METAHOMES CANCELLATION AND REFUND POLICY

 

Last Update: September 2025

 

DEFINITIONS

 

  1. “Platform” or“MetaHomes Platform” refers to the MetaHomes Online Platform, website, mobile applications, services, and any related technologies, as well as any marketing materials, promotional content, and proprietary data that are owned or licensed by the Company;

 

  1. “MetaHomes Life Services Platform” refers to a specific category of services available on the MetaHomes Platform, provided to Merchants. These services are not limited to property management services, concierge services, cleaning and maintenance services, tour and activity booking, and other vacation-related offerings. Merchants can list their services under MetaHomes Life Services on the MetaHomes Platform, making them accessible to End-Users looking for supplementary services related to their property or vacation rental needs;

 

  1. “The Company” refers to Metaworld Technology FZ-LLC (“we”, “us”, “our”, the “Company”) which operates the MetaHomes Platform;

 

  1. “You” or the“User” refers to any individual or legal entity utilizing the MetaHomes Platform to provide vacation or holiday home rental services, such as Hosts (“Host”), as well as other individuals or entities serving as Service Providers (“Merchants”) within the MetaHomes Life Services Platform;

 

  1. “End-User”refers to any individual or legal entity, such as guests, customers, renters, who access or utilize the MetaHomes Platform to browse, inquire about, or book properties for rent and it further includes individuals who engage with services listed under MetaHomes Life Services through the Platform. Essentially, an End-User is anyone who interacts with the MetaHomes Platform to obtain information, make bookings, rent property or access and obtain supplementary services provided through the MetaHomes Platform;

 

  1. “Host”refers to any individual or legal entity who provide vacation or holiday home rental services through the MetaHomes Platform;

 

  1. “Merchants” may refer to any service providers who are individuals or legal entities providing services through the MetaHomes Life Services Platform;

 

 

  1. "Total Customer Payment"refers to the total amount (inclusive of all applicable VAT) paid by an End-User for a service offered by Hosts through the MetaHomes Platform or a service offered by Merchants through the MetaHomes Life Services Platform;

 

 

  1. "Base Sale Amount (Excl. VAT)" refers to the Total Customer Payment excludingthe 5% VAT component;

 

  1. "Service Fee"refers to the 13% of the Base Sale Amount charged by the Company as a service fee;

 

  1. “Platform Fee”refers to 3% of the Total Customer Payment charged by the Company for usage of the MetaHomes Platform or MetaHomes Life Services Platform and is applied whenever an End-User qualifies for any types of refund;

 

 

  1. “MetaHomes Net Amount”refers to the value of the Service Fee;

 

  1. “Merchant Net Amount”refers to the final value after the MetaHomes Service Fee has been deducted from the Base Sale Amount;

 

  1. “Full Refund”(applicable to MetaHomes Life Services) refers to the amount that the End-Users will be entitled to if the End-User cancels a service within six (6) hours of placing the order. The said amount will be equivalent to the Total Customer Payment after the deduction of the Platform Fee;

 

  1. “Partial Refund” (applicable to MetaHomes Life Services)refers to the amount that the End-Users will be entitled to if the End-User cancels a service (6) hours after placing the order. The Platform Fee is first deducted from the Total Customer Payment. The remaining amount is then split in half, with 50% being refunded to the End-User. The other 50% is then split between the Company and the Merchant. The Company retains the Service Fee of this remaining balance, while the Merchant receives the rest;

 

  1. “Full Refund”(applicable to MetaHomes Holiday Homes Services) refers to the amount that the End-Users will be entitled to if the End-User cancels a reservation prior to twenty-four (24) hours of check-in time or before the Host accepts the request. The said amount will be equivalent to the Total Customer Payment after the deduction of the Platform Fee;

 

  1. “Partial Refund” (applicable to MetaHomes Holiday Homes Services)refers to the amount that the End-Users will be entitled to if the End-User cancels the reservation between twenty-four (24) hours and twelve (12) hours of the check-in time. The Platform Fee is first deducted from the Total Customer Payment. The remaining amount is then split in half, with 50% being refunded to the End-User. The other 50% is then split between the Company and the Host. The Company retains the Service Fee of this remaining balance, while the Host receives the rest.

