A guest can ask their bank to reverse a card payment for one of your bookings (a chargeback). If a guest disputes a payment, JWguest contests it with the booking evidence. Please send what we ask for (messages, check-in proof, photos) quickly.
What it means for your payout
- Before your payout: while a payment is under review, disputed or at risk of a dispute, or when the guest has asked for a refund, the amount you keep after a cancellation may be released up to 45 days after the planned check-in date. If the chargeback is lost, the amount is withheld from that payout.
- After your payout: if a chargeback reverses an amount already paid out to you and JWguest has not recovered it from the guest within 3 months, JWguest may deduct it from your future payouts or invoice it to you. This applies when the chargeback concerns the stay itself (the accommodation was not provided, was materially different from the listing, or you did not provide the evidence we asked for), and when a guest disputes the amount you kept under your cancellation policy after canceling.
- Card fraud: chargebacks caused by fraudulent use of a payment card are borne by JWguest.
See section 7.3 of the Terms of Service.
Guests can read what a chargeback means for them in Before you dispute a charge with your bank.
Related articles: When you will get your payout · Steps for hosts to cancel a booking · Before you dispute a charge with your bank