One clear policy applies to every stay on Pumzika, so you know where you stand before you book. Times are counted from the check in time on your booking, in Tanzania time.
If you cancel
| When you cancel | What you get back |
|---|---|
| More than 7 days before check in | Everything you paid, including the service fee |
| Between 7 days and 48 hours before check in | Half of the stay price. The service fee is not refunded |
| Less than 48 hours before check in, or if you do not arrive | No refund |
The stay price means the nightly price for all nights plus any cleaning fee. To cancel, go to My trips, open the booking and cancel it there, or contact us.
If the host cancels
You get a full refund, service fee included, and we help you find a similar place for the same dates.
If something is wrong when you arrive
If you cannot get in, or the place is very different from the listing, tell us within 24 hours of check in, with photos if you can. We hold your payment until then. We will work with the host to put it right, or refund you for the nights you could not use.
Events outside anyone’s control
If a natural disaster, a government travel ban or a similar serious event stops your trip, contact us before check in. We look at each case and may refund you in full even when the dates above would not.
How refunds are paid
We send refunds to the same payment method you used. Mobile money refunds usually arrive within 3 working days, card refunds within 5 to 10 working days. Refunds are made in the currency you paid in, so the amount in dollars can differ slightly when exchange rates move.
For hosts
When a guest cancels late, you receive the part of the stay price that is not refunded to the guest, on the usual payout schedule. If you cancel a confirmed booking, your guest gets a full refund. We may block the cancelled dates on your calendar, and repeated cancellations can remove your listing from search.