 

PART (A)

 

TERMS GOVERNING MERCHANTS & END-USERS – METAHOMS LIFE SERVICES

 

  1. PAYMENTS, REFUNDS, CANCELLATIONS AND PAYOUTS FOR MERCHANTS UNDER THE METAHOMES LIFE SERVICES PLATFORM

 

  • The Company charges a Service Fee on each transaction facilitated between End-Users and Merchants for services provided through the MetaHomes Life Services Platform. The Service Feeis deducted from the Total Customer Payment processed for the service. The Total Customer Payment is refundable under certain circumstances as stipulated in this policy.

 

  • End-Users may be eligible for a Full Refund if they cancel a service within six (6) hours of placing the order. If a Merchant is unable to carry out a service for any reason, End-Users will also be entitled to a Full Refund.

 

  • End-Users may be eligible for a Partial Refundif they cancel a service six (6) hours after placing the order.

 

  • End-Users will not be eligible for any refundif they request cancellation of the same day service fulfilment.

 

  • In the event of a Full/ Partial Refund, applicable VAT, if any, will be adjusted accordingly and reflected on the credit note issued to the End-User by the Company.

 

 

  • In the event that there are insufficient funds in the End-User’s card or bank account to process the Total Customer Payment, the payment will not be processed, and the bank will notify the End-User of insufficient funds.

 

 

  1. REFUND PROCESS

 

  • Once a refund is processed, the Company will send an email notification to the End-User’s email address on record. The Company is not liable for any inaccuracies including, but not restricted to, the email address provided by the End-User.

 

  • Refunds will be processed to the original payment method used by the End-User. In the event that the original payment method is unavailable, the MetaHomes support team will contact the End-User to discuss alternative refund methods, such as a replacement card or another available method (e.g., bank account). The alternative refund method will be agreed upon by both the Company and the End-User before processing the refund.

 

  • For local cardholders, refunds are generally processed within ten to twenty-one (10-21) business days. International cardholders can expect refunds to take fifteen to twenty (15-20) business days, and in unexpected circumstances, this period may extend to thirty (30) business days or slightly longer.

 

  • A reversal may occur when a previously authorized and settled payment is cancelled, whether due to technical error, processing failure, cancellation of an approved financial transaction, or other unexpected circumstances. In the event of a reversal, the funds will be returned to the cardholder’s or End-User’s account, and the original charge will be treated as effectively cancelled. The original charge may disappear from the cardholder’s account statement with no separate credit line issued. The Company will not provide separate notifications or receipts for such reversals. Cardholders requiring confirmation should contact their card issuer or payment provider.

 

  1. MERCHANT & END-USER RESPONSIBILITIES

 

  • The Merchant must be aware of and comply with the refund policy while listing their services on our MetaHomes Life Services Platform. Similarly, the End-User must be aware of the refund policy prior to booking a service. Both parties are responsible for adhering to the policies as outlined.

 

 

  1. DISPUTE RESOLUTION

 

  • In the event of a dispute between the Merchant and the End-User regarding cancellations or refunds, the Company will act as a neutral third party for communication. All communication will initially be conducted via email through MetaHomes customer support at, support@metahomes.net.If necessary, the Company may intervene with a phone call, which will be recorded for reference. Following the phone call, the Company will send a confirmation email summarizing the details of the conversation to the End-User.

 

  • Refund disputes (including chargebacks) are not permitted for transactions that have already been fully refunded.

 

  • Chargeback Disputes

 

  • In the event of a chargeback, the payment intermediary or the issuing bank may deduct the disputed amount directly from the Company’s account. Following such a deduction, the Company will review the claim with the relevant Merchant. Where the chargeback is attributable to the Merchant’s acts, omissions, or non-compliance, the Company reserves the right to recover from the Merchant only the portion of the chargeback corresponding to the Merchant’s share that was paid or is payable.

 

  • Refund Disputes

 

  • In the event of a refund dispute raised by an End-User (other than a chargeback), the Company will review the matter in coordination with the End-User and the relevant Merchant. The resolution will be based on the investigation, available records, and supporting evidence. The Company may, at its sole discretion, determine whether a full or partial refund is appropriate. Any approved refund will be processed directly by the Company, subject to the Company’s refund policies.

