GUEST REFUND POLICY

Effective as of June 22, 2022

The Guest Refund Policy (“Guest Refund Policy”) and the responsibilities of the Host related to the Guest Refund Policy are governed by these terms and conditions. In addition to the terms of service (the “REIT LTD Terms”), the guest refund policy is also applicable. If a guest uses the REIT LTD Platform to book and pay for lodging and has a travel problem, they are eligible for the guest refund policy (as defined below). Unless otherwise stated in this Guest Refund Policy, all uppercase terms shall have the meanings outlined in the REIT LTD Terms or Payments Terms.

You acknowledge that you have read, understand, and agree to be bound by our Guest Refund Policy by using the REIT LTD Platform as a Guest.

1. Travel Issue

A “Travel Issue” means any one of the following:

the Host of the Accommodation

1. cancels a reservation just before it is supposed to begin, or
2. fails to give the guest a reasonable means of accessing the accommodation (for example, by not giving them the keys or a security code).

The Accommodation is not accurately described or shown in the Listing in the following ways:

1. the size of the lodging (for example, the number and size of bedrooms, bathrooms, kitchens, and/or other rooms),
2. If a private room, shared room, or a complete house is booked for the Accommodation, and whether anyone else, save the host, will be staying there while it is booked,
3. Decks, pools, hot tubs, restrooms (toilet/shower/bathtub), kitchens (sink/stove/refrigerator or significant other facilities), and electrical, heating, or air conditioning systems are among the unique facilities or features that are not offered or are malfunctioning,or
4. the Accommodation’s precise location (proximity).

When the Guest first made their reservation, the Accommodation:

1. is not normally hygienic and clean (including dirty towels and/or beds);
2. involves risks to health or safety that, in REIT LTD’s opinion, could reasonably be anticipated to have a negative impact on the Guest’s stay at the accommodation, or
3. harbors pests or houses animals that aren’t specified in the listing.

2. The Guest Refund Policy

You are protected by this policy in the following ways if you are a guest and experience a travel issue:

Up to 24 hours after check-in: If you submit a travel concern within 24 hours of checking in, we may, in our sole discretion, accept it, to either

1. Your payment through the REIT LTD Platform (“Total Fees”) will be refunded, or
2. use our reasonable efforts to assist you in finding and booking another accommodation that is reasonably equal to or better than the accommodation indicated in your initial booking in terms of size, rooms, amenities, and quality for any remaining nights in your reservation. In addition to deciding whether to compensate or re-book a guest who has a travel difficulty, REIT LTD also determines whether an alternative Accommodation is equivalent to or better than the original.

More than 24 hours after check-in. We may agree, at our discretion, if you submit a travel issue over 24 hours after checking in, to either

1. Depending on the type of travel issue experienced, we will reimburse you up to the Total Fees, or
2. use our fair efforts to assist you in locating and making reservations for a different lodging option that is reasonably equal to the lodging indicated in your initial reservation in terms of size, rooms, amenities, and quality for any remaining nights of your stay.

The decisions made by REIT LTD regarding the Guest Refund Policy are final, binding on both guests and hosts, but they have no bearing on any other contractual or legal rights you may have. Your ability to file a lawsuit is not harmed in any way.

3. Conditions for Making a Claim

You must fulfill each of the following requirements in order to submit a legitimate claim for a travel issue and be eligible to earn rewards related to your booking:

1. You must be the visitor who made the lodging reservation;
2. Within 24 hours of becoming aware of the Travel Issue, you must contact us by phone or in writing to report it. You must also give us details (such as pictures, videos, or other verbal or physical evidence) regarding the Accommodation and the circumstances surrounding the Travel Issue;
3. You must reply in a timely manner to any requests from us for further details or assistance on the Travel Issue;
4. You must not be to blame for the travel issue, either directly or indirectly through your action or negligence;
5. You must make reasonable attempts to resolve the circumstances surrounding the Travel Issue with the Host unless REIT LTD specifies otherwise or REIT LTD informs you that the Travel Issue cannot be resolved; and
6. You must agree to leave the Accommodation in order to get a refund of the Total Fees or help find a different place to stay. If you decide to remain in the Accommodation, REIT LTD may nonetheless decide that you are eligible for a partial refund in accordance with the terms of this policy (regardless of whether you reported the Travel Issue up to 24 hours after check-in).

4. Minimum Quality Standards, Host Responsibilities, and Reimbursement to Guest

1. As a Host, It is our responsibility that the Accommodations we advertise on the REIT LTD Platform must be accessible, accurately and sufficiently detailed in the listing description, clean and safe, and free of any travel-related issues. In order to endeavor, in good faith, to address any Travel Difficulties or other Guest issues during a Guest’s stay at an Accommodation, Hosts should be accessible or arrange for a third party to be so.
2. As a Host, We are aware that the chosen cancellation policy will be superseded by the obligations of guests under this guest refund policy. If you disagree with the statements made regarding the Travel Issue, you may contact us by phone or in writing and dispute the claims with information (such as pictures or other proof). Unless REIT LTD informs you that the Travel Issue cannot be resolved or the Guest has left the Accommodation, you shall make reasonable and sensible faith efforts to try to resolve any Travel Issue with the Guest in order to contest it.

5. General Provisions

1. No Assignment/No Insurance. This guest refund policy is not meant to be an offer to insure, it is not insurance or a contract for insurance, it does not replace any insurance that the guest may already have or be able to purchase, and the guest has not paid any premiums related to the guest refund policy. You are not permitted to transmit or transfer the advantages offered by this guest refund policy.
2. Modification or Termination. This guest refund policy may be changed or discontinued at any moment, at REIT LTD’s sole discretion. If REIT LTD alters this Guest Refund Policy, we will publish the updated terms on the REIT LTD Platform or send you a notification. REIT LTD will continue to handle all claims for Travel Issues submitted before the updated terms went into effect in accordance with the terms that were in effect at the time.
3. Entire Agreement. This Guest Refund Policy overrides and substitutes any and all previous verbal or written understandings or contracts between REIT LTD and you concerning the Guest Refund Policy. It is the full and only agreement between REIT LTD and you concerning the Guest Refund Policy.

6. Contacting REIT LTD

Please email us at info@reit.com.bd or call directly at +88 09606999123 if you have any inquiries concerning the guest refund policy.