Cancellation & Refund

Understanding cancellation and refund policies ensures clarity for both partners and users. This guide outlines when and how cancellations, early terminations and booking changes are handled on Mobilife.

1. When Users Can Cancel or Early Terminate a Booking
2. Refunds and Penalties When Users Cancel or Terminate Early
3. When Partners Can Cancel or Early Terminate a Booking
4. Refunds and Penalties When Partners Cancel or Terminate Early
5. Change of Booking

1. When Users Can Cancel or Early Terminate a Booking

Users may:

• Cancel a booking before the move-in date, subject to terms.
• Request to end the booking early after move-in date, provided it meets the notice period.

Users will notify Mobilife when requesting cancellation or early termination, so Mobilife can advise the property partner accordingly.

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2. Refunds and Penalties When Users Cancel or Terminate Early

Mobilife applies a user refund and partner payout policy as follows:

Before Move-in Date

• Cooling-off period:
  • Up to 48 hours after the time of booking request if it was made 15 or more days before Move-in: 100% refund of one week's rent. No additional cancellation fee.
    • Partner payout: None
  • Up to 24 hours after the time of booking request if it was made 2 to 14 days before Move-in: 100% refund of one week's rent. No additional cancellation fee.
    • Partner payout: None
• 29 or more days before Move-in: 100% refund of one week's rent. No additional cancellation fee.
  • Partner payout: None
• 22 to 28 days before Move-in: 60% refund of one week's rent. No additional cancellation fee.
  • Partner payout: 40% of one week's rent, deducted by administration processing fee 12% of the entire payout to partner.
• 15 to 21 days before Move-in: 20% refund of one week's rent. No additional cancellation fee.
  • Partner payout: 80% of one week's rent, deducted by administration processing fee 12% of the entire payout to partner.
• 8 to 14 days before Move-in: No refund of one week's rent. An additional cancellation fee equal to 20% of one week's rent applies.
  • Partner payout: 120% of one week's rent, deducted by administration processing fee 12% of the entire payout to partner.
• 7 days or fewer before Move-in: No refund of one week's rent. An additional cancellation fee equal to 60% of one week's rent applies.
  • Partner payout: 160% of one week's rent, deducted by administration processing fee 12% of the entire payout to partner.

After Move-in Date

• Users must provide at least 28 days' notice of early termination to the Partner;
• An early termination fee equal to four (4) weeks’ rent is payable at the time of notice and will be applied against rent for the 28-day notice period. No additional rent is payable for that period.
• If fewer than 28 days remain in the stay at the time of notice, Users will instead be charged for all remaining days and no termination fee applies.

No-show is treated as cancellation 7 days or fewer before move-in date.

Security deposits are returned to the user if there is no damage, regardless of early termination.

3. When Partners Can Cancel or Early Terminate a Booking

Partners are expected to honour confirmed bookings. Cancellations should only occur in exceptional situations such as property damage or health and safety concerns.

If necessary, the partner must notify Mobilife team and the user as early as possible.

Post move-in, partners may only initiate early termination if the user breaches the terms (e.g. property misuse) and must contact Mobilife team to mediate the issue.

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4. Refunds and Penalties When Partners Cancel or Terminate Early

If the partner cancels before move-in date, the user is entitled to a full refund for all payments made. To promote reliability and protect user trust, the following terms apply if a Partner cancels a confirmed Booking:

Before Move-in Date

• Cooling-off period:
  • Up to 48 hours after the time of booking confirmation if it was made 15 or more days before Move-in: No cancellation fee applies.
  • Up to 24 hours after the time of booking confirmation if it was made 14 or fewer days before Move-in: No cancellation fee applies.
• 29 or more days before Move-in: No cancellation fee applies.
• 22 to 28 days before Move-in: The Partner shall pay a cancellation fee equal to 15% of one week's rent.
• 15 to 21 days before Move-in: The Partner shall pay a cancellation fee equal to 30% of one week's rent.
• 8 to 14 days before Move-in: The Partner shall pay a cancellation fee equal to 45% of one week's rent.
• 7 days or fewer before Move-in: The Partner shall pay a cancellation fee equal to 60% of one week's rent.

After Move-in Date

• If a Partner terminates after move-in for reasons other than a User breach, the User may elect either
  • To remain for the 28-day notice period, or
  • To depart earlier;
• If departing earlier, the Partner must refund unused nights and pay relocation compensation up to one (1) week’s rent to cover reasonably comparable accommodation, which the Company may facilitate.

These amounts are a reasonable pre-estimate of costs and losses likely to be incurred due to cancellation/early termination, including vacancy risk, re-marketing and administrative costs.

Please note that repeat cancellations may lead to suspension of listings.

5. Change of Booking

Booking changes must be agreed upon by both parties and processed through Mobilife. Changes are subject to the platform system capability and local regulations, and Mobilife will advise the best course of action accordingly.

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