Payments, Refunds & Cancellation Policy

This Payments, Refunds & Cancellation Policy ("Payments Policy") governs payment-related functionality made available through Suzy Rent, including the payment functionality referred to as "Suzy Pay," together with applicable payment collection, payout, refund, cancellation, chargeback, deposit, subscription, and related procedures.

Suzy Rent is operated by Krelio Technologies Inc. ("Krelio," "Suzy Rent," "Suzy," "we," "us," or "our").

This Payments Policy supplements the Suzy Rent Terms of Service ("Terms"). Capitalized terms not separately defined in this Payments Policy have the meanings given in the Terms.

Not every property, Property Provider, booking, rental, or transaction available or initiated through Suzy uses Suzy Pay. The availability of a listing, inquiry, booking feature, message thread, or Property Provider account on Suzy does not mean that payments for the corresponding rental transaction are processed by Krelio or through Suzy Pay.

Certain transactions may also be governed by checkout terms, booking terms, Property Provider terms, subscription terms, rental agreements, cancellation rules, or other transaction-specific terms presented or agreed in connection with the applicable transaction.

Nothing in this Payments Policy excludes or limits a right, remedy, liability, or obligation that cannot lawfully be excluded or limited.

1. Suzy Pay

"Suzy Pay" means payment-related functionality made available through Suzy that routes or facilitates an applicable payment through a third-party payment gateway, bank, electronic-money issuer, acquiring institution, app store, payment processor, or other payment service provider integrated with or made available through the Services ("Payment Provider").

A transaction is a "Suzy Pay Transaction" only where the applicable payment is actually initiated and processed through a payment method expressly presented as part of the Suzy Pay or other Krelio-controlled payment flow.

Use of Suzy Pay may be optional for some properties and transactions and required for others.

Krelio may determine which properties, transactions, users, payment methods, or features are eligible to use Suzy Pay and may introduce, limit, suspend, replace, or discontinue particular payment functionality.

The availability of Suzy Pay for one transaction does not create an entitlement to use it for another.

2. External and off-platform payments

An "External Transaction" means a payment or transfer of money between users that is not processed through a Suzy Pay Transaction.

External Transactions include, without limitation:

1. cash paid directly to a Property Provider;
2. direct bank transfers to a Property Provider's personal or business account;
3. direct transfers to a Property Provider's e-wallet;
4. checks or postdated checks delivered directly to a Property Provider;
5. payments through a Property Provider's independent card terminal, payment link, gateway, or collection system;
6. payments made through another marketplace or application; and
7. any other transfer of funds that does not pass through the applicable Suzy Pay payment flow.

A transaction remains an External Transaction even if:

1. the property was discovered on Suzy;
2. the parties first communicated through Suzy;
3. an inquiry, ocular visit, reservation, or other interaction occurred through Suzy;
4. the parties discuss the payment through Suzy messaging;
5. a user uploads a receipt, screenshot, proof of transfer, or other evidence of payment to Suzy;
6. a Property Provider records or acknowledges the payment through the Services; or
7. Suzy otherwise maintains information concerning the rental or parties.

Recording, discussing, acknowledging, or uploading evidence of an External Transaction does not cause Krelio to receive, process, possess, control, guarantee, or assume responsibility for the corresponding funds.

3. Transactions outside Suzy Pay

Except where Krelio expressly agrees otherwise in writing or applicable law independently requires otherwise, External Transactions are not covered by Suzy Pay's payment-processing, payout, holding, reversal, refund, chargeback, payment-dispute, or payment-protection procedures under this Payments Policy.

Krelio cannot ordinarily:

1. stop an External Transaction;
2. reverse an External Transaction;
3. retrieve money transferred directly between users;
4. hold or release an External Transaction;
5. compel a financial institution to reverse it;
6. issue a refund from money Krelio never received or controlled;
7. administer a chargeback concerning an external payment method; or
8. guarantee payment or repayment by either party.

The payment, refund, deposit, cancellation, collection, and settlement rights between the parties to an External Transaction are governed by their applicable agreement, the terms of the independent payment method or financial institution involved, and applicable law.

