1. Policy Scope
This policy applies to daily rental bookings for properties listed on the Alhoshan Real Estate Platform, including chalets, rest houses, villas, apartments, farms, camps, or any property offered for daily or short-term booking.
2. Policy Acceptance
Upon completing a booking, paying a deposit or booking amount, or confirming the request, the client confirms having read and accepted the cancellation and refund policy. No cancellation or modification request made outside approved channels is valid unless accepted by Alhoshan in writing.
3. Approved Cancellation Channels
Cancellation requests must be submitted through the booking page on the platform, the official support number, the official email, or any other channel approved by Alhoshan in writing. Cancellation time is calculated based on when the request is received in Alhoshan systems.
4. Standard Refund Policy for Client Cancellation
| Cancellation time before check-in | Refund amount from booking value |
|---|---|
| More than 7 days before check-in | 100% |
| From 7 days to more than 72 hours before check-in | 70% |
| From 72 hours to more than 24 hours before check-in | 50% |
| Within the last 24 hours before check-in | No refund |
| After check-in time or in case of no-show | No refund |
5. Service and Payment Gateway Fees
Alhoshan service fees, if any, are non-refundable after booking confirmation unless cancellation is due to an error by Alhoshan or the owner. Payment gateway, bank, or transfer fees are deducted from the refund amount unless refundable by the payment provider.
6. Same-Day Bookings
If a booking is made on the same day as check-in, the booking is final upon confirmation and does not accept cancellation or refund except when the property is unavailable due to an error by the owner or Alhoshan, a regulatory or operational barrier prevents handover, a proven material defect prevents use, or Alhoshan and the owner approve in writing.
7. No-Show and Early Departure
If the client does not arrive at the scheduled time or is late for check-in without acceptable notice, this is considered a no-show and the full booking value is due. If the client leaves the property before the end of the period, no refund is due for the remaining period unless departure is due to a proven material defect preventing use and Alhoshan was notified immediately.
8. Booking Date Modification
Modification is subject to property availability and approval by the owner and Alhoshan. A modification request more than 72 hours before check-in may be accepted once without Alhoshan modification fees, with the client bearing any price difference. Modification requests within 72 hours are not binding on Alhoshan or the owner.
9. Cancellation by the Owner
If the owner cancels a confirmed booking without acceptable reason, Alhoshan may refund the full booking value to the client, attempt to provide an alternative property, charge the owner any costs, compensation, or operational fees per agreement, reduce or suspend the property ranking, and suspend the owner account upon repeated cancellation.
10. Cancellation by Alhoshan
Alhoshan may cancel a booking upon suspected fraud, submission of inaccurate data, incomplete payment, violation of booking terms, regulatory or security barrier, property unavailability, safety issue, missing required license, or attempt to circumvent commission or fees.
11. Force Majeure
Force majeure includes natural disasters, floods, government or security decisions, interruption of essential services beyond the owner's control, major accidents, epidemics or official restrictions, and closure of roads or areas by official orders. In such cases, Alhoshan may reschedule the booking, issue credit, provide partial or full refund, or cancel the booking without charging any party additional penalties.
12. Property Not Matching Description
If the client finds a proven material difference between the property and the displayed description, they must notify Alhoshan immediately and before using the property. After verification, Alhoshan may request remediation, provide an alternative if available, offer partial refund, full refund if use is impossible, or take action against the owner.
13. Issues During Stay
If an issue arises during the booking period, the client must notify Alhoshan immediately. If resolved within a reasonable time, the client is not automatically entitled to a refund. If partial use is impossible, a partial refund may be granted; if full use is impossible, a full or partial refund or alternative may be provided.
14. Deposit and Damages
If the booking includes a deposit amount, it is returned after checkout and property inspection unless damages or violations exist. Deductions from the deposit or additional charges may apply for damage, lost keys, exceeding guest count, unauthorized events, disturbance, late checkout, or leaving the property in unacceptable condition.
15. Guest Count and Misuse
The client must comply with the guest count and purpose specified in the booking. If excess guests or misuse is found, Alhoshan or the owner may immediately cancel the booking, deny entry or terminate the stay, withhold the booking value, deduct any costs or damages, and notify competent authorities when needed.
16. Check-In and Check-Out Times
The client must comply with check-in and check-out times shown in the booking. Early check-in or late check-out are available only with prior approval, and late check-out may incur fees or full liability for resulting damages.
17. Refund Method and Processing Time
Refunded amounts are returned to the original payment method where possible. Alhoshan processing time is 3 to 10 business days after cancellation approval; bank or payment provider timelines are subject to their policies.
18. Offers and Peak Seasons
Some bookings or offers may be non-refundable and must be clearly displayed before payment. During peak seasons, holidays, and special occasions, stricter cancellation policies may apply, such as no refund after confirmation or requiring a longer cancellation notice.
19. Disputes and Complaints
Any objection must be submitted within 48 hours of check-in or cancellation date, and must include booking number, client name, problem description, supporting evidence, time of occurrence, and any prior communication. Alhoshan reviews the complaint and makes an appropriate decision based on evidence and booking terms.
20. Summary Text Before Payment
Display the following text before the payment button:
Booking may be cancelled as follows: more than 7 days before check-in: 100% refund. From 7 days to more than 72 hours: 70% refund. From 72 hours to more than 24 hours: 50% refund. Within the last 24 hours, after check-in, or in case of no-show: no refund. Service fees and payment gateway fees may be non-refundable after booking confirmation. By completing the booking, I confirm that I have read and accepted the daily rental cancellation and refund policy.