Cancellation & Refund Policy
This policy is provided for information and is being finalised with legal counsel.
Overview
ElefyMove's platform connects renters with landlords. Fees comprise two distinct components: (a) a platform Booking Fee charged by ElefyMove, and (b) rent collected by ElefyMove as the landlord's authorised payment collection agent and remitted to the landlord. The security deposit is paid by the tenant directly to the landlord at move-in and is never collected, held, or remitted by ElefyMove.
Payment Method
Stripe Checkout (cards and PromptPay) is ElefyMove's primary payment method, with PayPal available as a secondary option. Refunds are issued to the original payment method used — processing times follow each provider's standard timelines after ElefyMove initiates the refund.
Cancellation Refund Schedule
The platform Booking Fee itself is never refunded once paid (see below). The percentage below applies to your first month's rent only, and scales down the closer your cancellation is to your move-in date.
| Cancellation Window | First Month's Rent Refunded |
|---|---|
| 14 or more days before move-in (or within 48 hours of booking confirmation, whichever is sooner) | 90% refund of first month's rent |
| 7–13 days before move-in | 75% refund of first month's rent |
| 3–6 days before move-in | 50% refund of first month's rent |
| 1–2 days before move-in | 25% refund of first month's rent |
| On or after your move-in date | No refund (0%) |
If Your Landlord Cancels
If your landlord cancels a confirmed booking, you receive a 100% refund of everything you paid — first month's rent, booking fee, and any deposit collected through ElefyMove.
Rent & Deposit
Rent is collected by ElefyMove solely as the landlord's authorised payment collection agent and is remitted to the landlord at move-in; refund of rent after remittance is governed by your rental contract and is the responsibility of the landlord — not ElefyMove. The security deposit is paid by the tenant directly to the landlord at move-in — ElefyMove never collects, holds, or remits the deposit. ElefyMove is not a financial custodian and does not hold, insure, or guarantee the return of rent or deposit.
How to Request a Refund
Contact [email protected] with your booking reference and reason for the request. ElefyMove will review and respond within 5 business days.
Force Majeure
Extraordinary circumstances (including natural disasters or government-mandated restrictions) may be handled on a case-by-case basis at ElefyMove's sole discretion.