the platform.
If unresolved, TheIBNB’s Resolution Center will review the claim.
TheIBNB’s decision on refunds is final and binding under this policy.
10. Governing Law
This Refund Policy is governed by the laws of Mauritius, while also respecting consumer protection rights in the guest’s local jurisdiction (e.g. EU consumer rights, CCPA in California, etc.).
11. Contact Us
For refund requests or questions, please contact:
TheIBNB – Refunds Department
📧 Email: hello@theibnb.com