Dormy PH Payments, Refunds, & Cancellation Policy
This Payments Policy governs the payment processes, refunds, cancellations, and terms for users of Dormy PH, an online marketplace for residential rentals (“Platform”) owned and operated by Krelio Technologies Inc. (“Krelio,” “Dormy,” “we,” “us,” or “our”). This policy is designed to ensure a clear understanding and management of payment transactions between users using our platform.
1. Payment Schedule
1.1. Payment to Hosts
Hosts will receive payments from Renters through the Platform and its payment gateways. Dormy reserves the right to hold payouts for up to 72 hours after both Parties have confirmed move-in of the Renter into the Property via the Platform (“Move-in Holding Period”).
If any disputes or issues are reported within the Move-in Hold Period, Dormy's right to hold payouts will be extended for up to 14 days to allow time for any of these disputes or issues to be resolved (“Resolution Holding Period”). These payment holding periods are collectively referred to as “Holding Periods.” The payout to the host will be processed within 5 to 7 business days after any Holding Periods have elapsed.
1.2. Payment Methods
Users must pay for bookings using the payment methods accepted by Dormy. Dormy reserves the right to add or remove acceptable payment methods at any time.
Payouts to Hosts will be made via the payment method and account information provided by the Host in their Accounts Setup process or subsequent updates. Options include bank transfers, electronic fund transfers, or other available payment methods accepted by Dormy.
Dormy disclaims any liability from errors in payout made due to incorrect or missing payout information provided by the Host and is not eligible for cancellation or refund.
1.3. Payment Processing Fees
Dormy may deduct processing fees from the payments, These fees will be disclosed during the payment confirmation process.
1.4. Payment Processing Fees
Dormy may deduct any associated platform fees, including but not limited to booking and commission fees. These Platform Fees will be deducted from payments prior to payout and will be disclosed upon payout.
2. Refund and Cancellation Policy
2.1. Cancellation of Renters
2.1.1.
Cancellations made more than 30 days before the rental start date will receive a 50% refund on Reservation Fees, minus any non-refundable fees, including cancellation fees specified by the Platform and the host’s cancellation policy.
2.1.2.
Cancellations made less than 30 days before the rental start date will not be eligible for a refund of Reservation Fees.
2.1.3.
Cancellations made during the contract period shall lead to the forfeiture of any and all advances and security deposits, subject to the policy of the Host.
- Dormy shall bear no responsibility for any matters arising solely due to the cancellation, except where mandated by applicable law.
- It is the joint responsibility of the Renter and the Host to inform Dormy of any cancellation at least seventy-two (72) hours prior.
- Any charges invoiced or collected prior to Dormy being informed of the cancellation shall be forfeited in favor of Dormy.
2.1.5.
In the event of any conflict between the Host's policies and Dormy's policies, Dormy's policies shall prevail and take precedence unless otherwise required by applicable law.
2.2. Cancellation of Hosts
2.2.1.
Hosts who cancel a confirmed booking will be subject to a cancellation fee, and the renter will receive a full refund.
2.2.2.
Hosts who cancel a confirmed booking within 8 to 14 days of the rental start date will be subject to an additional cancellation fee equivalent to 50% of the fee paid by the renter.
2.2.3.
Hosts who cancel a confirmed booking within 1 to 7 days of the rental start date will be subject to an additional cancellation fee equivalent to 80% of the fee paid by the renter.
2.2.4.
Hosts who cancel a confirmed booking due to a conflict with a transaction made outside of Dormy’s Platforms will be subject to a cancellation fee equivalent to 100% of the fee paid by the renter.
2.2.5.
Hosts are encouraged to communicate any issues or unavoidable cancellations promptly to avoid inconvenience to renters.
2.2.6.
Any non-refundable fees (e.g., payment gateway fees, processing fees) will be charged against the Host who cancels a confirmed booking.
2.2.7.
By default, charges and fees associated with cancellations by the Host will be charged against their outstanding payouts. Should the balance of the outstanding payouts be insufficient to cover associated cancellation fees, Dormy retains the right to issue an invoice requesting for the payment of the corresponding fees.
2.3. Refunds
2.3.1. Refund Qualifications
Dormy may give refunds for some purchases, depending on the refund policies described below:
- If you find a purchase on Dormy made on your card or other payment method that you didn't make and that wasnlt made by anyone you know, you may report unauthorized charges within 30 days of the transaction to the following: Email: [email protected] Subject: “ATTN REFUND REQUEST - Unauthorized Charges” We may request additional documentation of the unauthorized transaction. Unauthorized charges arising from negligence will not be eligible for a refund.
- If a refund from a cancellation meets the eligibility criteria stated under the Refunds and Cancellation Policy.
- If your refund request has been approved by Dormy.
If users give their account or payment details to someone else, appear to be abusing our policies, or are not protected by our authentication, we usually cannot refund them.
Dormy will only process refunds for payments confirmed and made within the Dormy platform, transactions not recorded within the platform are not subject to any and all refund policies. Dormy disclaims all liability for refunds requested due to errors or issues from third-party payment gateways. Refunds concerning a specific payment gateway may be reported to Dormy. However, decisions and liability on refunds concerning errors from payment providers must be redirected to the payment provider (i.e., eWallets, Banks) utilized by the user.
2.3.2. Refund Processing
Dormy does not support refunds for Check/Cash Pick-up. We only perform refunds by depositing the money to a bank/eWallet account via online fund transfer. We can process refunds via local Philippine Banks and eWallets like GCash, GrabPay, PayMaya, and other supported payment gateways.