 

PART (B)

 

TERMS GOVERNING HOSTS AND END-USERS – METAHOMES HOLIDAY HOMES

 

  1. PAYMENTS, REFUNDS, CANCELLATIONS AND PAYOUTS FOR HOSTS UNDER THE METAHOMES HOLIDAY HOMES PLATFORM

 

  • The Company charges a Service Fee on each transaction facilitated between End-Users and Hosts for services provided through the MetaHomes Platform. This Service Fee is deducted from the Total Customer Payment made for the service by the End-User. The Total Customer Payment is refundable under certain circumstances as stipulated in this policy.  

 

  • If an End-User cancels a reservation more than twenty-four (24) hours prior to the scheduled check-in time or cancels prior to the Host’s acceptance of the booking request, the End-User shall be entitled to a Full Refundas defined in this Policy. For the avoidance of doubt, the Full Refund shall be applied in accordance with the definition (including any deduction of the Platform Fee where specified).

 

  • If an End-User cancels a reservation between twenty-four (24) hours and twelve (12) hours prior to the scheduled check-in time, the End-User shall be eligible for a Partial Refund.

 

  • If an End-User cancels a reservation within twelve (12) hours of the scheduled check-in time, no refundshall be provided.

 

  • In the event of a Full/ Partial Refund, applicable VAT, if any, will be adjusted accordingly and reflected on the credit note issued to the End-User by the Company.

 

 

  • In the event that there are insufficient funds in the End-User’s card or bank account to process the Total Customer Payment, the payment will not be processed, and the bank will notify the End-User of insufficient funds.

 

  1. REFUND PROCESS

 

  • Once a refund is processed, the Company will send an email notification to the End-User’s email address on record. The Company is not liable for any inaccuracies including, but not restricted to, the email address provided by the End-User.

 

  • Refunds will be processed to the original payment method used by the End-User. In the event that the original payment method is unavailable, the MetaHomes support team will contact the End-User to discuss alternative refund methods, such as a replacement card or another available method (e.g., bank account). The alternative refund method will be agreed upon by both the Company and the End-User before processing the refund.

 

  • For local cardholders, refunds are generally processed within ten to twenty-one (10-21) business days. International cardholders can expect refunds to take fifteen to twenty (15-20) business days, and in unexpected circumstances, this period may extend to thirty (30) business days or slightly longer.

 

  • A reversal may occur when a previously authorized and settled payment is cancelled, whether due to technical error, processing failure, cancellation of an approved financial transaction, or other unexpected circumstances. In the event of a reversal, the funds will be returned to the cardholder’s or End-User’s account, and the original charge will be treated as effectively cancelled. The original charge may disappear from the cardholder’s account statement with no separate credit line issued. The Company will not provide separate notifications or receipts for such reversals. Cardholders requiring confirmation should contact their card issuer or payment provider.

 

 

  1. HOST & END-USER RESPONSIBILITIES

 

  • The Host must be aware of and comply with the refund policy while listing their services on our MetaHomes Holiday Homes Platform. Similarly, the End-User must be aware of the refund policy prior to booking a service. Both parties are responsible for adhering to the policies as outlined.

 

  1. DISPUTE RESOLUTION

 

  • In the event of a dispute between the Host and the End-User regarding cancellations or refunds, the Company will act as a neutral third party for communication. All communication will initially be conducted via email through MetaHomes customer support at, support@metahomes.net.If necessary, the Company may intervene with a phone call, which will be recorded for reference. Following the phone call, the Company will send a confirmation email summarizing the details of the conversation to the End-User.

 

  • Refund disputes (including chargebacks) are not permitted for transactions that have already been fully refunded.

 

  • Chargeback Disputes

 

  • In the event of a chargeback, the payment intermediary or the issuing bank may deduct the disputed amount directly from the Company’s account. Following such a deduction, the Company will review the claim with the relevant Hosts. Where the chargeback is attributable to the Host’s acts, omissions, or non-compliance, the Company reserves the right to recover from the Host only the portion of the chargeback corresponding to the Host’s share that was paid or is payable.

 

  • Refund Disputes

 

  • In the event of a refund dispute raised by an End-User (other than a chargeback), the Company will review the matter in coordination with the End-User and the relevant Host. The resolution will be based on the investigation, available records, and supporting evidence. The Company may, at its sole discretion, determine whether a full or partial refund is appropriate. Any approved refund will be processed directly by the Company, subject to the Company’s refund policies.