Platform Policies

Payment Protection for Pros

If an owner does open a case within that window, payment is held until the case is resolved — but opening a case requires an actual, specific reason (see Damage Claims Policy above), not just non-payment or a change of mind.

Cancellation Policy

Guest bookings: Every owner picks one of three tiers, and the tier in force when the guest pays is recorded on the booking. Changing a listing's tier later never changes the terms of a stay already booked.

• Flexible: full refund more than 24 hours before check-in. Inside 24 hours, everything is refunded except the first night.
• Moderate: full refund 5 or more days before check-in. Between 5 days and 24 hours, half the stay plus all taxes. Inside 24 hours, taxes only.
• Strict: full refund if cancelled within 48 hours of booking and check-in is at least 14 days away. Half the stay plus all taxes 7 or more days out. Inside 7 days, taxes only.

Two rules apply to all three tiers: occupancy taxes are always returned for nights the guest does not stay, and cancellations are timed against 3:00 PM local check-in on the arrival date.

Service pro jobs: A pro who accepts a job and cancels within 24 hours of the scheduled time affects their reliability rating, visible to owners. An owner who cancels a job after a pro has confirmed it owes no payment, but repeated late cancellations may limit that owner's ability to post future jobs.

Flex Rate

The Flex Rate is an optional booking option a guest may add at checkout for 10% of the pre-tax stay total (minimum $12). It replaces the listing's tier with one rule: cancel for any reason up to 24 hours before check-in and the entire stay — nightly rate, cleaning, added fees and taxes — is refunded.

The Flex Rate charge itself is never refunded, including on a fully refunded cancellation. It is paid to the owner, in full and with no marketplace commission, because the owner is the party absorbing the late cancellation. Inside 24 hours of check-in, or after the stay begins, the listing's own tier applies again.

The Flex Rate is not insurance and is not underwritten by an insurer. It is a Prizania booking option, it covers nothing beyond the refund described above, and it pays nothing for travel costs, lost wages, medical expenses or any other loss.

Major Disruption Policy

When an event outside either party's control makes a stay unlawful or physically impossible, this policy overrides the listing's cancellation tier and the Flex Rate.

What qualifies

• Government orders, evacuations or travel bans covering the listing's area for the stay dates.
• Declared natural disasters, wildfires, floods, hurricanes or severe storms affecting the area.
• Loss of essential utilities at the property, or damage that makes it unsafe to occupy.
• Serious unrest, or the sudden closure of the only practical access route to the area.

What does not qualify

• Ordinary bad weather, illness or injury, changed plans, work conflicts, or cancelled flights for reasons other than the events above.
• Conditions that were already known or publicly forecast when the booking was made.

How to file, and what happens

• Either the guest or the owner opens a case in the Resolution Center and selects Major disruption, no later than 14 days after the affected dates.
• Documentation is required: the official order, the utility or authority notice, a dated news report, or photos of the damage. Cases without documentation are declined.
• The other side is notified and has 72 hours to respond before Prizania decides. Prizania — not the guest and not the owner — determines eligibility, and its decision is final.
• If approved, the guest is refunded in full for nights not stayed, including taxes and the Flex Rate if one was purchased. The owner receives no payout for those nights and no cancellation penalty, and the affected dates are reopened on the calendar. Prizania does not fund the owner's lost income.
• If declined, the booking's recorded cancellation tier — or the Flex Rate, when purchased — applies as normal.

No-Show Policy

• Guest no-show: Standard cancellation terms apply — the booking is treated as-is unless a case is opened in the Resolution Center.
• Host no-show / property unavailable: Guest is entitled to a full refund and priority rebooking assistance.
• Pro no-show for a scheduled job: Payment authorization is voided automatically if the pro never marks the job started or complete. Repeated no-shows are grounds for suspension.

Refund Policy

Refunds follow the cancellation policy on the listing for standard cancellations. Refunds outside that window — for issues like inaccurate listings, cleanliness, or safety concerns — are handled case-by-case through the Resolution Center, where both sides are heard before a decision is made.

Damage Claims Policy

An owner reporting property damage from a guest stay should file a case in the Resolution Center within 72 hours of checkout, with photos and a description of the damage. The guest is notified and given a chance to respond before any charge is applied.

Deposit holds apply only to stays booked and paid for through Prizania, and a claim against the hold must be filed within 48 hours of checkout (before the hold releases), with photos. It does not cover normal wear and tear, pre-existing damage, lost income, cash, pets' behaviour where pets were permitted, or claims where the owner declined to give the guest a chance to respond.

Background Check Policy

Background checks are optional for service pros, run through a third-party provider at cost (~$20, paid once, refreshed annually). A completed, clean background check contributes to a pro's "Background Checked" badge and improved search placement — it is never required to publish a profile or accept jobs.

A background check that returns a disqualifying result (e.g., relevant violent or property crime convictions) results in the badge being withheld and the account flagged for manual review — not an automatic suspension, since context matters and a person should look at it.

Photo & Video Upload Policy

• Listing and profile photos/videos must be the actual property or the pro's actual work — stock photos or misrepresentative images are not allowed.
• No sexual, violent, or otherwise inappropriate content in any upload, including job-completion photos.
• Photos must not include another person's face without their consent, or visible personal information (mail, ID documents, license plates).

Vendor Standards & Independent Contractor Status

Every service pro on Prizania — cleaners, lawn care, maintenance, electrical, HVAC, plumbing, and photography — operates as an independent contractor, not a Prizania employee. Pros set their own rates, schedules, and accept or decline jobs at their own discretion.

Failure to maintain required insurance or licensing, misrepresenting credentials, or a pattern of substandard, incomplete, or unsafe work are all grounds for removal from the platform.