Any assistance Krelio voluntarily provides concerning an External Transaction is provided without assuming responsibility for the payment, becoming a party to the underlying transaction, or creating an obligation to provide equivalent assistance in another case.

Krelio may nevertheless review evidence of External Transactions for fraud prevention, platform enforcement, user support, safety, legal compliance, or other purposes permitted under the Terms and Privacy Policy.

The general Terms continue to govern use of Suzy even where users elect to make payments outside Suzy Pay.

4. No escrow, bank, or fiduciary relationship

Unless expressly stated otherwise in transaction-specific terms or required by applicable law, Suzy Pay is a payment-facilitation feature and does not create a bank account, deposit account, electronic wallet, trust, escrow, fiduciary, agency, or similar financial relationship between Krelio and a user.

Payment Providers independently perform portions of payment authorization, processing, settlement, safeguarding, reversal, withdrawal, or transfer according to the applicable payment arrangement.

Nothing in this Payments Policy represents that Krelio is a bank, electronic-money issuer, or other regulated financial institution merely because Suzy makes integrated payment functionality available.

5. Payment authorization

By initiating a Suzy Pay Transaction, you authorize Krelio and the applicable Payment Provider to process the amount displayed through the applicable payment flow using your selected payment method.

You represent that you are lawfully authorized to use the payment method submitted.

You must not knowingly:

1. use another person's payment method without authority;
2. provide false payment information;
3. circumvent payment-security or verification controls;
4. use Suzy Pay for fraud, scams, money laundering, or unlawful financial activity; or
5. manipulate a transaction to evade applicable fees or restrictions.

A payment instruction does not guarantee successful authorization or settlement.

Payment Providers may independently reject, delay, reverse, investigate, or require additional verification for a transaction.

6. Prices, charges, and fees

Amounts charged through Suzy Pay may include:

1. rent or other amounts payable to a Property Provider;
2. booking or reservation fees;
3. platform or service fees;
4. payment-processing fees;
5. subscription fees;
6. security or other deposits;
7. taxes;
8. cancellation or recovery charges where applicable; and
9. other amounts disclosed in connection with the transaction.

Material charges imposed through the applicable Suzy checkout flow will be disclosed as required before transaction confirmation.

Krelio may establish or change fees prospectively.

A change to standard fees does not retroactively increase fees applicable to a transaction already completed unless the user separately agrees or applicable transaction terms expressly permit the adjustment.

7. Booking and reservation fees

Where a booking or reservation fee is disclosed as non-refundable, the fee is non-refundable upon a Renter's voluntary cancellation except where:

1. applicable transaction-specific terms expressly provide otherwise;
2. Krelio elects to issue a refund or credit in its discretion; or
3. applicable law requires a refund or other remedy.

A voluntary refund, credit, waiver, or accommodation issued by Krelio does not constitute an admission of liability and does not establish a precedent, continuing obligation, course of dealing, or entitlement to equivalent treatment in another transaction.

Processing charges, gateway charges, platform fees, and other fees that have already been incurred or earned may likewise be non-refundable to the fullest extent permitted by law and subject to the applicable transaction terms.

8. Default Renter cancellation policy

Unless a different cancellation policy is expressly disclosed for the applicable property, booking, or transaction, the following default policy applies to a voluntary cancellation by the Renter:

8.1 More than 30 days before the rental start date

A voluntary cancellation made more than thirty (30) calendar days before the scheduled rental start date is eligible for a refund of fifty percent (50%) of the refundable booking amount.

Booking fees, processing fees, gateway charges, cancellation charges, and other amounts disclosed as non-refundable are excluded from the refundable booking amount to the extent permitted by law.

8.2 Thirty days or less before the rental start date

A voluntary cancellation made thirty (30) calendar days or less before the scheduled rental start date is not eligible for a contractual refund.

8.3 Transaction-specific cancellation rules

A cancellation policy expressly shown for the applicable listing, checkout, booking, promotion, Property Provider, or transaction supersedes the default schedule above for that transaction.

8.4 Mandatory rights preserved

The default cancellation schedule governs voluntary cancellation and does not eliminate a refund or remedy that applicable law makes mandatory.

