Refunds Policy

Effective Date: November 12, 2024

At Short-term Rentals Ug LTD, we strive to provide exceptional short-term rental accommodations for Digital Nomads, Family Travelers, and Cultural Explorers. We understand that plans may change, and we are committed to handling refund requests with transparency and fairness.

This Refunds Policy explains the conditions and process for requesting a refund, associated costs, and the expected timeframes for processing. Please read this policy carefully before making a booking.

1. Eligibility for Refunds

Refunds for bookings are available in certain circumstances, based on the cancellation policy in effect for your booking. Refund eligibility depends on when you cancel your reservation:

  • Full Refund: If the booking is canceled within 24 hours of confirmation, and at least 7 days before the check-in date.

  • Partial Refund: For cancellations made up to 48 hours before check-in, you may be eligible for a partial refund, excluding a cancellation fee (see section 5).

  • No Refund: Cancellations made less than 48 hours before check-in are generally non-refundable, except in cases of emergencies or extenuating circumstances (see section 4).

2. How to Initiate a Refund

To request a refund, please follow these steps:

  1. Contact Us: Email connect@shorttermrentalsug.com with your booking details, reason for cancellation, and any supporting documents for extenuating circumstances.

  2. Submit Refund Request: Once we receive your email, we will acknowledge receipt and begin reviewing your refund request.

  3. Receive Confirmation: We will review your request and send an email confirming whether your refund has been approved and the amount to be refunded, based on our cancellation policy.

Note: Refund requests must be submitted within 24 hours of cancellation to ensure timely processing.

3. Processing Timeframes

Once a refund request is approved, we will initiate the refund within the following timeframes:

  • Domestic Payments: 5-10 business days.

  • International Payments: 10-15 business days.

The actual time for the funds to appear in your account may vary depending on your bank or payment provider.

4. Extenuating Circumstances

In cases of genuine emergencies or unforeseen circumstances beyond your control, such as severe illness, natural disasters, or governmental restrictions, we will consider these on a case-by-case basis. Documentation may be required to support your request.

Examples of acceptable extenuating circumstances include:

  • Medical Emergencies: Hospitalization or serious illness.

  • Travel Restrictions: New government restrictions on travel that prevent you from reaching the property.

  • Natural Disasters: Severe weather events or other natural disasters that impact your ability to travel.

To request a refund for extenuating circumstances, please contact us at connect@shorttermrentalsug.com with relevant documentation. We will review your request and notify you of our decision.

5. Cancellation Fees

A cancellation fee may apply for cancellations that qualify for a partial refund. This fee helps cover administrative costs and may vary based on the specifics of the booking. The amount of the fee will be disclosed to you during the booking process or when you submit a refund request.

6. Non-Refundable Fees

Certain fees are non-refundable, regardless of cancellation timing. These include:

  • Service Fees: Any third-party booking or processing fees are non-refundable.

  • Cleaning Fees: Cleaning fees are non-refundable if the cancellation occurs less than 48 hours before check-in.

7. Refund Payment Method

Refunds will be processed to the original payment method used during the booking. If that method is unavailable, please notify us as soon as possible so we can arrange an alternative.

8. Contact Information for Refund Support

If you have any questions or need assistance with your refund request, please contact our Customer Support team. We are here to help.

  • Email: connect@shorttermrentalsug.com

  • Address: Short-term Rentals Ug LTD, Plot 497, Kibuga Block 9, Namirembe Road, Uganda

9. Modifications to this Policy

We reserve the right to update or change this Refunds Policy at any time. Updates will be posted on this page with the effective date. By continuing to use our services after changes are posted, you agree to be bound by the revised policy.

Thank you for choosing Short-term Rentals Ug LTD. We appreciate your understanding and cooperation, and we look forward to providing you with a wonderful stay.