At Kuison, we strive to provide users with a seamless and transparent hostel booking experience. Our refund policy outlines the terms under which refunds may be issued. By using our platform, you agree to the following terms:

1. Cancellation and Refund Eligibility

  • Before Check-In: If a user cancels their booking within 3-5 days before the scheduled check-in date (7 days after payment), they may be eligible for a full/partial refund (excluding service fees where applicable).
  • After Check-In: Refunds will not be provided once the student has checked into the hostel or given the token code of confirmation to the agent, except in cases outlined in Section 2.

2. Refunds for Accommodation Issues

A student may be eligible for a refund if the hostel does not match the details provided on our platform, including but not limited to:

  • Significant discrepancies in amenities or conditions.
  • Unavailability of the booked hostel due to overbooking or operational issues.

In such cases, the student must report the issue within 2-3 days of check-in, providing photo/video evidence. Our team will review the complaint and determine refund eligibility.

3. Non-Refundable Fees

  • Service and processing fees.

4. Refund Processing Time

Once a refund is approved, it will be processed within 10-14 business days and credited to the original payment method. The exact timeline may vary depending on the payment provider.

5. Dispute Resolution

If a student disagrees with a refund decision, they may escalate the issue to our support team within 5-7 days of the decision. Our team will conduct a thorough review and provide a final resolution.

6. Final Notes

  • We use a token system of confirmation between the user and hostel agents.
  • A token code is generated for the user upon the purchase of a hostel.
  • The user is given a maximum of 7 days to make physical confirmation of the hostel and give the agent the code if the hostel aligns with their choice of purchase. If it doesn't, the user may apply for a refund within the 7 days and must not have released the token code to the agent.
  • If after 7 days the user has not requested a refund and has also not given the token code to the agent, we reserve the right to automatically process payment to the agent.

For any inquiries, please contact our support team at [email protected].

Kuison reserves the right to modify this policy at any time. Updates will be communicated through our platform.