This Policy explains how cancellations and refunds work on ConsuStay. It supplements the Terms and the Host’s selected Cancellation Policy for each Listing. Where Mexican consumer-protection law or other Applicable Law grants a Guest a non-waivable right that is more favorable than this Policy, that right prevails.
1. How cancellations work
When creating a Listing, each Host selects one of three Cancellation Policy tiers — Flexible, Moderate, or Strict. The tier that applies to your Reservation is shown before you book and in your booking confirmation. The tier governs how much of the accommodation charge is refundable if a Guest cancels.
2. Cancellation tiers
In every tier: the ConsuStay Service Fee is non-refundable, except where the Host cancels the Reservation or ConsuStay approves a refund or claim; taxes are refunded in proportion to the amounts refunded; any security deposit is fully refunded; and nights already elapsed during a stay are never refunded.
3. What is refundable
- Accommodation charges — refunded according to the applicable tier above.
- Cleaning fee — refunded whenever the stay does not occur, or as stated in the tier.
- ConsuStay Service Fee — non-refundable, except where the Host cancels the Reservation or ConsuStay approves a refund or claim (for example, under Sections 5, 10, or 12).
- Taxes — refunded in proportion to the refunded charges, including Mexican VAT (IVA) and any state lodging tax (ISH) collected. Tax refunds are reflected in corrected tax documentation (CFDI) where required.
- Security deposit — where a Host uses one (see Section 8), it is fully refunded on cancellation.
4. Guest cancellations
Guests cancel through the Platform. The refund is calculated automatically from the applicable tier and the timing of the cancellation, and is returned to the original payment method. Submitting a cancellation does not by itself entitle a Guest to a full refund; the tier controls.
5. Host cancellations
Hosts are expected to honor confirmed Reservations. If a Host cancels a confirmed Reservation, the Guest receives a full refund of all amounts paid — accommodation, cleaning fee, Service Fee, taxes, and any deposit. We may also help the Guest find alternative accommodation and may apply the Host consequences described in the Terms (including reduced visibility, fees, or suspension). Host cancellations required by Applicable Law or genuine emergencies are assessed case by case.
6. No-shows
If a Guest does not arrive and does not cancel, the Reservation is treated as used and no refund is due for the accommodation, except as required by Applicable Law. The Service Fee is non-refundable in this case.
7. Reservation modifications
If a Reservation is changed after confirmation (dates, occupancy, or other terms), the price may go up or down. Additional amounts are charged, and reductions refunded, through the Platform. A modification does not take effect until confirmed on the Platform.
8. Damage
Each Host chooses, per Listing, how damage is handled. The method that applies to your Reservation is disclosed before you book.
- No upfront deposit (claims model). No deposit is collected. By booking, the Guest agrees to pay for damage beyond ordinary wear and tear that the Guest, their party, or their visitors cause. If a Host reports damage, we may facilitate a claim and, where authorized, charge the Guest’s payment method for a reasonable, substantiated amount after review.
- Refundable security deposit. A stated deposit is authorized or collected before check-in and released after checkout, less any reasonable, substantiated deductions for damage. Deposits are refunded within the period stated in the Listing (typically within 7–14 days after checkout).
In both cases, ConsuStay facilitates communication and may assist with processing, but does not guarantee recovery by a Host or collection from a Guest, and is not a party to the underlying dispute.
9. How refunds are issued
Approved refunds are initiated through Stripe to the Guest’s original payment method, usually within a few business days of approval. The time for a refund to appear (often 5–10 business days) depends on the Guest’s bank or card issuer and is outside our control. Where currency conversion applies, the exchange rate and any foreign-transaction fees are set by the payment provider or financial institution; ConsuStay is not responsible for conversion differences.
10. Non-refundable amounts
Where a Strict tier or a stay already in progress applies, some accommodation charges are non-refundable, as shown in Section 2. The ConsuStay Service Fee is non-refundable, except where the Host cancels the Reservation or ConsuStay approves a refund or claim. Nothing here makes non-refundable any amount that Applicable Law requires to be refunded.
11. Chargebacks and payment disputes
If you have an issue, please use ConsuStay’s cancellation and support tools before disputing a charge with your bank. If a chargeback is filed, we may investigate, request documentation, temporarily hold related payouts, and cooperate with the payment provider. Users agree to cooperate in good faith. This Policy does not guarantee any particular outcome in a chargeback.
12. Force majeure and extenuating circumstances
If a serious event outside the parties’ control makes it unlawful or unreasonable to travel to or occupy a Listing — such as a natural disaster, government travel restriction, or comparable emergency — ConsuStay may override the Host’s tier and provide a full or partial refund or credit. We may ask for reasonable documentation. This section does not apply to ordinary changes of plans.
13. Taxes on refunds
When amounts are refunded, related Mexican taxes are adjusted accordingly. Where ConsuStay withheld Mexican income tax (ISR) or VAT (IVA) on a transaction, the withholding is corrected and documented through the applicable CFDI process. Hosts and Guests remain responsible for their own tax positions; ConsuStay does not provide tax advice.
14. Your consumer rights
Nothing in this Policy limits any mandatory, non-waivable right you have under Applicable Law, including Mexican consumer-protection law (PROFECO/LFPC) for Users in Mexico and consumer protections in your U.S. state.
15. Contact
Refund questions: support@consustay.com.