01Cancellation Policies

Hosts may select from one or more cancellation policies made available by Sunset Stay.

The applicable policy for each property will be clearly displayed during the booking process.

Unless otherwise stated in the applicable booking confirmation, the following policies may apply.

1.1 Flexible Policy

Cancellation 48 Hours or More Before Check-in

The Guest may receive a 100% refund of the eligible booking amount if the reservation is cancelled at least 48 hours before the scheduled check-in time.

Cancellation Less Than 48 Hours Before Check-in

If the Guest cancels less than 48 hours before check-in:

• The first night's accommodation amount may be retained.
• Applicable service fees may be non-refundable.
• Applicable payment processing fees may be non-refundable.
• Any remaining eligible amount may be refunded.

02Moderate Policy

Cancellation 5 Days or More Before Check-in

The Guest may receive a 100% refund of the eligible booking amount if the reservation is cancelled at least 5 days before the scheduled check-in date.

Cancellation Within 5 Days of Check-in

If the Guest cancels within 5 days of the scheduled check-in date:

• Up to 50% of the eligible booking amount may be refunded.
• Applicable service fees and payment processing fees may be non-refundable.

The exact refund amount will be calculated based on the applicable booking terms displayed at the time of reservation.

03Strict Policy

Cancellation Within 48 Hours of Booking

The Guest may receive a 100% refund of the eligible booking amount where:

• The cancellation occurs within 48 hours of making the reservation; and
• The scheduled check-in date is at least 14 days from the date of cancellation.

Cancellation After the Initial 48-Hour Period

After the initial 48-hour cancellation period:

• A 50% refund of the eligible booking amount may be available if cancellation occurs at least 7 days before check-in.
• Cancellations made less than 7 days before check-in may be non-refundable.

04Non-Refundable Policy

Reservations designated as Non-Refundable are generally not eligible for a refund if cancelled by the Guest.

This policy may apply to:

• Promotional rates
• Special offers
• Discounted bookings
• Limited-time offers
• Other rates specifically identified as non-refundable

Any applicable exception will be subject to the booking terms and applicable law.

05Long-Term Stays

For reservations exceeding 30 consecutive days, additional cancellation conditions may apply.

Unless otherwise stated in the applicable booking terms:

• The first 30 days of the reservation may be non-refundable once the stay has commenced.
• Cancellation before the start of the stay will be subject to the cancellation policy displayed during booking.
• Guests should provide reasonable advance notice where they intend to terminate a long-term reservation.

Additional terms may apply to long-term reservations depending on the property, Host, applicable law, and the specific booking agreement.

06Service Fees and Payment Processing Fees

Unless expressly stated otherwise, refunds may relate only to the eligible accommodation or booking amount.

The following amounts may be partially or fully non-refundable:

• Sunset Stay service fees
• Booking fees
• Payment processing fees
• Third-party transaction fees
• Currency conversion charges
• Other applicable administrative or transaction-related charges

Where a third-party payment provider applies its own fees or restrictions, the availability and amount of any refund may be affected accordingly.

07Refund Calculation

The amount of any refund will be determined based on:

• The cancellation policy applicable to the reservation
• The date and time of cancellation
• The scheduled check-in date and time
• The amount actually paid
• Eligible accommodation charges
• Applicable fees
• Any approved adjustments or deductions

The refund calculation may be displayed or communicated to the Guest before or after cancellation.

08How Refunds Are Processed

Where a refund is approved, Sunset Stay may initiate the refund through the original payment method or through the applicable payment service provider.

Where payments are processed through Paymob or another third-party payment service provider, the timing of the refund may depend on:

• Payment provider processing times
• Banking procedures
• Card issuer procedures
• Payment method
• Currency
• International processing requirements
• Other circumstances outside Sunset Stay's reasonable control

Sunset Stay does not guarantee that a refund will appear in the Guest's account within a specific period controlled by a third-party payment provider or financial institution.

09Cancellation by the Host

If a Host cancels a confirmed reservation, Sunset Stay may, depending on the circumstances:

• Notify the Guest;
• Assist the Guest in finding an alternative property;
• Initiate an applicable refund;
• Apply platform measures or penalties to the Host;
• Suspend or restrict the Host's listing or account where appropriate.

The Guest's refund rights in such circumstances may depend on the specific circumstances, applicable booking terms, payment status, availability of alternatives, and applicable law.

Sunset Stay may determine appropriate operational measures in accordance with its platform policies and applicable law.

10Property Unavailability or Material Listing Issues

If a booked property becomes unavailable or there is a material issue that substantially affects the reservation, Sunset Stay may, where reasonably possible:

• Contact the Host;
• Attempt to identify an alternative accommodation;
• Offer an applicable refund;
• Cancel the reservation where necessary.

The appropriate resolution may depend on the circumstances of the individual case, the Host's obligations, the applicable booking terms, and applicable law.

