Musha Zimbabwe – Find Your Next Stay

1. Cancellation by Guest

Guests may cancel a booking at any time before the check-in date. The refund amount depends on how far in advance the cancellation is made and the cancellation policy set by the host for that specific property.

2. Refund Eligibility

Refunds are processed for cancellations made within the eligible window as defined by the property's cancellation policy. Service fees charged by the platform are non-refundable unless the cancellation is due to a verified extenuating circumstance or a host cancellation.

3. Cancellation by Host

If a host cancels a confirmed booking, the guest will receive a full refund of all amounts paid, including any service fees. We take host cancellations seriously and repeated cancellations may result in account suspension.

4. Refund Processing Time

Once a refund is approved, it will be processed within 5–10 business days. The time it takes for the funds to appear in your account depends on your payment provider and may vary.

5. Extenuating Circumstances

In cases of documented extenuating circumstances — such as serious illness, natural disasters, or government-imposed travel restrictions — we may offer a full refund regardless of the host's cancellation policy. Supporting documentation will be required.

6. How to Request a Refund

To request a refund, navigate to your bookings page and submit a refund request for the relevant booking. Our support team will review your request and respond within 2 business days. You can also reach us directly via the contact page.

7. Disputes

If you believe a refund decision is incorrect, you may escalate the matter by contacting our support team with additional evidence. We are committed to resolving all disputes fairly and transparently.