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What is the Guest/Tenant Refund Policy about?

The Tenant Refund Policy is there to ensure and give tenants some peace of. The Tenant Refund Policy reinforces that:

  • All rental spaces meet the minimum quality standards which are: safety, sanitation, access,

  • The rental description reflects the rental space itself.

  • If a lessor cancels a booking after the booking deposit was processed. eLands gives an option to tenants to transfer the Booking Reservation on another space or receive a full refund of their deposit.

If the tenant makes a claim because of quality standards, he or she needs to do so within 24 hrs from the check in time and must provide eLands with evidence such as photographs or videos. It is requested also for those tenants to respond and comply with the eLands Help and Safety team requests for information and cooperation. It is important that every tenant knows that they must firstly try to resolve any issue with the lessor first. Many times these issues can be resolved much faster by simply talking to the lessor directly with any concerns. Keep in mind that the eLands Help and Safety team is only an email / Skype call / phone call away.

For more information regarding the Tenant Refund Policy please visit our Terms and Conditions

How do I get a refund?

Guest can get a refund for many reasons but for each situation, certain conditions may apply (see below).

Such conditions include:

  • Guest cancellations: If for any reason you cancel your reservation after the booking reservation deposit is processed you will lose only your deposit. If you need to cancel your booking reservation because you notice that the Host had or is braking any of the eLands Policies, Rules and Regulations then you will need to click on the Report the User to eLands link in your booking tab. An eLands representants will review the issue and get in touch with you in 2 to 3 working days with the outcome of the investigation. If the Host is proven that he or she broke any of the eLands policies or regulations a full refund of your deposit will immediately be transferred to your eLands account were you can transfer it to your bank account or use it to book another listing.  

  • Host cancellations: If your host cancels, you have the option to transfer your payment to a new listing on eLands, or you can choose to transfer your money back to your bank account.

  • Alterations: When an alteration request is accepted, you are charged or refunded according to the change in price.

  • Guest Refund Policy: If you checked in to your listing and feel that there is something wrong, or you feel that the listing is not like the description you agreed to when you booked, you will need to make a claim for a refund by clicking on the report booton in your Booking tab or Contect us directly. For more information visit our Refund section.

  • Expired credit card: Refunds by eLands will always be processed to your eLands account. From there it is up to you to choose what to do with the money. You can transfer it back to your bank account/ credit card or use it to book another listing. When a refund is processed to a card that is expired or canceled, your Credit Card Company or bank is responsible for forwarding you the refund. So to avoid having problems please make sure that your credit card is not expired before transferring any payments.


Once your refund request is approved you will receive an email from eLands and the money will be transferred to your eLands account, from there you can transfer the money to your bank account or use it to book a new reservation.  

Usually, refunds issued to credit cards can take up to 5-7 business days to show on your statement after they are processed by eLands.

Refunds issued to international credit cards can take up to 30 days to be show on your statement.

Refunds issued to PayPal accounts occur within 24 hours

Do I have to refund my guests when they make a complaint?

No, you do not have to refund your guest every time they make a complaint! With that said we would like to point out that the eLands Guest Refund Policy helps protect guests from last-minute host cancellations, lock-outs, and listings that are misrepresented/ unsanitary/ lacking in agreed amenities or items the host displays in the listing page.

If you as a host violate one or more of our Hospitality Standards or any of the above eLands reserves the right to refund part or full of the booking deposit. 

Please understand that eLands has such standards in place to help you ensure all your guests have a pleasant experience and to guarantee constant booking requests.

The best way to avoid this type of situation is to make sure you are in contact with your guests and eLands during their stay at your listing more importantly during the first 24 hours after check-in. If you will not be available, make sure you provide your guest and eLands with alternative person/s to contact before the check-in. This can be done by using the eLands messaging system.