Applicable to All Guests and Hosts

Operated by Tomin Group International Inc. (Monkstays)
Québec, Canada
legal@monkstays.com www.monkstays.com

1. Purpose and Scope

1.1 Purpose

This Refunds & Cancellations Policy (“Policy”) sets out the rules governing booking cancellations, modifications, refunds, penalties, no-shows, force majeure events, and payment adjustments on the Monkstays platform.

1.2 Scope

This Policy applies to all confirmed bookings made through Monkstays worldwide and forms an integral part of:

The Monkstays Terms of Service
The Guest Terms of Service
The Host Terms of Service
The Pricing Policy

1.3 Marketplace Structure

Monkstays operates as a digital marketplace intermediary.

Accommodation and retreat services are supplied by independent Hosts.
Monkstays acts solely as a limited payment collection agent on behalf of Hosts.
Refunds related to accommodation are issued on behalf of the Host in accordance with the selected cancellation terms.

Nothing in this Policy reclassifies Monkstays as the supplier of accommodation.

1.4 Legal Framework

This Policy is governed by:

The laws of the Province of Québec and applicable federal laws of Canada;
Mandatory consumer protection legislation applicable to the Guest’s jurisdiction;
Applicable international payment processing standards.

2. General Principles

2.1 Transparency

All applicable:

Accommodation prices,
Platform service fees,
Taxes,
Cancellation deadlines,
Refund conditions

are displayed before booking confirmation.

2.2 Platform-Only Cancellations

All cancellations or booking changes must be submitted exclusively through the Monkstays platform.

Cancellations made directly with a Host or outside the platform are not valid and do not automatically trigger refunds.

2.3 Separation of Fees

Refund eligibility applies separately to:

Accommodation supplied by the Host;
Guest Service Fees charged by Monkstays;
Applicable taxes.

Each component may have a different refund treatment as described below.

2.4 Payment Handling

All refunds are processed electronically through Monkstays’ authorized payment providers using the original payment method, subject to payment-provider processing timelines.

3. Guest-Initiated Cancellations

3.1 Standard Cancellation Schedule

Unless a listing specifies alternative terms at checkout, the following default policy applies:

Timing of Cancellation (before check-in)	Refund to Guest	Notes
14 days or more	50% of Booking Subtotal (excluding service fees)	Automatic via the platform
7–13 days	25% of Booking Subtotal (excluding service fees)	Automatic via platform
Less than 7 days or no-show	No refund	Exceptions may apply (Section 6)

Hosts may choose stricter or more flexible terms where permitted by law. The terms displayed at checkout govern.

3.2 Refund Components

Unless otherwise stated:

Refunds exclude:

Guest Service Fees;
Taxes on Platform service fees;
Non-recoverable payment processing costs.

Accommodation-related taxes are refunded proportionally when accommodation charges are refunded, unless otherwise required by law.

3.3 Processing Time

Approved refunds are issued to the original payment method within approximately 5–10 business days after processing.

Actual receipt time depends on banking institutions and card networks.

4. Host-Initiated Cancellations

4.1 Full Guest Refund

If a Host cancels a confirmed booking for reasons other than force majeure:

The Guest receives a 100% refund of:

Booking Subtotal;
Accommodation-related taxes;
Guest Service Fee.

4.2 Administrative Consequences for Hosts

Monkstays may apply:

Temporary listing suspension;
Financial penalties deducted from future settlements;
Removal from promotional or optional participation programs;
Permanent account termination in severe or repeated cases.

4.3 Repeated Cancellations

Repeated or unjustified Host cancellations may result in permanent removal from the Platform.

5. Modifications, Early Departures, and Extensions

5.1 Booking Modifications

Changes to booking dates or stay length require mutual agreement between Guest and Host through the Platform.

Pricing adjustments may apply.

5.2 Early Departures

If a Guest departs before the scheduled checkout date:

Unused nights are non-refundable unless the Host voluntarily agrees otherwise in writing through the Platform.

5.3 Extensions

Extensions are treated as new bookings and subject to current pricing, availability, and policies.

6. Force Majeure and Emergency Cancellations

6.1 Qualifying Events

Cancellation without penalty may apply if performance is prevented by events beyond reasonable control, including:

Serious illness, injury, or death;
Natural disasters;
Public health emergencies;
Government travel restrictions;
Structural damage or utility failure rendering accommodation unsafe.

6.2 Documentation

Monkstays may require reasonable documentary proof.

6.3 Refund Outcome

Approved force majeure cancellations typically result in a full refund, including service fees.

6.4 Discretion

Monkstays retains reasonable discretion to assess eligibility and documentation sufficiency.

7. Donation-Based Retreats

For retreats described as donation-based:

If payment is mandatory for participation, cancellation rules apply as for standard bookings.
If participation is free and donation is voluntary, refund treatment may differ depending on whether the donation has already been transferred to the Host.

Tax treatment of donation-based payments is determined by the Host.

8. No-Show Policy

8.1 Definition

A booking is considered a no-show if the Guest fails to check in without prior cancellation.

8.2 Refund Status

No-shows are non-refundable unless Section 6 applies.

8.3 Host Confirmation

Hosts must confirm a no-show within 24 hours of scheduled check-in to initiate payout processing.

9. Chargebacks, Offsets, and Adjustments

9.1 Chargebacks

If a Guest initiates a chargeback:

Monkstays may temporarily suspend account access;
Monkstays may reverse or withhold Host settlement amounts;
Hosts remain financially responsible for chargebacks related to their accommodation unless otherwise required by law.

9.2 Settlement Offsets

Hosts authorize Monkstays to offset refunds, penalties, or chargebacks against future payouts.

10. Platform Discretion and Special Cases

10.1 Intervention Rights

Monkstays may override this Policy in cases involving:

Verified fraud;
Safety or security risks;
Material listing misrepresentation;
Regulatory compliance obligations.

10.2 Final Determination

All refund and cancellation determinations are final following Monkstays’ internal review process, subject to applicable mandatory legal rights.

11. Currency and Exchange

Refunds are issued in the currency in which the booking was processed.

Exchange-rate differences and foreign transaction fees imposed by financial institutions remain the responsibility of the Guest or Host.

Monkstays does not control third-party exchange rates.

12. Dispute Resolution and Governing Law

12.1 Internal Resolution

Disputes must first be submitted to legal@monkstays.com within 30 days of the relevant event.

12.2 Jurisdiction

Unresolved disputes are subject to the civil courts of Montréal, Québec, Canada, subject to mandatory consumer protection laws applicable in the Guest’s jurisdiction.

13. Policy Updates

13.1 Updates

Monkstays may update this Policy from time to time.

Material changes apply to future bookings only and do not affect previously confirmed bookings.

13.2 Acceptance

Continued use of the Platform after publication of an updated Policy constitutes acceptance of the revised terms.