9. Property Provider cancellations

Where a Property Provider cancels a confirmed Suzy Pay booking and the Renter is not responsible for the cancellation, Krelio may refund amounts processed through Suzy Pay for the affected transaction in accordance with the applicable booking terms and law.

A Property Provider may be responsible for:

1. refunds payable because of its cancellation;
2. unrecoverable processing or gateway charges;
3. chargeback costs;
4. transaction-reversal costs;
5. cancellation fees;
6. amounts paid or credited to affected Renters;
7. other losses attributable to the Provider's breach; and
8. other amounts provided in the applicable Property Provider, booking, or commercial terms.

Krelio may deduct such amounts from current or future payouts to the extent permitted by the applicable agreement and law.

Where available payouts are insufficient, the Property Provider remains responsible for any negative balance or other amount lawfully owed to Krelio.

Cancellation charges applicable specifically to Property Providers may be established through the applicable Property Provider Agreement, transaction terms, or other commercial agreement.

10. Payouts to Property Providers

Payout eligibility is subject to the applicable booking, transaction, Payment Provider procedures, Property Provider terms, verification requirements, and this Payments Policy.

A payout is not due merely because a Renter initiated payment.

Krelio may condition payout release on matters including:

1. successful payment authorization and settlement;
2. completion of required verification;
3. the applicable booking or transaction status;
4. move-in confirmation where applicable;
5. expiry of an applicable payout-hold period;
6. absence of a material unresolved dispute or fraud concern;
7. compliance with the Terms and Property Provider requirements; and
8. applicable legal or Payment Provider requirements.

Not all rental transactions use Suzy Pay. Payments made directly between users or through payment methods outside the payment functionality made available by Krelio are not processed or administered by Krelio and are not entitled to Suzy Pay-specific payment, payout, reversal, refund, chargeback, or transaction-protection procedures, except to the extent expressly provided or required by applicable law.

11. Move-in Holding Period

For Suzy Pay booking flows using move-in confirmation, Krelio may delay payout release for up to seventy-two (72) hours following the applicable confirmed or scheduled move-in event ("Move-in Holding Period").

Krelio may determine whether the move-in event has occurred using information reasonably available to it, including confirmations by the parties, booking information, transaction records, communications, reports, or other relevant evidence.

The Move-in Holding Period is a payout-control mechanism and is not an escrow service, warranty, inspection, certification, or guarantee that the rental arrangement has been properly performed.

12. Resolution Holding Period and extended payment restrictions

If a dispute, complaint, cancellation, chargeback, suspected fraud, verification issue, security concern, transaction inconsistency, or other material risk is identified before payout release, Krelio may extend the payout restriction for an ordinary review period of up to fourteen (14) calendar days ("Resolution Holding Period").

The fourteen-day period is an ordinary review period and not an absolute maximum.

Krelio may continue delaying or restricting payout release beyond that period where reasonably necessary because of:

1. an unresolved chargeback or payment dispute;
2. suspected fraud, scam activity, or account compromise;
3. an ongoing security investigation;
4. incomplete identity, authority, or property verification;
5. inconsistent or disputed transaction information;
6. a Payment Provider, bank, card-network, or e-wallet restriction;
7. an unresolved refund obligation;
8. a governmental, regulatory, judicial, or law-enforcement requirement;
9. a legal hold;
10. potential violation of the Terms or applicable law; or
11. another material circumstance reasonably requiring continued restriction.

Krelio may release, partially release, continue restricting, reverse, or otherwise instruct the applicable Payment Provider concerning a payout where permitted by the applicable payment arrangement and law.

No interest is payable by Krelio on a delayed payout, reserve, withheld amount, refund awaiting processing, or other pending transaction amount unless applicable law expressly requires otherwise.

13. Reserves and risk protection

Where supported by the applicable payment arrangement or Property Provider agreement, Krelio may establish or require a reasonable reserve against current or future payouts where Krelio reasonably determines that there is material exposure to:

1. refunds;
2. chargebacks;
3. reversals;
4. cancellations;
5. fraud;
6. transaction disputes;
7. negative balances;
8. payment-provider claims;
9. user claims; or
10. other financial obligations arising from the Property Provider's activity.

