Cancellation & Refund Policy
What happens to a payment made to us, and how to raise a problem with an invoice.
1. Scope of this policy
This policy applies to payments made to Hostinguer Services LLC by property owners for short-term rental management and operational services. It forms part of our Terms & Conditions.
It does not apply to money paid by guests for a stay. Guests pay the booking platform on which the property is listed, and their cancellations and refunds are governed by that platform’s policy — see section 6 below.
In short. Management fees pay for work already carried out during the billing period, so they are non-refundable once the services have been provided. If you have been charged in error, charged twice, or charged for a service that was not provided, contact us within 14 days and we will correct it.
2. Nature of our fees
Our management fee remunerates services performed continuously during a billing period: listing management, pricing, guest communication, coordination of cleaning and maintenance, and reporting. It is charged monthly in arrears, that is to say after the corresponding services have been delivered.
3. Non-refundable payments
Because they relate to services already performed, the following are non-refundable:
- management fees invoiced for a period during which the services were provided;
- operational costs already incurred on the property and approved in advance, such as cleaning, linen, consumables, repairs and third-party suppliers;
- fees due on bookings that were already confirmed before a management agreement was terminated.
4. When a refund is granted
We will refund a payment in the following situations:
- Payment made in error — for example an incorrect amount, or a payment sent twice for the same invoice;
- Service not provided — an item invoiced that was not in fact delivered;
- Billing error on our side — a wrong fee percentage, a cost charged to the wrong property, or a miscalculated statement;
- Unauthorised payment — a payment you did not authorise, once verified.
5. How to request a refund
- Write to hostinguerservices@gmail.com within 14 days of the date of the payment.
- Include the invoice number, the property concerned, the amount, the date of the payment and a short description of the problem.
- We acknowledge every request within 5 business days and give you a decision, with reasons, within 10 business days of receiving the information needed to assess it.
- An approved refund is issued to the original payment method and in the original currency of the payment — Euro (EUR, €), US Dollar (USD, $) or Moroccan Dirham (MAD, DH) — normally within 10 business days of approval. The time taken for the funds to appear then depends on your bank or card issuer.
Where the amount concerned is smaller than the sum we will invoice you next, we may, with your agreement, credit it against your next invoice instead of returning it.
6. Guest cancellations
When a guest cancels a stay, the refund due to that guest is determined by the cancellation policy of the booking platform and of the listing, not by us. We manage the cancellation on the owner’s behalf and the monthly statement reflects the resulting change in revenue. No management fee is charged on revenue that is not ultimately received.
7. Terminating the management agreement
Ending a management agreement is governed by the notice period set out in that agreement and in section 9 of our Terms & Conditions. Termination does not by itself give rise to a refund of fees already paid for services already performed.
8. Before you raise a chargeback
If you believe a charge is wrong, please contact us first at hostinguerservices@gmail.com. Most billing questions are resolved within a few days, and a direct correction is faster for you than a dispute raised through your bank.
9. Contact
Hostinguer Services LLC
30 N Gould St, Sheridan, WY 82801, United States
Email: hostinguerservices@gmail.com
Phone & WhatsApp: +212 717 183 630