Evelr Refund Policy Guidelines

Evelr and its users follows strict Refund guidelines. It is imperative for all stakeholders to exercise the merit, quality and excellence in using the Evelr platform. Following are the brief outline of the policy.

What happens if a Host cancels before check-in

If a Host cancels a reservation prior to check-in, their guest will automatically receive a full refund. If a Host cancels a reservation within 30 days prior to check-in we’ll also help the guest find a similar place, depending on availability at comparable pricing. What happens if another Reservation Issue disrupts a stay Guests must report to Evelr within 72 hours after discovery. If Evelr determine that a Reservation Issue has disrupted a guest’s stay Evelr will give the guest a full or partial refund, or help the guest find a similar place, depending on availability at comparable pricing. Evelr Help Center will determine the amount refunded depends on several factors including the severity of the booking issues, the impact on the guest, the portion of the stay affected, whether the guest vacates the accommodations, other mitigating factors, and the strength of evidence provided. What booking issues are covered The term "Booking issues" refers to these situations:

• Host cancels the reservation prior to check-in.
• Host fails to provide their guest access to the accommodations.
• Accommodations are not habitable at check-in, including but not limited to any of the following reasons:
  • Not reasonably clean and sanitary.
  • Contain safety or health hazards.
• Accommodations are significantly different than advertised, including but not limited to any of the following reasons:
  • Inaccurate space type (e.g. entire place, private room, or shared room).
  • Inaccurate type or number of rooms (e.g. bedrooms, bathrooms, and kitchens).
  • Inaccurate location of the accommodations.
  • The Listing fails to disclose that the Host, another person, or a pet will be present during the stay.
  • Special amenity or feature advertised in the Listing is not present or does not function (e.g. pool, hot tub, major appliance, heating, and air conditioning systems).

How to request Rebooking assistance or a Refund

To request Booking issue or a refund, the guest who made the reservation must contact Evelr or their Host within 72 hours after discovery of the Booking issue. Requests should be supported by relevant evidence such as photographs, videos, or confirmation of the conditions by the Host, which we will use to help determine whether a Booking issue has occurred.