Effective Date: March 15, 2026
Last Updated: May 05, 2026
This Policy forms part of the Nestovo Limited Terms and Conditions. By using the platform, all users agree to be bound by this Policy.
1. PLATFORM ROLE
Nestovo operates solely as a technology platform and marketplace intermediary.
Nestovo does not own, manage, operate, insure, or control any property, product, or service listed on the platform and does not accept responsibility for damages, losses, personal injury, or inconvenience.
2. SCOPE
This Policy applies to all platform transactions, including:
• property bookings
• cancellations by customers or property owners
• refunds related to platform transactions
• affiliate-linked transactions
• merchant orders facilitated through the platform
3. CUSTOMER CANCELLATIONS (PROPERTY BOOKINGS)
3.1 Standard Cancellation Rules
Unless otherwise stated on the listing at the time of booking:
• More than 7 days before check-in
– Customer eligible for refund of booking amount
– Platform service fees may be non-refundable
• 3 to 7 days before check-in
– Customer eligible for up to 50% refund of booking amount
– Platform service fees non-refundable
• Less than 72 hours before check-in
– No refund
• After check-in
– No refund
Refund eligibility is determined by booking timestamps recorded on the platform.
4. NO-SHOWS AND EARLY DEPARTURES
• Failure to check in without cancellation is treated as a no-show
• No refunds are issued for no-shows
• Early departures do not entitle customers to refunds
5. PROPERTY OWNER CANCELLATIONS
If a property owner cancels a confirmed booking:
• The booking will be cancelled
• The customer may receive a full refund of the booking amount
• Platform service fees and payment processing fees may be retained where permitted by law or where such fees are non-recoverable
• Nestovo may apply internal consequences to the owner, including listing suspension
Nestovo does not provide alternative accommodation or compensation.
6. PRODUCTS AND SERVICES (NON-PROPERTY)
For products or services facilitated through the platform:
• Refund responsibility rests solely with the merchant or service provider
• Nestovo facilitates refund processing only where applicable
• Delivery failures, defects, or quality issues are the responsibility of the merchant
7. AFFILIATE COMMISSIONS AND REFUNDS
Where a transaction is refunded or cancelled:
• Affiliate commissions related to that transaction are void
• Previously credited commissions may be reversed
• Commissions are earned only on completed and non-refunded transactions
8. DISPUTES AND REFUND HOLDS
Where a dispute is raised:
• Refunds may be delayed pending review
• Payouts may be temporarily held
• Funds are not considered earned until the dispute is resolved
Disputes are handled strictly under the Dispute Resolution Policy.
9. PROCESSING TIMEFRAMES
• Approved refunds are processed to the original payment method where practicable
• Processing typically occurs within 7 to 14 business days
• Actual receipt of funds depends on banks and payment processors
Nestovo does not guarantee refund timing.
10. NON-REFUNDABLE ITEMS
The following are non-refundable unless expressly stated otherwise:
- platform service fees
- transaction processing fees
- amounts marked as non-refundable at booking
- payment processing fees charged by third-party payment processors may be non-refundable.
11. FORCE MAJEURE
Nestovo is not responsible for refunds or losses caused by events beyond reasonable control, including natural disasters, government actions, system outages, or third-party failures.
12. FINALITY OF PLATFORM DECISIONS
Once a refund decision is made under this Policy:
• the platform process is concluded
• Nestovo has no further obligation regarding the transaction
Users may pursue external remedies at their own cost and risk.
13. POLICY UPDATES
Nestovo may update this Policy at any time. Continued use of the platform constitutes acceptance of updated terms.
14. GOVERNING LAW
This Policy is governed by the laws of Jamaica.