Effective Date: September 9, 2025
Entity: Pacaya International Inc.
Pacaya’s refund system is designed to protect both customers and hosts — ensuring every transaction is fair, safe, and transparent.
We understand that plans change, things come up, and sometimes, the vibe just shifts — so we’ve made refunds simple, human, and fair.
Activity canceled by host → Always a full refund.
You cancel 24+ hours before start → Full refund, no questions asked.
You cancel less than 24 hours before start → Partial refund (50%) to cover host prep costs.
Activity changed or didn’t happen as promised (wrong time, unsafe, misleading, or canceled mid-way) → Full refund.
If a payment processing error occurs (such as a duplicate charge or failed transaction caused by a verified system glitch), you’ll receive a full refund.
Extreme weather / force majeure (when rescheduling isn’t possible) → Full refund or reschedule option.
You can still raise a concern or dispute within 24 hours after an activity ends.
If the issue is verified (unsafe experience, misinformation, or other valid reasons), Pacaya may issue a full or partial refund after review.
All cancellations must happen through the app.
To prevent misuse and maintain fairness, each user can receive a maximum of two (2) refunds per day.
Additional refund requests beyond this limit will be reviewed manually and may be denied.
Pacaya allows a 12-hour grace period for emergency refund requests (e.g., illness, transportation issues, unforeseen events).
If approved, Pacaya covers the refund cost — not the host.
Tap Request Refund under “Refund Disputes.”
Our team reviews requests within 48 hours.
Approved refunds are processed within 3–7 business days (depending on your payment provider).
In rare circumstances, Pacaya may issue a goodwill refund at its discretion.
When that happens, Pacaya absorbs the cost not the host to maintain trust and fairness.
Pacaya tracks repeated cancellations and refund patterns.
Users who frequently request refunds without valid cause may face:
Temporary booking restrictions
Account review or suspension
Customer no-shows → You get paid.
Customer cancels within 24 hours → You get paid 50%.
Customer cancels less than 24 hours before start → You keep 50% payout (partial refund issued to customer).
You cancel the activity → Full refund to customer; no payout.
You no-show → Full refund to customer; no payout and a strike.
Unsafe, misleading, or non-compliant activity→ Refund issued; payout withheld pending review.
Three or more refund disputes in 90 days → Temporary suspension until resolved.
