Platform Policies

A. Cancellation Policy — Tenant-Initiated

How to Cancel

• Log in to your Suaka account and navigate to 'My Bookings'.
• Select the booking you wish to cancel.
• Click 'Cancel Booking' and confirm.
• You will receive an email confirming the cancellation and applicable refund amount.
• Refunds are processed within 5–10 business days to the original payment method.

Force Majeure

In cases of extraordinary circumstances (natural disaster, government travel ban, pandemic), Suaka may issue refunds or credits at its discretion. Each case is assessed individually.

B. Owner Cancellation Penalty Policy

When an Owner cancels a confirmed Booking, automatic penalties are applied to protect the Tenant. Penalties are deducted from the Owner's pending payout or future platform earnings.

Key Provisions

• Minimum fee: USD $50 applies even to low-cost or short bookings.
• Tenant compensation: always includes a full refund of all amounts paid including the Tenant Fee.
• Booking credit: where applicable, Suaka may issue a booking credit for the Tenant to rebook immediately.
• Rebooking support: Suaka will actively assist the Tenant in finding a comparable or better property at no extra cost, using penalty funds to cover any price difference.
• Penalty exceptions: the penalty may be waived if the Owner provides verifiable documentation of a genuine emergency (e.g., certified illness, documented property damage rendering it uninhabitable). Suaka has sole discretion to accept or reject exception requests.
• Repeated cancellations: 2 or more cancellations within any 12-month period will result in listing suspension pending Suaka review.

C. Modification Policy

Fees & Recalculation

Date changes are free when requested 14 days or more before check-in, for the first change. Inside 14 days a change fee applies (10% at 7 to 13 days, 20% at 48 hours to 6 days, 30% under 48 hours), and it is always lower than the cost of cancelling. A second change carries 5% even outside 14 days. The 10% Tenant Fee and 2.5% Transaction Fee are recalculated on the revised Base Rent. If the modification results in a higher cost, the difference is charged immediately. If lower, the refund is processed within 10 business days.

How to Request a Modification

• Log in to your Suaka account and go to 'My Bookings'.
• Select the booking and click 'Request Modification'.
• Submit the proposed changes.
• Suaka notifies the Owner of the request.
• Modifications are confirmed upon Owner approval and (where applicable) successful additional payment.

D. Property Misrepresentation Policy

If a Tenant believes the property materially differs from the Listing at the time of check-in, the following applies:

• The Tenant must report the issue to Suaka via in-app support within 24 hours of check-in, with photographic evidence.
• Claims raised after 24 hours of check-in will not qualify for a misrepresentation refund.
• Suaka will investigate and, where the claim is substantiated, may offer: (a) a full refund and assisted relocation; (b) a partial refund; or (c) Owner remediation within an agreed timeframe.
• Minor aesthetic differences, subjective preferences, or matters outside the Owner's control do not constitute material misrepresentation.
• "Material misrepresentation" means: a property is materially smaller than stated, key listed amenities (pool, A/C, Wi-Fi) are absent or non-functional, the property is in a significantly different location than shown, or the property has health/safety issues not disclosed in the Listing.

E. Payment Terms & Conditions

Total Booking Charge — Defined

Total Booking Charge = Base Rent + Suaka Tenant Fee (10% of Base Rent) + Transaction Fee (2.5% of Base Rent), being 112.5% of Base Rent. Example: $4,000/month, 2-month stay: Rent $8,000 + Tenant Fee $800 + Transaction Fee $200 = Total $9,000, payable under the selected payment plan. A Security Deposit is set per villa, capped at one month's Base Rent, and may be zero. Every listing displays the amount before booking.

Payment Schedule

Accepted Payment Methods

Currency & Failed Payments

All amounts are displayed in USD. Currency conversion is handled by the payment processor; Suaka is not liable for exchange rate movements. If a payment fails, Suaka notifies immediately and provides 24 hours to update payment details before the booking is cancelled.

Payout to Owners

Owners are paid 32 hours after the Tenant's check-in has been confirmed, minus the 5% Owner Fee. For Monthly Billing bookings, payouts are released monthly. Payouts are processed via bank transfer or Xendit within 2–5 business days.

F. Refund Policy

How to Request a Refund

• Log in to your Suaka account.
• Navigate to 'My Bookings' and select the relevant booking.
• Click 'Cancel Booking' or 'Raise a Dispute' as applicable.
• Provide supporting documentation if required.
• Suaka's support team will review and process within 5–10 business days.