Refund requests must be received within thirty (30) days from the date of deposit otherwise, we will no longer entertain such requests. Refund decisions may take 7-14 business days (“Refund Decision Period”). Payment processing via bank or payment gateways of refund payouts may take up to 7 business days.
3. Dispute Resolution
3.1. Initial Resolution
Users are encouraged to contact Dormy's customer support team to report and discuss any issues or concerns. Dormy's support team will make reasonable efforts to assist in resolving the matter promptly and efficiently.
3.2. Mediation
If the dispute cannot be resolved through initial resolution, the parties agree to participate in a formal mediation process facilitated by Dormy. Both parties must engage in good faith efforts to resolve the dispute through mediation before pursuing any legal remedies.
3.3. Confidentiality
Any information shared during the dispute resolution process will remain confidential and will not be admissible in any subsequent legal proceedings.
4. Chargeback Policy
4.1. Chargeback Prevention
Dormy employes stringent security measures and verification processes to minimize the risk of chargebacks. Users are required to verify their identities and payment information to ensure the legitimacy of transactions.
4.2. Account Suspension
Users who initiate fraudulent chargebacks may have their accounts suspended or terminated, and may be liable for any resulting damages or fees incurred by Dormy.
4.3. Accurate Payment Information
Users are responsible for providing accurate and up-to-date payment information. Dormy will not be liable for any delays or issues arising from incorrect payment details provided by Users.
5. Use of Third-Party Payment Gateways
5.1.
Dormy uses a third-party payment gateway to process payments made through the platform. By using Dormy's services, you agree to comply with the terms and conditions of the third-party payment gateway provider. Dormy is not responsible for any errors, delays, or issues caused by the third-party payment gateway.
5.2. Payment Security
The third-party payment gateway employs industry-standard security measures to protect your payment information and is compliant with BSP Requirements. However, Dormy does not control the security measures of the third-party provider and disclaims any liability for security breaches that occur on their end.
5.3. Transaction Fees
Transaction fees imposed by the third-party payment gateway will be disclosed to users during the payment process. These fees are separate from any fees charged by Dormy.
5.4. Dispute Resolution with Third-Party Providers
Any disputes or issues related to payments processed through the third-party payment gateway should be directed to the payment gateway provider. Dormy will assist in facilitating communication but is not responsible for resolving such disputes.
6. Fraud Prevention
Dormy employs advanced security measures to prevent fraudulent activities. Any user found engaging in fraudulent activities will have their account terminated immediately and may face legal action. Dormy reserves the right to withhold payouts and freeze accounts suspected of fraudulent activities.
7. Indemnification
Users agree to indemnify and hold harmless Dormy, its affiliates, and their respective officers, directors, employees, and agents from any claims, liabilities, damages, or expenses (including legal fees) arising out of or related to the user's use of the platform, violation of this policy, or infringement of any rights of another.
8. Limitation of Liability
To the fullest extent permitted by law, Dormy shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from (i) the user's use of or inability to use the platform; (ii) any unauthorized access to or use of our servers and/or any personal information stored therein; (iii) any interruption or cessation of transmission to or from the platform.
9. Timing of Payments
Users authorize Dormy to collect payment at the time of booking. Dormy may delay the charge until a later date at its discretion, but the user remains responsible for ensuring sufficient funds are available.
10. Security Deposits
Dormy may require a security deposit for certain bookings. Users authorize Dormy to charge the security deposit to their payment method at the time of booking. The security deposit will be refunded within 14 days after the checkout date, provided there are no damages or additional charges.
11. Currency Conversion
If a transaction involves a currency conversion, it will be completed at the exchange rate provided by Dormy's payment processor at the time of the transaction. Dormy is not responsible for any discrepancies or additional charges that may arise from currency conversions.
12. Payment Issues
If Dormy is unable to collect payment from the user's chosen payment method, the user agrees to provide an alternative payment method promptly. Failure to do so may result in the cancellation of the booking, suspension of the user's account, and or pursuit of legal remedies.
13. Price Changes
Dormy reserves the right to change its fees at any time. Users will be notified of any fee changes before they make a booking.
14. Tax Collection
Users are responsible for any taxes applicable to their transactions. Dormy may collect taxes on behalf of government authorities where required by law, but the ultimate responsibility for payment of such taxes remains with the user.
15. Acceptance of Terms
By using Dormy's Platform, users agree to comply with this payment policy. Dormy reserves the right to modify this policy at any time, with notice provided to users.
16. Governing Law and Jurisdiction
This Payments Policy shall be governed by and construed in accordance with the laws of the Republic of the Philippines, without regard to its conflicts of law principles. Any disputes arising under or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts located in the City of Makati, Philippines.
17. Severability
If any provision of this Payments Policy is found to be invalid, illegal, or unenforceable, the remaining provisions shall remain in full force and effect.
19. Entire Agreement
This Payments Policy constitute the entire agreement between you and Dormy regarding the subject matter herein and supersede all prior or contemporaneous agreements, communications, and understandings, whether oral or written.
20. Contact Information
For any questions or concerns regarding these Terms or the Services, you can contact us at:
Krelio Technologies Inc.
Mezzanine Floor 5048 P. Burgos Street
Brgy. Poblacion, Makati City
Metro Manila 1210, Philippines
Group Email: [email protected]
Thank you for using Dormy! We hope you have a great experience finding your perfect home or connecting with reliable tenants and businesses through our platform.
Effective Date: 14th January 2025
Last Updated: 13th January 2025