The amount and duration of a reserve may be determined based on the reasonably perceived risk and may be adjusted as circumstances change.

14. Setoff, deductions, and negative balances

To the extent permitted under an applicable Property Provider or commercial agreement and law, Krelio may deduct or set off from present or future payouts amounts the Property Provider owes Krelio in connection with:

1. platform or processing fees;
2. refunds;
3. chargebacks;
4. reversals;
5. cancellation charges;
6. payment-provider fees;
7. taxes or withholding obligations;
8. amounts credited or reimbursed to Renters;
9. fraud-related losses attributable to the Property Provider;
10. contractual penalties or recovery amounts validly agreed with the Property Provider; and
11. other amounts lawfully due.

If deductions exceed available payouts, the resulting amount constitutes a negative balance owed by the Property Provider.

Krelio may invoice, debit where separately authorized, offset against future payouts, or otherwise seek recovery of a negative balance using remedies permitted by the applicable agreement and law.

15. Payout processing

After Krelio authorizes or issues a payout instruction, processing will ordinarily depend on the applicable Payment Provider and receiving financial institution.

Any payout timeframe displayed by Suzy is an estimate unless expressly identified as guaranteed.

Krelio is not responsible, to the fullest extent permitted by law, for delay caused exclusively by:

1. a Payment Provider;
2. a receiving bank or financial institution;
3. inaccurate payout details supplied by the Property Provider;
4. banking holidays;
5. financial-system downtime;
6. provider verification;
7. regulatory or compliance review; or
8. circumstances beyond Krelio's reasonable control.

Property Providers are responsible for maintaining accurate payout information.

Krelio may require correction or reverification before reissuing a failed or rejected payout.

16. Refunds

Except where this Payments Policy, applicable transaction terms, Krelio's discretionary decision, or mandatory law provides otherwise, payments and fees processed through Suzy Pay are non-refundable.

Krelio may, without being required to do so, issue a refund, partial refund, credit, waiver, reversal instruction, or other accommodation where Krelio considers it appropriate.

A discretionary accommodation:

1. does not admit fault or liability;
2. does not waive any defense;
3. does not alter the Terms or Payments Policy for future transactions;
4. does not establish precedent or a course of dealing; and
5. does not create an entitlement for another user or transaction.

A refund ordinarily cannot exceed the amount actually processed through Suzy Pay for the affected charge.

17. Refund requests

A user seeking a refund under Suzy's contractual refund procedures should report the matter promptly through the applicable support channel.

Unless transaction-specific terms provide a shorter or longer period, requests under Suzy's discretionary or contractual refund program should ordinarily be submitted within thirty (30) calendar days after the relevant payment or event giving rise to the request.

Krelio may decline to review a stale contractual refund request where delay materially impairs investigation or recovery.

The thirty-day period does not extinguish a longer right under applicable law, a card-network rule, a Payment Provider's rules, or another right that cannot lawfully be shortened by this Payments Policy.

Krelio may require:

1. transaction information;
2. identity verification;
3. supporting documents;
4. communications;
5. proof of cancellation;
6. proof concerning the property or transaction; or
7. other information reasonably necessary to evaluate the request.

Incomplete, inconsistent, or unsupported requests may be delayed or denied.

18. Refund processing

Approval of a refund does not mean the refunded amount will appear immediately.

Krelio's issuance of a refund or reversal instruction and the financial institution's settlement of that instruction are separate events.

Actual timing may depend on the Payment Provider, bank, card issuer, card network, e-wallet, payment method, holidays, or other processing systems.

Krelio does not guarantee an exact refund settlement date unless an express written commitment for that transaction provides otherwise.

Where the original payment method cannot support a refund or reversal, Krelio may require an alternative supported method or information reasonably necessary to complete the refund.

19. Unauthorized transactions

A user who believes a Suzy Pay Transaction was unauthorized, fraudulent, duplicated, or incorrectly processed should report it promptly to:

1. Krelio; and
2. the applicable bank, card issuer, e-wallet provider, or Payment Provider where appropriate.

Krelio may review the transaction, request information, coordinate with the applicable Payment Provider, preserve records, restrict relevant payment functionality, or take other action Krelio considers appropriate, subject to obligations imposed by applicable law.

