Cancellation & Protection Policy

Once a landlord accepts a tenant's application and confirms the booking, the reservation becomes binding. Landlords are strictly prohibited from cancelling confirmed bookings except in documented exceptional circumstances. All cancellations must be processed officially through the FindMyStay dashboard or via direct email notice to our support team.

The Lifetime "Free Pass"

To support our hosts, every landlord on FindMyStay receives one (1) free cancellation allowance per account lifetime (not annually), subject to the following conditions:

• Notice must be provided 30 days or more before the scheduled move-in date.
• If cancelled with less than 30 days' notice, the free pass is voided, and a 10% penalty fee applies immediately.

Post-Free Cancellation Penalties

Once the free cancellation has been utilized, or if a landlord cancels without a valid, FindMyStay-approved Force Majeure reason, financial penalties will apply automatically:

• Penalty Amount: 10% of the first month's rent.
• Collection Method: Deducted directly from the landlord's next automated payout or invoiced independently.
• Timing Threshold: Applies to all cancellations regardless of the notice period.

The "Fiability Score" (Trust Ranking)

Landlords are subject to a public "Fiability Score" serving as our primary trust mechanism:

• All accounts begin with a neutral score of 100.
• Landlords lose 20 points per cancellation (the 1 lifetime free cancellation is exempt from point deduction).
• FindMyStay reserves the right, at its sole discretion, to suspend or permanently ban any landlord whose score reaches 0 points, or who repeatedly cancels without valid cause.

Should a landlord cancel a confirmed booking, FindMyStay will facilitate the following resolutions. FindMyStay's liability in this scenario is strictly limited to the execution of these two actions:

• Financial Refund: 100% of the first month's rent and 100% of the security deposit held by our payment gateway will be refunded to the tenant's original payment method within 7 business days.
• Rebooking Assistance: FindMyStay will provide active, best-effort rebooking support. An agent will be assigned within 24 hours to search available platform listings for comparable accommodations. Note: Rebooking is subject to market availability; FindMyStay does not guarantee that an identical or perfectly matched alternative will be secured, nor is FindMyStay liable for external hotel or relocation costs.

The following time-based framework governs tenant-initiated cancellations:

In the event of any cancellation initiated by either party, all FindMyStay booking and service fees (including Trust & Safety fees) are strictly non-refundable, except in FindMyStay-approved Force Majeure situations.

Rationale & Limitation: FindMyStay earns these fees upon the successful connection of the parties and the processing of the reservation. In the event of a cancellation, these fees fund the administrative, operational, and active rebooking support provided.

Force Majeure covers extraordinary, unforeseeable circumstances entirely out of the control of the parties that render the fulfillment of the booking legally or practically impossible (e.g., pandemic travel bans, border closures, natural disasters, or severe political instability).

Extreme personal emergencies affecting the tenant (e.g., critical illness or death of an immediate family member) may be evaluated on a case-by-case basis.

Approval: All claims of Force Majeure require official documentation. FindMyStay holds the exclusive right to approve or deny a Force Majeure claim at its sole discretion. If approved, the tenant may be eligible for a full refund, including platform fees.

If a tenant arrives and discovers the accommodation is significantly misrepresented (e.g., uninhabitable, fraudulent, or missing critical listed amenities), the tenant must officially report this to FindMyStay within 48 hours of the scheduled move-in time, accompanied by photographic evidence.

If the claim is verified by FindMyStay, the tenant is entitled to a full refund.

FindMyStay's liability is strictly capped at the refund of the transaction amount. We are not liable for the landlord's misrepresentations or the tenant's subsequent emergency housing costs.

FindMyStay's financial facilitation concludes 48 hours after the move-in date. If a tenant chooses to terminate their stay earlier than the agreed contract end date after taking residence, the termination is governed entirely by the private lease agreement signed with the landlord. FindMyStay holds no liability, jurisdiction, or mediation responsibility regarding early departures, and no platform fees or previously transferred rent will be refunded by FindMyStay.

If a landlord terminates a booking or evicts a tenant due to documented misconduct (e.g., severe breach of house rules, property damage, illegal activities, or failure to pay subsequent rent), the landlord will face no FindMyStay penalties and will retain their Fiability Score. The tenant forfeits any right to a refund of the first month's rent or platform fees. FindMyStay assumes no liability for the landlord's decision to terminate the tenancy.

If a tenant fails to arrive at the accommodation on the scheduled move-in date and does not notify the landlord or FindMyStay within 24 hours, the reservation will be classified as a "No-Show" and automatically cancelled. The tenant forfeits all rights to a refund. The landlord will receive the full payout for the first month's rent.

To the maximum extent permitted by law, FindMyStay shall not be liable for any indirect, incidental, special, or consequential damages, including lost profits, loss of data, or property damage, arising out of or in connection with the use of our platform or the cancellation of any booking. FindMyStay's maximum aggregate liability to any user for any claim arising out of this policy shall not exceed the total platform fees collected from that specific transaction.