Guest Refund Policy

These terms and conditions govern Menurka’s policy regarding refunds to Guests (“Guest Refund Policy”), as well as the Owner’s obligations associated with the Guest Refund Policy. The Guest Refund Policy applies in addition to Menurka’s Terms (“Menurka Terms”). This policy is available to Guests who book and pay for an Accommodation through the Menurka Platform and experience a Travel Issue (as defined below). The rights of the Guest under this policy take precedence over the Owner’s cancellation policy.

All capitalized terms shall have the same meaning as set out in the Menurka Terms or Payment Terms unless otherwise stated in this Guest Refund Policy.

By using the Menurka Platform as a Guest or Owner, you acknowledge that you have read, understood, and agree to be bound by this Guest Refund Policy.

1. Travel Issue

A “Travel Issue” may include the following situations:

a. The Host of the Accommodation:

(i) Cancels a reservation shortly before the scheduled start of the booking, or

(ii) Fails to provide the Guest with reasonable access to the Accommodation (e.g., does not provide keys or access code).

b. The description or representation of the Accommodation in the Listing is substantially inaccurate in relation to:

(i) The size of the Accommodation (e.g., number and size of bedrooms, bathrooms, kitchens, or other rooms);

(ii) Whether the booking is for the entire home, a private room, or a shared room, and whether another party, including another Guest, is staying at the property during the reservation;

(iii) Special amenities or features listed in the advertisement are not provided or not functioning, such as terraces, pools, bathtubs, bathrooms (toilet/shower/tub), kitchens (sink/stove/refrigerator or other key appliances), or electrical heating or air conditioning systems;

(iv) The physical location of the Accommodation (proximity).

c. At the beginning of the Guest’s reservation, the Accommodation:

(i) Is not clean or hygienic;

(ii) Presents safety or health risks that could reasonably impact the Guest’s stay, in Menurka’s opinion;

(iii) Does not include clean bedding and towels for the Guest’s use;

(iv) Contains insects or pets not disclosed in the Listing.

2. The Guest Refund Policy

If you are a Guest and experience a Travel Issue, we may, at our discretion, take one of the following actions:

(i) Refund the amount paid through the Menurka Platform (“Total Cost”), depending on the nature of the Travel Issue, or

(ii) Make reasonable efforts to find and book a comparable Accommodation for the unused nights remaining in your reservation, in terms of size, bedrooms, features, and quality. All decisions made by Menurka under this policy, including, without limitation, the amount of any refund and the comparability of alternative Accommodations, shall be at Menurka’s discretion and are final and binding on Guests and Owners.

3. Conditions for Making a Claim Regarding a Travel Issue

To submit a valid claim for a Travel Issue and receive related benefits, you must meet all of the following conditions:

You must be the Guest who booked the Accommodation;

You must report the Travel Issue to us in writing or by phone and provide information (including photos and other evidence) about the Accommodation and circumstances of the Travel Issue within 24 hours from the later of:

(i) The start of your reservation, or

(ii) The moment you discover the Travel Issue,

and respond to any request for additional information or cooperation;

You must not have directly or indirectly caused the Travel Issue (through action, omission, or negligence);

Unless Menurka informs you that the Travel Issue cannot be resolved, you must make reasonable efforts to address the matter with the Owner before submitting a claim under this policy.

4. Minimum Quality Standards, Owner Responsibilities, and Guest Refunds

4.1 If you are an Owner, you are responsible for ensuring that the Accommodations you list on the Menurka Platform meet minimum quality standards regarding access, accuracy of the Listing, safety, cleanliness, and are free of Travel Issues. During a Guest’s stay, Owners must be available, or make a third party available, to resolve any issues in good faith.

4.2 If you are an Owner and:

(i) Menurka determines that a Guest has experienced a Travel Issue related to an Accommodation you listed, and

(ii) Menurka refunds that Guest (up to the Total Cost) or provides an alternative Accommodation, you agree to reimburse Menurka the full amount paid within 30 days of Menurka’s request. If the Guest is relocated to another property, you also agree to reimburse Menurka for the reasonable additional costs incurred in the relocation. You authorize Menurka Payments to collect any amounts owed to Menurka by reducing your payout or using other lawful means under the Payment Terms.

4.3 As an Owner, you understand that Guest rights under this policy override your selected cancellation policy. If you disagree with a Travel Issue determination, you may notify us in writing or by phone and provide supporting materials (including photos or other evidence), provided that you have made reasonable and good faith efforts to resolve the matter directly with the Guest prior to disputing the claim.

5. General Provisions

5.1 Non-transferability / No Insurance. This policy does not constitute an insurance offer, insurance contract, or insurance coverage, and the Guest has not paid any premium for coverage under this policy. You may not assign or transfer the benefits provided under this policy.

5.2 Modification or Termination. Menurka reserves the right to modify or terminate this Guest Refund Policy at any time, in its sole discretion. If Menurka modifies this policy, we will post the updated version on the Menurka Platform or notify you directly. Menurka will continue to honor claims submitted before the effective date of the modification.

5.3 Entire Agreement. This policy constitutes the entire and exclusive agreement between Menurka and you regarding the Guest Refund Policy and supersedes all prior or contemporaneous agreements, written or oral, related to the policy.

6. Contacting Menurka

If you have any questions regarding the Guest Refund Policy, you may contact us by email.