Refund Policy

MyApartmentBooking is a marketplace that connects Hosts and Guests. This Refund Policy governs refunds on platform service fees and provides guidance on tenancy-related refunds between Hosts and Guests.

Because we do not process rent payments directly — payment arrangements are made between Hosts and Guests — our ability to mandate refunds is limited. We strongly encourage both parties to agree cancellation terms in writing before confirming a tenancy.

MyApartmentBooking charges Hosts a platform service fee on confirmed bookings.

• Host-initiated cancellations: The platform service fee is non-refundable if the Host cancels a confirmed booking without a valid reason accepted by MyApartmentBooking administration.
• Guest-initiated cancellations before move-in: If a Guest cancels before the check-in date, the platform service fee may be refunded at our discretion depending on the circumstances and timeline.
• Admin cancellations: If MyApartmentBooking cancels a booking due to Host non-compliance or fraudulent listings, the full platform service fee will be refunded.

Guest cancellation rights depend on the terms agreed with the Host and any applicable UAE tenancy law:

• Before confirmation: A Guest may cancel a pending booking request at any time before the Host confirms it with no penalty.
• After confirmation, before check-in:Refund terms are subject to the Host's cancellation policy as stated in the listing. MyApartmentBooking will facilitate disputes where a Host refuses a reasonable refund.
• After check-in: Refunds after move-in are subject to the terms of the signed tenancy agreement and UAE tenancy law.

If a Host cancels a confirmed booking:

• The Guest is entitled to a full refund of any advance payment made.
• Repeated Host cancellations may result in listing suspension or account termination.
• MyApartmentBooking will assist the Guest in finding alternative accommodation where possible.

If a Guest books a property that is materially misrepresented (e.g., the property does not exist or differs significantly from the listing), the Guest should:

1. Contact us within 24 hours of discovering the issue.
2. Provide supporting evidence (photos, messages).
3. Not occupy the property if it is unsafe or significantly different from the listing.

Upon investigation, MyApartmentBooking may issue a full or partial refund and will remove the fraudulent listing.

Security deposit arrangements are made directly between Hosts and Guests and are not processed by MyApartmentBooking. We recommend all Guests obtain a written receipt for any security deposit paid. Disputes over security deposits are subject to UAE tenancy law and the jurisdiction of the relevant emirate's Rent Dispute Settlement Centre.

To request a refund for platform fees, please contact us at support@myapartmentbooking.com with:

• Your booking reference number.
• A description of the issue.
• Any supporting evidence.

We aim to respond to refund requests within 5 business days. Approved refunds are processed within 10 business days.

For unresolved disputes between Hosts and Guests regarding rent or deposits, we recommend using the relevant Rent Dispute Settlement Centre in your emirate:

• Dubai: Rental Dispute Settlement Centre (RDSC) — rera.gov.ae
• Abu Dhabi: Abu Dhabi Judicial Department — adjd.gov.ae
• Sharjah: Sharjah Real Estate Registration Department

For questions about this Refund Policy, please email support@myapartmentbooking.com.