1. Overview
This Refund Policy outlines the terms and conditions for refunds and cancellations for bookings made through Dama Home Realty. Please read this policy carefully before making a booking.
2. Cancellation by Guest
2.1 Cancellation Timeframes
Refund eligibility depends on when you cancel:
- More than 14 days before check-in: Full refund of deposit (minus processing fees)
- 7-14 days before check-in: 50% refund of deposit
- Less than 7 days before check-in: No refund (unless property owner agrees otherwise)
2.2 How to Cancel
To cancel a booking, please contact us at support@dama-home.com or through your Tenant Portal. Cancellation requests must be made in writing.
3. Cancellation by Property Owner
If a property owner cancels your booking, you will receive a full refund of all payments made, including the deposit. We will also assist you in finding alternative accommodation if available.
4. Cancellation by Dama Home Realty
In rare cases where we must cancel a booking due to circumstances beyond our control (e.g., property damage, legal issues), you will receive a full refund and assistance finding alternative accommodation.
5. Refund Processing
5.1 Processing Time
Refunds are typically processed within 5-10 business days after approval. The refund will be issued to the original payment method used for the booking.
5.2 Processing Fees
A processing fee of 3% may be deducted from refunds to cover payment processing costs. This fee does not apply if the cancellation is due to our error or property owner cancellation.
5.3 Currency Conversion
If your payment was made in a different currency, the refund will be processed in the original currency. Exchange rates may vary, and any currency conversion fees are the responsibility of the customer.
6. Special Circumstances
6.1 Force Majeure
In cases of force majeure (natural disasters, pandemics, government restrictions, etc.), refund policies may be adjusted on a case-by-case basis. We will work with both guests and property owners to find fair solutions.
6.2 Property Issues
If you encounter significant issues with the property (e.g., not as described, safety concerns, major maintenance problems), please contact us immediately. We will investigate and may offer a partial or full refund depending on the circumstances.
7. No-Show Policy
If you fail to check in on the scheduled date without prior notice, your booking will be considered a no-show, and no refund will be issued unless otherwise agreed upon.
8. Disputes
If you disagree with a refund decision, please contact us at disputes@dama-home.com. We will review your case and respond within 5 business days.
9. Property-Specific Policies
Some properties may have specific cancellation policies that differ from our standard policy. These will be clearly stated in the property listing and booking confirmation. Property-specific policies take precedence over this general policy.
10. Contact Us
For refund requests or questions about this policy, please contact us:
- Email: support@dama-home.com
- Phone: +963 123 456 789
- Address: Damascus, Syria