Guest Refund Policy Terms

These Terms govern the JWguest Guest Refund Policy (the “Guest Refund Policy”), which forms part of the JWguest Terms of Service. The Guest Refund Policy applies to guests who book and pay for accommodation listed by a host through the JWguest platform, including the JWguest.com website, mobile website, and related applications, collectively the “Site”. It applies when a guest experiences a Travel Issue, requests a cancellation, or requests a date change. It also sets out the obligations of hosts under the Guest Refund Policy.

1. Travel Issue

A “Travel Issue” means any of the following:

a. Host cancellation or access issue

A Travel Issue occurs if the host of the accommodation:

  1. cancels a reservation shortly before the scheduled start of the reservation; or
  2. fails to provide the guest with reasonable access to the accommodation, for example by not providing the keys, access code, or other necessary check-in information.

b. Materially inaccurate listing description

A Travel Issue occurs if the description of the accommodation in the listing on the Site is materially inaccurate with respect to:

  1. the size of the accommodation, including the number or size of bedrooms, bathrooms, kitchen, or other rooms;
  2. whether the reservation is for a private room, shared room, entire accommodation, or whether another party, including the host, will be staying at the accommodation during the reservation;
  3. special amenities or features represented in the listing that are not provided or do not function, such as decks, pools, hot tubs, bathrooms, toilets, showers, bathtubs, kitchens, sinks, stoves, refrigerators, major appliances, electrical systems, heating systems, or air-conditioning systems; or
  4. the physical location or proximity of the accommodation.

c. Cleanliness, safety, or health issue

A Travel Issue occurs if, at the start of the guest’s reservation, the accommodation:

  1. is not generally clean and sanitary;
  2. contains safety or health hazards that, in JWguest’s judgment, could reasonably be expected to adversely affect the guest’s stay;
  3. does not provide clean bedding and bathroom towels for the guest’s use; or
  4. contains vermin or pets that were not disclosed in the listing.

2. Guest Refund Policy

If you are a guest and experience a Travel Issue, JWguest may, at its sole discretion, either:

  1. reimburse you up to the amount paid by you through the Site, with the amount determined by JWguest based on the nature and seriousness of the Travel Issue; or
  2. use reasonable efforts to help you find and book alternative accommodation for any unused nights remaining in your reservation, where JWguest determines that such alternative accommodation is reasonably comparable to the original accoodation in terms of size, rooms, features, and quality.

All decisions made by JWguest under the Guest Refund Policy, including the amount of any refund, are final and binding on guests and hosts.

3. Conditions for Claiming a Travel Issue

Only a guest may submit a claim for a Travel Issue.

To submit a valid claim and receive any benefit under this Guest Refund Policy, the guest must meet all of the following conditions:

  1. The guest must report the Travel Issue to JWguest in writing at [email protected] within 12 hours after the start of the reservation.
  2. The guest must provide information about the accommodation and the circumstances of the Travel Issue, including photographs or other evidence where available.
  3. The guest must respond to any reasonable requests from JWguest for additional information or cooperation regarding the Travel Issue.
  4. The guest must not have directly or indirectly caused the Travel Issue through action, omission, or negligence.
  5. The guest must have made reasonable efforts to resolve the Travel Issue directly with the host before submitting a claim to JWguest.

4. Minimum Quality Standards, Host Responsibilities, and Reimbursement to Guests

Hosts are responsible for ensuring that the accommodations they list on the Site meet minimum quality standards regarding access, accuracy of the listing description, safety, cleanliness, and general suitability for guests.

Hosts must make reasonable efforts to ensure that guests do not experience Travel Issues. During the first 12 hours following the guest’s check-in, the host should be available or should appoint a known third party who is available to assist the guest and make good-faith efforts to resolve any issue.

If you are a host, and if:

  1. JWguest determines that a guest has experienced a Travel Issue related to an accommodation listed by you; and
  2. JWguest either reimburses the guest for any amount up to the amount paid by the guest through the Site, or provides alternative accommodation to the guest;

Then you agree to reimburse JWguest for the amount paid or incurred by JWguest, up to the amount of the original booking, within 30 days of JWguest’s request.

JWguest’s decisions under the Guest Refund Policy, including the amount of any refund or reimbursement, are final and binding on guests and hosts. You also agree that JWguest may offset or reduce any amount owed to you by the amount you are required to reimburse to JWguest.

If the guest remains in the accommodation for part of the stay beyond 12 hours from check-in, or for the entire stay, despite the Travel Issue, the guest will not be entitled to a refund under this Guest Refund Policy.

If the guest is relocated to alternative accommodation, the host may lose part or all of the accommodation fee for the original booking and may be responsible for reasonable additional costs incurred to relocate the guest.

In all cases, the Booking Insurance Fee and the Service Fee are non-refundable.

The rights of guests under this Guest Refund Policy take precedence over the cancellation policy selected by the host.

If a host disputes a Travel Issue claim, the host may notify JWguest in writing within 12 hours of the guest’s check-in and provide information, including photographs or other evidence, disputing the claim. Before disputing the Travel Issue, the host must have made reasonable and good-faith efforts to resolve the issue with the guest.

The host agrees that JWguest’s determination regarding any Travel Issue is final and binding on both the guest and the host, regardless of whether the host submits a dispute.

In the event of one or more Travel Issues, JWguest may, at its sole discretion, take additional actions. These actions may include, but are not limited to:

  1. negatively affecting the ranking of the listing;
  2. adding automated reviews or notices indicating Travel Issues;
  3. cancelling future bookings;
  4. suspending or removing the accommodation listing; or
  5. imposing penalties or fees for the administrative burden associated with the Travel Issue.

Refunds are processed by bank transfer only.

5. General Provisions

a. No Assignment / No Insurance

This Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, and does not replace any insurance obtained or obtainable by the guest. The guest has not paid any premium in connection with this Guest Refund Policy.

The benefits provided under this Guest Refund Policy may not be assigned or transferred.

b. Modification or Termination

JWguest reserves the right to modify or terminate this Guest Refund Policy at any time, at its sole discretion and without prior notice.

If JWguest modifies this Guest Refund Policy, the updated version will be posted on the Site. JWguest will continue to process Travel Issue claims submitted before the effective date of the change in accordance with the version of the policy in effect at the time the claim was submitted.

c. Entire Agreement and Definitions

This Guest Refund Policy constitutes the entire and exclusive understanding and agreement between JWguest and you regarding the Guest Refund Policy and supersedes and replaces any prior oral or written understandings or agreements between JWguest and you regarding the same subject matter.

Capitalized terms not otherwise defined in this Guest Refund Policy have the meanings given to them in the JWguest Terms of Service.

d. Governing Law and Jurisdiction

This Guest Refund Policy shall be interpreted in accordance with the laws applicable in Lugano, Canton Ticino, Switzerland, without regard to conflict-of-law provisions.

The competent court shall be the court of Lugano, Canton Ticino, Switzerland.

6. Contacting JWguest

If you have any questions about the Guest Refund Policy, please contact JWguest at:

[email protected]

Updated: July 7, 2026