1. In the rare instance where extenuating circumstances arise, a host may need to cancel a confirmed reservation. In such cases, we may elect to forgo the cancellation penalties outlined in our Terms of Service. Such cases will be contingent on proper documentation, where valid, and include:
Death in the family
Serious illness or serious illness in the family
Natural disaster in the country
Political unrest in the country
Maintenance issues that affect the ability to host
2. In the rare instance where extenuating circumstances arise, a guest may need to cancel a confirmed reservation. In this instance, Ijendu may override the host's cancellation policy (flexible, moderate, strict) and make refund decisions. Such cases will be contingent on proper documentation, where valid, and include:
There's a death in the guest's family
The guest has a serious illness or there's a serious illness in their family
There's a natural disaster in the destination country
There's political unrest in the destination country
The guest has jury duty or other similar civil obligations
3. Accommodations on the Ijendu platform should meet minimum quality standards regarding safety, access, and cleanliness, and they should be consistent with the description provided by the Host. If a Guest who books and pays for an accommodation suffers a 'Travel Issue' because the Accommodation does not meet Ijendu standards, the guest may be eligible for a refund in accordance with the Guest Refund Policy.
Ijendu will (at our discretion) either provide the Guest with a refund or use reasonable efforts to find and book the Guest at another comparable Accommodation for any unused nights left in your reservation. The amount of any refund will depend on the nature of the Travel Issue suffered.
A valid 'Travel Issue' generally falls into three categories, (1) the host cancels a reservation 24 hours or less before the scheduled start of the reservation, or fails to provide the Guest with the reasonable ability to access the Accommodation, (2) the description of the Accommodation in the listing on the Site is materially different from the actual Accommodation (such as the Accommodation’s size, special amenities or location), or (3) the Accommodation is not generally clean or as described.
To submit a valid claim for a refund, a Guest is required (a) to bring the Travel Issue to our attention within 24 hours after the start of your reservation (including photographs or other evidence) and respond to our requests for information or cooperation, (b) not have directly or indirectly caused the Travel Issue and (c) to have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host prior to making a claim for a Travel Issue.
4. Ijendu is an open marketplace. Through their experiences on Ijendu, we hope that our guests and hosts build meaningful connections with people from all over the globe.
To that end, we prohibit content that promotes discrimination, bigotry, racism, hatred, harassment or harm against any individual or group, and we require all users to comply with local laws and regulations.
Many countries, including the U.S., have laws preventing discrimination on the basis of race, religion, national origin, disability, sex, sexual orientation, or age. In the U.S., anti-discrimination laws apply to discrimination by any inn, hotel, motel, or other establishment that provides lodging to guests. The two main federal laws in this area are the Fair Housing Act (Title VIII of the Civil Rights Act of 1968) (FHA) and the Americans with Disabilities Act (ADA).
The Americans with Disabilities Act prohibits discrimination in public accommodations on the basis of disability, which may include things such as access and service dogs.
In addition, fair housing laws often prohibit discrimination in the selling or renting of such housing based on race, national origin, religion, sex, familial status or disability.
As a host, you should be familiar with the laws that apply to you and your listing.
If you believe a user or listing is in violation of this position, you may report it by flagging the user, listing or message thread.