Host Cancellation Penalty Policy

Zovay operates strictly as a "Marketplace E-Commerce Entity" as defined under the Consumer Protection (E-Commerce) Rules, 2020. Zovay provides an online marketplace and communications infrastructure that facilitates connections between independent third-party hosts ("Hosts") and guests ("Travellers"). Zovay does not operate as an inventory-based e-commerce entity, nor does it own, manage, lease, control, or offer any real estate properties, hospitality services, or accommodations listed on the platform.

Trust between guests and hosts is the foundation of the Zovay. Therefore, we expect hosts to fulfil every confirmed booking. In event, a host cancels a confirmed booking, we may charge a cancellation fee, temporarily suspend the listing, or permanently remove the listing, depending on the circumstances as detailed below. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on guests, the broader host community, and Zovay. This policy shall apply to all the properties hosted on Zovay.

The cancellation fee shall include base rate, cleaning fee and any mandatory fee and shall be exclusive of taxes, which may be charged in accordance with the applicable law.

Zovay will charge a fee up to 100% of the reservation amount for host No-show and host cancellations that occur at or after check-in time.

Zovay will charge a fee equal to 50% of the reservation amount for host cancellations that occur within 48 hours of check-in.

Zovay will charge a fee equal to 25% of the reservation amount for host cancellations that occur more than 48 hours but within 30 days of check-in.

Zovay will charge a fee equal to 10% of the reservation amount for host cancellations more than 30 days before check-in.

Cancellation fees will be charged to the host or withheld from their next payout. Hosts who fail to pay invoiced cancellation fees may have their accounts suspended until fees are paid in full.

Calendar Blocks: If a host cancels a reservation because they double-booked their property, Zovay may lock their listing's calendar for the exact dates of the cancelled reservation to prevent further marketplace confusion.

Future Calendar Blocks: If a cancellation occurs due to an extenuating circumstance impacting the host or an impending property sale, Zovay reserves the right to impose calendar blocks on future dates to ensure no additional Travellers are displaced.

Same-Day Booking: Host cancellations or policy violations occurring on the scheduled day of check-in may present severe logistical issues for Travellers. In such event, the host will be blocked from using the "Same-Day Booking" feature for that day. Where the host is found repeatedly cancelling the confirmed bookings at the last minute, the host will be blocked from using the “Same-Day Booking” feature entirely.

Repeat Offender: A host who initiates more than two (2) avoidable cancellations within thirty (30) day period shall be classified as a repeat offender. In such event, Zovay may conduct a review of host’s account and immediate disciplinary actions, including:

• reduction in search visibility across the platform;
• immediate withholding of all pending payouts;
• suspension or permanent removal of individual listings from the Zovay platform.

In Zovay’s reasonable opinion, if a host establishes a pattern of repeated cancellations or frequently fails to respond in a timely manner to urgent inquiries from Zovay Customer Support, their account may be terminated. Such Termination shall apply to all the listings under host’s account. All future confirmed bookings across those listings will be automatically cancelled and charged with standard host cancellation fees.

Discrimination based cancellation: Hosts are strictly prohibited from discriminating against, harassing, denying service to, or modifying booking terms for any Traveller on the basis of race, color, caste, religion, national origin, ancestry, sex, gender identity, sexual orientation, marital status, age, or physical/mental disability. Where a Host cancels a confirmed reservation or declines a booking request under discriminatory pretexts, Zovay reserves the right to circumvent standard waiver assessments and enforce immediate, strict disciplinary action which may include permanent account termination.

Zovay understand that not all cancellations are within your control. When such circumstances arise, hosts may request a cancellation waiver by providing proof that the cancellation was due to one of the reasons below. These waivers prevent unavoidable booking request declines or cancellations from hurting your standing in the marketplace. Where Zovay approves a cancellation waiver request, the cancellation will not be treated as a host cancellation, and hosts will be exempt from enforcement actions for that cancellation. Waiver requests must be submitted within 10 days of the cancellation.

Host may request a cancellation waiver for any of the reason below:

• Suspected or prohibited risk of fraud.
• A large-scale travel disruption prevents or prohibits guests from completing their stay.
• A maintenance emergency or circumstances that threaten guest health and safety.
• The guest’s failure to complete payments by the due date.
• Traveller-caused disruptions that prevent the host from hosting or completing a service or experience, such as failing to follow stated instructions

Zovay automatically waive cancellation penalties for certain situations, including:

• Natural disasters
• Earthquakes, tsunamis, volcanic eruptions, landslides
• Tornados, cyclones, flooding, wildfires
• Large-scale utility outages or other severe weather events
• Some other extenuating circumstances
• Epidemics, pandemics, or public health emergencies
• War, terrorism, riots, or civil unrest
• Government-imposed travel restrictions
• Major disruptions to travel infrastructure
• Sudden changes to passport or visa requirements

If your cancellation qualifies but you don’t see a waiver applied within 7 days, contact us for support via Zovay app or support e-mail.

To request waiver, contact the Zovay support team via Zovay application or support e-mail within ten (10) days of cancelling or declining the booking.

Host may need to provide:

The Reservation or Booking Request ID

• A brief explanation of why the cancelation or decline was beyond your control
• Any relevant communication with the guest (preferably through the application)
• Any supporting documentation or proof related to the reason provided (2 videos and 1 photo)

Zovay shall review and communicate the decision on host’s waiver request within ten (10) days from receipt of such request.

Regardless of whether Zovay waive any fees or other consequences, the host will not receive a payout for the cancelled reservation.

If the host cancels any reservation before check-in, the traveller shall receive a full refund, including service fee, if Traveller choose not to rebook.

The eligible refunds shall be initiated within twenty-four 24 hours of the cancellation by the host and shall be credited to the Traveller’s original mode of payment within 5-7 business days, subject to banking and payment network processing timelines.

If the host cancels, Zovay may assist the Traveller rebook a similar place to stay, considering location and preferred amenities, subject to availability at comparable pricing.

Where a host cancels a booking after the scheduled check-in time due to a material breach of the applicable house rules by the Traveller, unlawful conduct, safety concerns, nuisance to neighbouring occupants, property damage, unauthorized occupancy, excessive disturbance, or any other conduct reasonably determined by Zovay to justify termination of the stay, the Traveller shall not be entitled to any refund for the consumed night(s).

Any refund for unspent nights shall be determined by Zovay on a case-by-case basis, taking into account the nature and severity of the violation, supporting evidence, and applicable platform policies. In such circumstances, Zovay shall have no obligation to provide rebooking assistance or alternative accommodation to the Traveller.

The Hosts may submit complaints relating to waiver requests, guest bookings, refunds or platform conduct through the support channels listed on the Zovay’s application/platform. A grievance officer shall acknowledge consumer complaints within forty-eight (48) hours and endeavour to resolve complaints within one (1) month from the date of receipt of such complaint.

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