For all dispute situations, compensation details may be adjusted based on the negotiation between the parties involved, [Guest] and [Host].
However, if the parties involved are unable to reach an agreement despite efforts to resolve the dispute, they must agree to the adjustments made according to Wehome’s Terms of Service regarding dispute resolution. Please review the following information and report the dispute to the Wehome team within 24 hours of discovering the issue.
■ Conditions for dispute and refund compensation claims
If the guest wishes to make a valid claim under the refund policy and receive benefits for the reservation, they must meet all of the following conditions:
- Dispute Parties: The person filing the dispute and claim must be the guest who made the reservation.
- Reporting within 24 Hours: The dispute must be reported to the Wehome team in writing or by phone within 24 hours of discovering the issue. Information related to the accommodation and the application of the refund policy (photos, videos, or other written or concrete evidence) must be submitted to the Wehome customer service center.
- Cooperation: If the Wehome team requests additional information or cooperation regarding the application of the refund policy, you must comply within the designated time.
- No Fault of the Guest: You must not have directly or indirectly (through inaction or negligence) caused the circumstances requiring the application of the refund policy.
- Efforts to Resolve: Unless otherwise specified or indicated by the Wehome team that the situation cannot be adjusted under the refund policy, reasonable efforts must be made to resolve the situation with the host.
- Agreement to Vacate: To receive a full refund or assistance in booking alternative accommodation, you must agree to vacate the property.
- Dispute Resolution: Each dispute will be reviewed based on Wehome’s services (messages, facts received by customer service, and information registered on the website about the accommodation). Additionally, both the guest and host must agree to the terms and cancellation policies and cooperate in resolving the dispute for each reservation.
■ Situations where refund adjustments are possible
1. If the guest’s reported dispute or discomfort falls under the following conditions, the refund amount may be adjusted separately from the general cancellation policy.
- Inability to Access the Property
If the host does not provide the guest with a reasonable means to access the property.
*Note: This does not apply in cases of early check-in by the guest without prior sharing of information with the host. - Mismatched Property Description: If the actual property differs from the information disclosed on the website (amenities, descriptions, house rules, detailed information). *Note: This does not apply if the host shared this information in advance and the guest agreed to the stay or if the discrepancy is due to differences in interpretation.
- Lack or Malfunction of Essential Amenities. This applies if the following amenities are not provided or are malfunctioning:
- Security: Door locking mechanisms
- Water Supply: Bathroom and kitchen water supply
- Heating/Cooling
- Electricity
- Poor Hygiene Condition at Check-In
- The guest must report the cleanliness of the property within 24 hours of check-in with photos or videos.
- If essential facilities required for the guest’s stay are in an unsanitary condition (e.g., contaminated bedding or towels, inadequate bathroom cleaning).
- If the host made efforts to resolve the issue (by providing cleaning services or cleaning supplies) but the problem remains unresolved (e.g., ongoing insect issues, mold-related allergies).
- *Note: This does not apply if the cleanliness issues are caused by the guest’s use of the property (e.g., damage or insect infestation due to poor trash management by the guest).