Cancellation and refund policy
TrustStay protects both guests and owners by using photo evidence, arrival verification, and clear decision windows.
Before check-in
Guests may cancel according to the listing’s displayed cancellation terms. If the owner fails to submit required cleanliness photos before check-in, the guest may be eligible for a full refund.
At arrival
Guests must upload 3–5 arrival photos before accepting the stay or requesting a refund. Refund requests require both a written reason and photo evidence.
Owner evidence
Owners must upload 3–5 photos for each required room: bathroom, bedroom, kitchen, and living room. These photos are compared with the guest’s arrival evidence.
Disputes
If the guest rejects the stay, TrustStay reviews both sets of photos and the written explanation. Demo mode simulates payment outcomes; production mode will use real Stripe payment actions.
This policy is a working product policy for testing. Before launch, review it with legal counsel and align it with your final Stripe, insurance, and marketplace terms.