退款政策

1. 公司退款政策

1.1 发生如下三种情况时，公司退款政策适用：

(a) 用户决定取消订单（住宿提供方接受预订申请后）。退款政策依据所订房源之适用取消政策而定。该取消政策根据服务条款所述，包含在房源租赁要求信息中；

(b) 住宿提供方决定取消订单（住宿提供方接受预订申请后）：用户有权要求全额退款，即100%首付房租、服务费及诚意金（视具体情况而定）；或

© 用户向Uniplaces发出投诉：若投诉经Uniplaces证实为真，Uniplaces将决定（全权决定）该退还给用户的金额。为避免疑义，若用户实质性违反服务条款，Uniplaces公司不考虑任何退款事宜。若投诉经Uniplaces（采取合理行动）证实为真，用户须在入住/办理入住后24小时内向Uniplaces发出投诉，并与Uniplaces公司合作。用户须证明房源与该房源在公司网站上信息有实质性不同。

1.2 For a complaint to be valid under 1.1 (c) of our Refund Policy, the User must ensure that all the following conditions are adhered to:

(i) The complaint falls within one or more of the "Covered Circumstances" (as defined in 1.3);

(ii) The User paid for their accommodation on the Uniplaces Website. For the avoidance of doubt Uniplaces is not liable to the User in respect of any payments made outside of the Uniplaces Website;

(iii) The User took all the appropriate steps to resolve the issue with the Accommodation Provider;

(iv) The complaint is submitted by the User that made the Booking Request and not by a third party;

(v) The User notifies Uniplaces within 24 hours after the Move In Date of such complaint and cooperates fully with Uniplaces;

(vi) The user has not directly or indirectly caused the circumstance which is the basis of your claim (including but not limited to action, omission or negligence on the part of the User);

(vii) The User provides us with compelling evidence (photographs, video, or other evidence) that their claim falls within the "Covered Circumstances" (as defined in 1.3);

(viii) The User sends a written claim to Uniplaces with proof of identification and a detailed description of the circumstances surrounding the claim;

(ix) The complaint is submitted via email to customercare@uniplaces.com or through the Help Center on the Website.

1.3 In respect of clause 1.2 the following situations are deemed to constitute “Covered Circumstances”:

(a) Invalid Advertisement: it is not legal for the Accommodation Provider to enter into a Tenancy Agreement in respect of the Accommodation;

(b) Inaccessible Accommodation: The User has paid for the Accommodation in accordance with the Terms of Service, and has complied with the Accommodation Provider’s requirements as stipulated at the time of the Booking Request, but the User has been denied entry to the Accommodation as a result of intentional and wrongful conduct of the Accommodation Provider (which is deemed to include Accommodation Providers bankruptcy, insolvency or fraudulent activity), or the Accommodation is not available for rent. The User will not be compensated by Uniplaces for any delay in accessing the Accommodation during the rental period;

(c) Misrepresented Accommodation: the Accommodation has material differences or defects (as defined in Section 1.3) compared with the advertised Accommodation, and :the user is unable to rent the Accommodation as intended. The meaning of “material differences or defects” shall be determined in Uniplaces sole discretion and, among other exceptions, it shall not cover minor differences in the location of the Property advertised and the actual location of the Property; the presence or availability of local attractions or specific means of transportation; or any other external factors related to the surroundings of the property.

1.4 In respect of a complaint, Uniplaces shall complete the assessment of its validity in a reasonable time frame and will keep the User informed of any decisions or additional documentation required to process the claim. Where additional documentation is requested from the User, this must be provided without undue delay.

1.5 Uniplaces has sole discretion to make decisions regarding the claim (including the amount to be refunded to the User if applicable) and these decisions shall be final and binding on the User." For the avoidance of doubt, Uniplaces will not consider making a refund where the User is in material breach of the Terms of Service.