Responsibility for an unauthorized financial transaction depends on the applicable facts, law, Payment Provider rules, security events, and obligations of the affected parties.

Nothing in this Payments Policy constitutes a guarantee by Krelio that every unauthorized transaction will be reimbursed.

20. Chargebacks and payment disputes

Nothing in this Payments Policy prohibits a user from exercising a legitimate chargeback or payment-dispute right available under applicable law or Payment Provider rules.

Users must not knowingly initiate:

1. fraudulent chargebacks;
2. duplicate chargebacks;
3. false claims of non-authorization;
4. chargebacks after receiving an agreed refund;
5. disputes intended to retain both the purchased benefit and the payment; or
6. other abusive payment reversals.

Krelio may provide relevant transaction records to the Payment Provider, issuing institution, card network, or other authorized party in responding to a payment dispute.

Where a chargeback or reversal relates to a Property Provider transaction, Krelio may deduct or recover the affected amount and associated fees from the Property Provider where permitted by the applicable agreement.

Fraudulent or abusive chargeback conduct may result in restriction of payment functionality, suspension, termination, recovery action, or other enforcement permitted by the Terms.

A good-faith exercise of a legitimate statutory or payment-network right does not by itself constitute abusive conduct.

21. Fraud prevention

Krelio and Payment Providers may use fraud-prevention, security, verification, transaction-monitoring, and risk-management measures.

Krelio may, where reasonably appropriate:

1. require additional information or verification;
2. reject or cancel a payment attempt;
3. restrict payment functionality;
4. delay payout release;
5. preserve transaction information;
6. restrict an account;
7. request documents;
8. coordinate with a Payment Provider; or
9. take other action permitted under the Terms and applicable law.

Krelio does not warrant that fraud controls will identify or prevent every fraudulent transaction.

22. Third-party Payment Providers

Payment Providers independently perform and control portions of payment authorization, clearing, settlement, security, financial-account access, reversals, refunds, disputes, and chargebacks.

Their terms, account agreements, security procedures, availability, and processing rules may apply in addition to this Payments Policy.

To the fullest extent permitted by law, Krelio is not responsible for an act, omission, outage, delay, security failure, settlement failure, rejection, reversal, or other event caused exclusively by a Payment Provider, bank, card issuer, financial institution, network, or other third party acting outside Krelio's instructions or control.

Nothing in this section excludes responsibility that applicable law independently imposes on Krelio.

Krelio may assist with communication or transaction records where appropriate without assuming the Payment Provider's contractual or regulatory obligations.

23. Failed and reversed payments

If a Suzy Pay Transaction fails, is reversed, is rejected, or cannot be completed, an underlying amount may remain due where a valid contractual obligation to pay exists.

Krelio may permit or require another payment attempt or supported payment method.

Failure to pay an amount lawfully due may result in:

1. cancellation of a booking;
2. loss of a reservation;
3. suspension of a paid feature;
4. restriction of payment functionality;
5. recovery of the amount; or
6. other action permitted by the Terms.

Nothing in this section requires payment of an amount subject to a valid cancellation, refund, chargeback, or other mandatory remedy.

24. Security deposits

A security deposit associated with a property is not automatically a Suzy Pay deposit merely because the property is listed or booked through Suzy.

Where a Property Provider collects a security deposit directly from a Renter outside Suzy Pay, that deposit is an External Transaction and is not held, administered, released, deducted, or refunded by Krelio under this Payments Policy.

The Property Provider and Renter are responsible for the terms governing such External Transaction, subject to applicable law.

Where Suzy expressly offers a security-deposit feature through Suzy Pay, the applicable checkout or transaction terms will identify the amount and applicable administration, deduction, dispute, and release conditions.

Krelio does not act as escrow holder for a security deposit unless expressly stated in applicable transaction terms and lawfully structured as such.

25. Subscriptions and premium services

Subscription and premium-feature payments processed directly by Krelio or through an applicable app store are separate from landlord-to-renter rental payments.

The applicable price, billing period, renewal terms, included features, limitations, and cancellation process will be displayed through the relevant purchase flow.

