SuzyRent Payments, Refunds, & Cancellation Policy

1. Payment Schedule

1.1 Payment to Hosts: Hosts will receive payments from Renters through the Platform and its payment gateways. SuzyRent reserves the right to hold payouts for up to 72 hours after both Parties have confirmed move-in to the Property via the Platform (“Move-in Holding Period”). If any disputes or issues are reported within the Move-in Hold Period, SuzyRent's right to hold payouts will be extended for up to 14 days to allow time for any of these disputes or issues to be resolved (“Resolution Holding Period”). These payment holding periods are collectively referred to as “Holding Periods.” The payout to the host will be processed within 5 to 7 business days after any Holding Periods have elapsed. Users may be required to pay a booking fee to secure a reservation or booking on the platform. The booking fee is non-refundable and is deducted from the total amount due for the booking.

1.2 Payment Methods: Users must pay for bookings using the payment methods accepted by SuzyRent. SuzyRent reserves the right to add or remove acceptable payment methods at any time.

Payouts to Hosts will be made via the payment method and account information provided by the Host in their Accounts Setup process or subsequent updates. Options include bank transfers, electronic fund transfers, or other available payment methods accepted by SuzyRent.

SuzyRent disclaims any liability from errors in payout made due to incorrect or missing payout information provided by the Host and is not eligible for cancellation or refund.

1.3 Payment Processing Fees: SuzyRent may deduct processing fees from the payments, These fees will be disclosed during the payment confirmation process.

1.4 Platform Fees: SuzyRent may deduct any associated platform fees, including but not limited to booking and commission fees. These Platform Fees will be deducted from payments prior to payout and will be disclosed upon payout.

2. Refund and Cancellation Policy

2.1 Cancellation of Renters

2.1.1 Cancellations made more than 30 days before the rental start date will receive a 50% refund, minus any non-refundable fees, including cancellation fees specified by the Platform and the host’s cancellation policy.

2.1.2 Cancellations made less than 30 days before the rental start date will not be eligible for a refund.

2.2 Cancellation of Hosts

2.2.1 Hosts who cancel a confirmed booking will be subject to a cancellation fee, and the renter will receive a full refund.

2.2.2 Hosts who cancel a confirmed booking within 8 to 14 days of the rental start date will be subject to an additional cancellation fee equivalent to 50% of the fee paid by the renter.

2.2.3 Hosts who cancel a confirmed booking within 1 to 7 days of the rental start date will be subject to an additional cancellation fee equivalent to 80% of the fee paid by the renter.

2.2.4 Hosts who cancel a confirmed booking due to a conflict with a transaction made outside of SuzyRent's Platforms will be subject to a cancellation fee equivalent to 100% of the fee paid by the renter.

2.2.5 Hosts are encouraged to communicate any issues or unavoidable cancellations promptly to avoid inconvenience to renters

2.2.6 Any non-refundable fees (e.g., payment gateway fees, processing fees) will be charged against the Host who cancels a confirmed booking.

2.2.7 By default, charges and fees associated with cancellations by the Host will be charged against their outstanding payouts. Should the balance of the outstanding payouts be insufficient to cover associated cancellation fees, SuzyRent retains the right to issue an invoice requesting for the payment of the corresponding fees.

2.3 Refunds

2.3.1 Refund Qualifications

SuzyRent may give refunds for some purchases, depending on the refund policies described below:

(a) If you find a purchase on SuzyRent made on your card or other payment method that you didn't make and that wasn't made by anyone you know, you may report unauthorized charges within 30 days of the transaction to the following:

Email: [email protected]
Subject: “ATTN REFUND REQUEST - Unauthorized Charges”

We may request additional documentation of the unauthorized transaction. Unauthorized charges arising from negligence will not be eligible for a refund.

(b) If a refund from a cancellation meets the eligibility criteria stated under the Refunds and Cancellation Policy.

(c) If your refund request has been approved by SuzyRent.

If users give their account or payment details to someone else, appear to be abusing our policies, or are not protected by our authentication, we usually cannot refund them.

SuzyRent will only process refunds for payments confirmed and made within the SuzyRent platform, transactions not recorded within the platform are not subject to any and all refund policies. SuzyRent disclaims all liability for refunds requested due to errors or issues from third-party payment gateways. Refunds concerning a specific payment gateway may be reported to SuzyRent. However, decisions and liability on refunds concerning errors from payment providers must be redirected to the payment provider (i.e., eWallets, Banks) utilized by the user

2.3.2 Refund Processing: SuzyRent does not support refunds for Check/Cash Pick-up. We only perform refunds by depositing the money to a bank/eWallet account via online fund transfer. We can process refunds via local Philippine Banks and eWallets like GCash, GrabPay, PayMaya, and other supported payment gateways.

Refund requests must be received within thirty (30) days from the date of deposit otherwise, we will no longer entertain such requests. Refund decisions may take 5-7 business days (“Refund Decision Period”). Payment processing via bank or payment gateways of refund payouts may take up to 7 business days.

