Cancellation & Refund Policy
This policy is provided for information and is being finalised with legal counsel.
Overview
Elefy's platform connects renters with landlords. Fees comprise two distinct components: (a) a platform Booking Fee charged by Elefy, and (b) rent collected by Elefy 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 Elefy.
Payment Method
Stripe Checkout (cards and PromptPay) is Elefy'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 Elefy initiates the refund.
Booking Fee Refunds
| Cancellation Window | Platform Booking Fee |
|---|---|
| Before landlord accepts your booking request | Full refund |
| After landlord accepts, more than 7 days before move-in | Refund minus a 5% processing charge |
| Within 7 days of move-in (landlord accepted) | No refund (booking fee is earned) |
| After move-in date | No refund |
Rent & Deposit
Rent is collected by Elefy 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 Elefy. The security deposit is paid by the tenant directly to the landlord at move-in — Elefy never collects, holds, or remits the deposit. Elefy 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. Elefy 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 Elefy's sole discretion.