This Host Cancellation and Refund Appendix (“Appendix”) forms an integral part of and is incorporated by reference into the Sofaree Host Terms and Conditions and other applicable Platform Policies.
1. Governing Principles
This Appendix is intended to protect guests against misrepresentation and unfair practices, allocate cancellation risk fairly between hosts and guests, comply with applicable consumer protection laws, and preserve Sofaree’s integrity as a marketplace platform.
2. Cancellation Policy Selection
Each Host must select and publish a cancellation policy for every listing. Published policies govern refunds subject to the exceptions and overrides set forth in this Appendix.
The cancellation policy cannot override consumer protection laws, safety considerations or mandatory Force Majeure rules.
3. Force Majeure
3.1 Definition
“Force Majeure” refers to events beyond the control of the parties that are unforeseeable or unavoidable.
For purposes of this Platform, Force Majeure shall be deemed to exist only upon objective government declaration, including but not limited to:
-
government weather authority storm signal number 2 or greater, flooding, earthquake or natural calamity advisories or warnings issued for:
-
the Host property’s location, or
-
the Guest’s documented point of origin; or
-
-
official LGU, national government, or law-enforcement orders:
-
suspending travel,
-
mandating evacuation,
-
or restricting accommodation operations.
-
3.2 Effect on Cancellations
Where force majeure exists, any cancellation penalties are waived, guests are entitled to a full refund, and hosts shall not be penalized for non-performance.
In the absence of an official government agency declaration, cancellations are treated under normal rules.
4. Host-Initiated Cancellations
4.1 Full Guest Refund
If a Host cancels a paid, confirmed booking for any reason not attributable to the Guest, the Guest shall receive a 100% refund, including: accommodation charges, service fees, and mandatory processing fees.
4.2 Host Liability for Fees
In such cases, Sofaree may:
-
recover lost service fees from the Host,
-
impose penalties as set forth below,
-
or deduct such amounts from future payouts.
Under no circumstance shall the Guest bear the cost of a Host-initiated cancellation.
5. Guest Protection Override
Regardless of the cancellation policy selected, Guests may cancel and receive a full refund if, upon arrival, the property:
-
lacks running water,
-
lacks electricity (except for scheduled outages disclosed in advance),
-
is materially unsafe or unsanitary,
-
is infested,
-
or is materially misrepresented compared to the listing.
This override exists to ensure compliance with the Consumer Act of the Philippines and cannot be waived.
6. Tiered Host Cancellation Penalties (Platform Protection)
To protect platform reliability and consumer trust, Sofaree applies the following tiered penalties for Host-initiated cancellations not caused by Force Majeure:
6.1 Penalty Structure
-
30 days or more before check-in
→ 15% of the booking value as administrative fee -
Between 30 days and 48 hours before check-in
→ Penalty up to 25% of the booking value -
Less than 48 hours before check-in
→ Penalty up to 50% of the booking value
→ Automated “Host Canceled” notice displayed on Host profile
6.2 Relocation Duty
Hosts are strongly encouraged to assist Guests in finding a comparable alternative.
If Sofaree secures a replacement booking at a higher price, Sofaree may charge the Host the price difference, subject to reasonable documentation.
7. Refund Processing Timelines (DTI-Aligned)
Once a refund is approved:
-
Sofaree shall process refunds within seven (7) to fourteen (14) business days;
-
actual crediting may depend on payment processor or bank timelines.
This standard aligns with the Internet Transactions Act of 2023 and DTI expectations for expeditious consumer remedies.
8. No Absolute “No-Refund” Policy
No Host cancellation policy shall be interpreted or enforced as a blanket “No Refund, No Exchange” rule where such enforcement would be unconscionable or unlawful under Philippine law.
9. Dispute Resolution and Venue
All disputes arising from or relating to this Appendix shall be governed by Philippine law.
Any judicial action arising from this Cancellation and Refund Appendix shall be filed exclusively in the proper courts of the City of Calamba, Province of Laguna, to the exclusion of all other venues.
10. Relationship to Other Policies
This Appendix must be read together with:
-
the Host Terms and Conditions,
-
the Host Payout Policy,
-
and other Platform Policies.
In case of conflict, consumer-protective provisions shall prevail as required by law.