Where automatic renewal applies, it applies only as disclosed through that purchasing channel and subject to applicable law and app-store requirements.

Cancellation ordinarily prevents future renewal but does not entitle the user to a prorated refund for a period already purchased, except where:

1. the applicable purchase terms provide otherwise;
2. Krelio elects otherwise;
3. applicable app-store rules provide otherwise; or
4. applicable law requires otherwise.

Apple, Google, or another app-store provider may independently control billing, subscription cancellation, and refund procedures for purchases made through that provider.

26. Taxes and transaction documentation

Each user remains responsible for taxes, receipts, invoices, withholding, reporting, and other fiscal obligations legally attributable to that user or transaction.

Krelio may calculate, collect, withhold, report, or remit amounts where required by law or applicable payment arrangements.

A Property Provider remains responsible for invoices, official receipts, tax documents, and related obligations concerning amounts for which that Property Provider is the lessor, merchant, or service provider, except where Krelio expressly assumes or is legally required to perform a particular function.

27. Internal complaints and redress

Complaints concerning a Suzy Pay Transaction, payout, refund, chargeback, cancellation, or other payment-related matter may be submitted through Suzy's designated support channels.

Users should provide sufficient information to identify and investigate the transaction.

Where the Internet Transactions Act or another applicable law requires an internal redress mechanism, Krelio will make the applicable mechanism available.

Where the Internet Transactions Act applies, the internal mechanism is deemed exhausted when the complaint remains unresolved for the period provided by applicable law.

Nothing in this Payments Policy prevents a party from exercising a regulatory, judicial, or other remedy legally available after satisfaction of any applicable prerequisite.

Krelio's participation in an internal complaint process does not make Krelio the guarantor of a Property Provider's obligations or the adjudicator of every underlying landlord–tenant dispute.

28. No assumption of underlying rental obligations

Payment facilitation through Suzy Pay does not make Krelio:

1. the lessor or lessee;
2. guarantor of rent or deposits;
3. guarantor of a Property Provider's performance;
4. guarantor of a Renter's performance;
5. party to the underlying lease;
6. insurer of the property;
7. guarantor of property condition;
8. guarantor of occupancy or move-in; or
9. responsible for obligations allocated to users under their rental agreement,

except to the extent Krelio expressly assumes an obligation in writing or applicable law independently imposes responsibility on Krelio.

29. Liability and indemnification

The limitation-of-liability and indemnification provisions in the Terms apply to this Payments Policy and payment-related use of the Services.

No provision of this Payments Policy expands Krelio's liability beyond the Terms or waives a limitation, defense, indemnity, setoff, recovery right, or other protection available to Krelio under the Terms, an applicable commercial agreement, or law.

30. Relationship with the Terms and other agreements

This Payments Policy is an additional policy contemplated by the Terms.

Where applicable:

1. transaction-specific checkout or booking terms govern financial terms expressly presented for the particular transaction;
2. a Property Provider Agreement or other commercial agreement governs payment obligations specifically allocated to the Property Provider;
3. app-store or subscription-provider terms govern matters independently controlled by those providers;
4. this Payments Policy governs Suzy Pay and general Krelio payment procedures; and
5. the Terms govern broader access to and use of the Services.

A rental agreement between a Property Provider and Renter governs the underlying landlord–tenant relationship but does not bind Krelio to obligations Krelio did not expressly accept.

Where terms conflict, the more specific valid term applicable to the relevant transaction or relationship governs, subject to mandatory law.

31. Changes to this Payments Policy

Krelio may revise this Payments Policy to reflect changes in Suzy Pay, Payment Providers, payment methods, transaction structures, risk controls, the Services, applicable law, or business operations.

Revisions apply prospectively from their applicable effective date unless expressly stated otherwise and lawfully agreed.

Material changes will be communicated where required by law.

A revision does not remove an accrued statutory right that cannot lawfully be modified.

Krelio may modify or withdraw discretionary refund programs, accommodations, payment methods, processing options, or other non-contractually guaranteed benefits prospectively.

32. Contact information

Payment-related questions and complaints may be submitted to: