Refund Policy

1. BHO Declines Your Reservation

If the boarding house owner (BHO) declines your reservation or fails to respond within 48 hours, you receive a full refund of both the reservation fee and the service fee. Refunds are processed automatically.

2. You Cancel Before Signing the Lease

Because the reservation fee stays in escrow until contract signing, any cancellation before you sign the lease is eligible for a refund — the amount depends on the boarding house's refund policy:

• Full refund: 100% of the reservation fee is refunded.
• Half refund: 50% of the reservation fee is refunded.
• Non-refundable: No refund is issued.

The applicable refund policy is shown on the room listing and in your reservation confirmation. This rule covers the full pre-contract window — before the site visit, between the site visit and contract signing, and any point in between. The platform service fee is non-refundable when you cancel voluntarily.

Exception: when the owner is the one rescheduling, see §6 below — a 24-hour full-refund window overrides whatever the property’s normal policy says.

3. Platform Action Against the Owner

If my.BoardHub suspends or bans the owner of your boarding house while your reservation is still pre- contract, we automatically issue a full refund of the reservation fee. You don’t need to chase us; the refund is initiated as part of the moderation action and the reservation is cancelled. The platform service fee remains non-refundable.

4. Reservation Expires

If your reservation expires (30 days after creation) without a signed lease contract, the reservation is forfeited and the fee is non-refundable.

5. You Sign the Lease

When you sign the lease agreement, the reservation fee is released to the owner and held as your security deposit for the duration of your stay. It is not refunded through this policy — return of the security deposit at lease end is governed by the terms of your contract with the boarding house owner.

6. BHO Reschedules Your Site Visit (24-hour cancel window)

When a boarding house owner proposes a new site-visit time on a confirmed reservation, you have 24 hours from when the proposal was sent to cancel the reservation for a full refund of the reservation fee, regardless of the property's normal refund policy. This protects you if the owner’s new time genuinely doesn’t work for you.

• The 24-hour clock starts when the BHO sends the reschedule proposal, not when you read it.
• Refunds are automatic when the reservation fee is still held by the platform (i.e. before the BHO has fully accepted).
• If the BHO has already received the fee (post-acceptance, pre-visit) and they reschedule, contact support — we’ll coordinate the refund manually.
• The platform service fee remains non-refundable.
• Counter-proposing a different time (instead of cancelling) doesn’t affect the 24-hour window — a new proposal from the BHO restarts the clock.

Repeated BHO-initiated reschedules are also tracked by the platform — see our Community Guidelines.