11Guest No-Show

If a Guest does not arrive at the property without cancelling the reservation in accordance with the applicable cancellation policy, the reservation may be treated as a No-Show.

Unless otherwise stated in the applicable booking terms, a No-Show may be treated as a cancellation made after the applicable cancellation deadline and may therefore be non-refundable or subject to the applicable cancellation policy.

12Changes to Reservations

Requests to modify:

• Check-in date
• Check-out date
• Number of guests
• Property
• Accommodation type
• Other material booking details

may be subject to Host approval, availability, price differences, applicable fees, and the cancellation policy applicable to the original or modified reservation.

A reservation modification may be treated as a cancellation and new booking where appropriate.

13Force Majeure and Extraordinary Circumstances

In the event of circumstances beyond the reasonable control of the relevant parties, including certain natural disasters, government restrictions, major infrastructure failures, serious security events, or other extraordinary circumstances, Sunset Stay may review the circumstances on a case-by-case basis.

Where appropriate, Sunset Stay may:

• Facilitate communication between the Guest and Host;
• Assist in rescheduling;
• Assist with alternative accommodation;
• Facilitate an applicable refund;
• Apply other reasonable measures based on the circumstances.

Any resolution will be subject to the applicable booking terms, the availability of funds, payment provider procedures, Host obligations, and applicable law.

Nothing in this section is intended to exclude any mandatory rights or remedies available under applicable law.

14Incorrect or Misleading Information

Sunset Stay may review or investigate cancellations or refund requests where information provided by a Guest or Host appears to be inaccurate, incomplete, misleading, fraudulent, or inconsistent with the booking.

Where appropriate, Sunset Stay may suspend processing of a refund while the matter is being reviewed, to the extent permitted by applicable law.

15Payment Failure

If a payment is declined, reversed, cancelled, disputed, or otherwise not successfully completed, the reservation may not be considered confirmed unless Sunset Stay or the applicable payment provider confirms otherwise.

Sunset Stay is not responsible for delays or failures caused by:

• Banks
• Card issuers
• Payment providers
• Payment networks
• Incorrect payment information
• Insufficient funds
• Technical failures outside Sunset Stay's reasonable control

16Chargebacks and Payment Disputes

Guests are encouraged to contact Sunset Stay first regarding any booking, cancellation, or refund issue.

Where a Guest initiates a chargeback or payment dispute through a bank, card issuer, or payment provider, Sunset Stay may provide relevant booking and transaction information to the applicable financial institution or payment provider to respond to the dispute, subject to applicable law.

Sunset Stay reserves the right to suspend or restrict accounts involved in suspected fraudulent or abusive chargeback activity, subject to applicable law and contractual rights.

17No Duplicate Recovery

A Guest should not receive more than one recovery for the same transaction or loss.

Where a refund, chargeback, insurance payment, compensation, or other recovery has already been received in relation to the same amount, Sunset Stay may take reasonable steps to prevent duplicate recovery, subject to applicable law.

18Host-Specific Policies

Hosts may select cancellation policies offered by Sunset Stay.

However, Sunset Stay may modify, suspend, or discontinue available cancellation policy options from time to time.

Any cancellation policy applicable to an existing confirmed reservation will generally remain subject to the terms displayed and accepted at the time the reservation was confirmed, unless otherwise required by applicable law or agreed by the relevant parties.

19Guest Acknowledgment

By completing a reservation through Sunset Stay, the Guest confirms that they:

• Have reviewed the property details;
• Have reviewed the applicable cancellation policy;
• Understand the applicable refund conditions;
• Understand that certain fees may be non-refundable;
• Understand that payment processing may be performed by a third-party payment service provider;
• Agree to the applicable booking terms.

20Limitation of Liability

To the maximum extent permitted by applicable law, Sunset Stay's role in relation to cancellations and refunds is limited to administering or facilitating the applicable platform procedures and payment processes.

Sunset Stay does not guarantee that:

• A Host will approve a requested cancellation;
• A third-party payment provider will process a refund within a specific period;
• A bank or card issuer will make funds available within a specific period;
• An alternative property will always be available;
• A Host will comply with its obligations;
• A third party will fulfill its obligations.

Nothing in this Policy excludes or limits any liability, right, remedy, or obligation that cannot lawfully be excluded or limited under applicable law.

21Policy Changes

Sunset Stay may update this Cancellation & Refund Policy from time to time.

The version applicable to a confirmed reservation will generally be the version incorporated into or referenced by the booking at the time the reservation was confirmed, unless a different treatment is required by applicable law.

The current version of this Policy will be published on the Sunset Stay platform with its applicable "Last Updated" date.

22Contact Us

For questions regarding cancellations, refunds, or booking-related disputes, Guests and Hosts may contact Sunset Stay through the Contact Us page.

Please include, where applicable:

• Booking reference
• Name
• Property
• Reservation dates
• Details of the cancellation or refund request