3. Dispute Resolution

3.1 Initial Resolution: Users are encouraged to contact SuzyRent's customer support team to report and discuss any issues or concerns. SuzyRent's support team will make reasonable efforts to assist in resolving the matter promptly and efficiently.

3.2 Mediation: If the dispute cannot be resolved through initial resolution, the parties agree to participate in a formal mediation process facilitated by SuzyRent. Both parties must engage in good faith efforts to resolve the dispute through mediation before pursuing any legal remedies.

3.3 Confidentiality: Any information shared during the dispute resolution process will remain confidential and will not be admissible in any subsequent legal proceedings.

4. Chargeback Policy

4.1 Chargeback Prevention: SuzyRent employes stringent security measures and verification processes to minimize the risk of chargebacks. Users are required to verify their identities and payment information to ensure the legitimacy of transactions.

4.2 Account Suspension: Users who initiate fraudulent chargebacks may have their accounts suspended or terminated, and may be liable for any resulting damages or fees incurred by SuzyRent.

4.3 Accurate Payment Information: Users are responsible for providing accurate and up-to-date payment information. SuzyRent will not be liable for any delays or issues arising from incorrect payment details provided by Users.

5. Use of Third-Party Payment Gateways

5.1 Third-Party Services: SuzyRent uses a third-party payment gateway to process payments made through the platform. By using SuzyRent's services, you agree to comply with the terms and conditions of the third-party payment gateway provider. SuzyRent is not responsible for any errors, delays, or issues caused by the third-party payment gateway.

5.2 Payment Security: The third-party payment gateway employs industry-standard security measures to protect your payment information and is compliant with BSP Requirements. However, SuzyRent does not control the security measures of the third-party provider and disclaims any liability for security breaches that occur on their end.

5.3 Transaction Fees: Transaction fees imposed by the third-party payment gateway will be disclosed to users during the payment process. These fees are separate from any fees charged by SuzyRent.

5.4 Dispute Resolution with Third-Party Providers: Any disputes or issues related to payments processed through the third-party payment gateway should be directed to the payment gateway provider. SuzyRent will assist in facilitating communication but is not responsible for resolving such disputes.

6. Fraud Prevention

SuzyRent employs advanced security measures to prevent fraudulent activities. Any user found engaging in fraudulent activities will have their account terminated immediately and may face legal action. SuzyRent reserves the right to withhold payouts and freeze accounts suspected of fraudulent activities.

7. Indemnification

Users agree to indemnify and hold harmless SuzyRent, its affiliates, and their respective officers, directors, employees, and agents from any claims, liabilities, damages, or expenses (including legal fees) arising out of or related to the user's use of the platform, violation of this policy, or infringement of any rights of another.

8. Limitation of Liability

To the fullest extent permitted by law, SuzyRent shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from (i) the user's use of or inability to use the platform; (ii) any unauthorized access to or use of our servers and/or any personal information stored therein; (iii) any interruption or cessation of transmission to or from the platform.

9. Timing of Payments

Users authorize SuzyRent to collect payment at the time of booking. SuzyRent may delay the charge until a later date at its discretion, but the user remains responsible for ensuring sufficient funds are available.

10. Security Deposits

SuzyRent may require a security deposit for certain bookings. Users authorize SuzyRent to charge the security deposit to their payment method at the time of booking. The security deposit will be refunded within 14 days after the checkout date, provided there are no damages or additional charges.

11. Currency Conversion

If a transaction involves a currency conversion, it will be completed at the exchange rate provided by SuzyRent's payment processor at the time of the transaction. SuzyRent is not responsible for any discrepancies or additional charges that may arise from currency conversions.

12. Payment Issues

If SuzyRent is unable to collect payment from the user's chosen payment method, the user agrees to provide an alternative payment method promptly. Failure to do so may result in the cancellation of the booking, suspension of the user's account, and or pursuit of legal remedies.

13. Price Changes

SuzyRent reserves the right to change its fees at any time. Users will be notified of any fee changes before they make a booking.

14. Tax Collection

Users are responsible for any taxes applicable to their transactions. SuzyRent may collect taxes on behalf of government authorities where required by law, but the ultimate responsibility for payment of such taxes remains with the user.

15. Acceptance of Terms

By using SuzyRent's Platform, users agree to comply with this payment policy. SuzyRent reserves the right to modify this policy at any time, with notice provided to users.

16. Governing Law and Jurisdiction

This Payments Policy shall be governed by and construed in accordance with the laws of the Republic of the Philippines, without regard to its conflicts of law principles. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in the City of Makati, Philippines.

17. Severability

If any provision of this Payments Policy is found to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect.

18. Entire Agreement

This Payments Policy constitute the entire agreement between you and SuzyRent regarding the subject matter herein and supersede all prior or contemporaneous agreements, communications, and understandings, whether oral or written.

Contact Information

For any questions or concerns regarding these Terms or the Services, you can contact us at: