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Refund & Cancellation Policy

Refund & Cancellation Policy – MedinaHomestays

Last updated: [12/08/2025]

At MedinaHomestays, we want your journey to Medina to feel clear and happy from the moment you book. This policy is designed to be fair for both international guests and the Medina families who open their homes. By placing a booking on MedinaHomestays.com, you agree to this Refund & Cancellation Policy in addition to our Terms & Conditions.

1. Definitions

For clarity in this policy:

  • Guest – the person making a booking on MedinaHomestays.com.
  • Host – the Medina family or homeowner offering accommodation or daytime experiences.
  • Platform / We / Us – MedinaHomestays, operated by our registered company.
  • Homestay – an overnight stay with a host family.
  • Daytime Experience – a visit with no overnight stay (meals, activities, walks, etc.).
  • Check-in date – the first date of stay or visit, based on Medina local time (Arabia Standard Time, UTC+3).

2. General Principles

  • We aim to protect both international guests and local families with clear and balanced rules.
  • This policy applies to all bookings unless a listing clearly shows a different cancellation rule agreed in advance.
  • If there is any conflict, this policy applies unless you have written confirmation of an exception from MedinaHomestays.

3. Guest Cancellation – Homestay Bookings (Overnight Stays)

3.1 Standard Refund Windows

  • More than 30 days before check-in
    100% refund of accommodation fees (minus non-refundable payment gateway/bank charges, if any).
  • 8–30 days before check-in
    50% refund of accommodation fees.
  • 7 days or less before check-in, or after check-in
    No refund – 100% of the booking total is charged.

3.2 Same-Day Booking Cooling Period

If you book and cancel within 24 hours and your check-in date is more than 14 days away, we may, at our discretion and with host approval, offer a full refund of accommodation fees, minus any payment gateway or bank fees already charged.

3.3 Partial Cancellation (Shortening Your Stay)

  • More than 14 days before the first cancelled night – unused nights are refunded at 50% of the nightly rate.
  • 14 days or less before the first cancelled night – unused nights are non-refundable.

4. Guest Cancellation – Daytime Experiences (No Accommodation)

For daytime visits such as meals, cultural experiences, or living-history walks:

  • More than 72 hours before the experience start time – 100% refund of experience fees.
  • 24–72 hours before start time – 50% refund of experience fees.
  • Less than 24 hours before start time or no-show – no refund.

Some experiences may be clearly marked as Non-Refundable on the listing due to fixed costs. In this case, the listing terms override the standard windows above.

5. Host Cancellation

  • If a host cancels a confirmed reservation, you will receive a 100% refund of all amounts paid for that booking.
  • Where possible, we will help you find an alternative MedinaHomestay with similar dates and price.

Frequent or unjustified host cancellations are taken seriously and may affect the host’s status on MedinaHomestays.

6. No-Show Policy

If you do not arrive for your booking and do not contact the host or MedinaHomestays, the booking is treated as a guest cancellation with 0% refund. The host is not obliged to hold the space beyond the first night of stay or the experience start time.

If you are delayed due to flights or traffic, please message your host through the platform or contact MedinaHomestays as soon as possible.

7. Changes to Dates or Number of Guests

  • Any change to dates or number of guests is subject to host approval and availability.
  • If the change reduces the booking value, any refundable amount is calculated using the guest cancellation rules in Sections 3 and 4.
  • If the change increases the booking value, you must pay the difference before the change is confirmed.

8. Special Circumstances & Force Majeure

We understand that some situations are outside your control. In certain circumstances, MedinaHomestays may, at its sole discretion, offer a date change, credit, or partial refund. Examples include:

  • Official travel restrictions or border closures.
  • Sudden suspension of visas for Umrah or visits to Saudi Arabia.
  • Natural disasters or serious public health emergencies.
  • Documented medical emergencies affecting the guest or an immediate family member.

You may be asked to provide supporting documentation (e.g., airline notice, medical certificate). Each case is reviewed individually, always trying to balance guest needs with host commitments.

9. How Refunds Are Processed

  • Refunds are normally sent back to the original payment method used at the time of booking.
  • Once approved by MedinaHomestays, refunds are usually processed within 7–14 business days.
  • The time for funds to appear in your account may vary depending on your bank, card provider, or payment service, especially for cards issued in the USA, Europe, or Canada.
  • Currency conversion differences, intermediary bank charges, or card issuer fees are outside our control.

10. Non-Refundable Amounts

Unless required otherwise by applicable law, the following are generally non-refundable:

  • MedinaHomestays service or platform fees.
  • Payment gateway or bank charges already incurred.
  • Any third-party fees (tickets, transport, external activities) that the host or platform has paid on your behalf and cannot recover.

11. Chargebacks & Disputes

If you open a chargeback or dispute with your bank or card provider, MedinaHomestays will provide documentation of the booking, communication records, and this policy. Once a chargeback is initiated, we may temporarily suspend the booking or your account until the matter is resolved.

We always encourage you to contact us first so that we can review your situation and try to resolve it amicably.

12. How to Request a Cancellation or Refund

  1. Log in to your MedinaHomestays account.
  2. Go to My Bookings and select the reservation you wish to cancel or change.
  3. Use the “Cancel / Request Change” option, or contact us using the support details below.
  4. You will receive an email confirming your cancellation and an estimate of any refund due.

If you booked through an agent or third-party platform, please contact them first as they may have their own refund rules in addition to ours.

13. Updates to This Policy

We may update this Refund & Cancellation Policy from time to time to reflect changes in regulations, platform features, or guest/host protections. When we make a material change, we will update the “Last updated” date at the top of this page. The version in force at the time of your booking will generally apply to that booking.

14. Contact Us

If you have any questions about cancellations or refunds, please contact us:

Our goal is to support a visit to Medina that is organized, transparent, and spiritually focused, in shaa Allah.