ZyloStaysKey points
- Three clear optionsFlexible, Moderate or Strict, shown on every listing and at checkout before you pay.
- Host cancels? 100% backIncluding the service fee, and we help you find another place.
- Automatic refundsNo form to fill in. Refunds start within 24 hours of the cancellation.
- Back where you paidTo your original payment method through PayFast, in Pakistani rupees.
1Returns
ZyloStays sells a booking service for a stay. There are no physical goods, so nothing is shipped and nothing can be returned or exchanged. Instead, you can cancel a booking and receive a refund under the rules below.
2Cancellation options
Every listing uses one of three cancellation options. The host chooses one per listing, and if they don't, Moderate applies. The option is shown on the listing and again at checkout, before you pay. Times are counted back from the listing's check-in time, in Pakistan Standard Time.
Flexible
Full refund up to 24 hours before check-in.
- Cancel 24 hours or more before check-in: 100% refund.
- Cancel less than 24 hours before check-in: no refund.
Moderate Default
Full refund up to 5 days before check-in.
- Cancel 5 days or more before check-in: 100% refund.
- Cancel between 5 days and 24 hours before check-in: 50% refund.
- Cancel less than 24 hours before check-in: no refund.
Strict
Half refund up to 7 days before check-in.
- Cancel 7 days or more before check-in: 50% refund.
- Cancel less than 7 days before check-in: no refund.
The percentage applies to the amount paid for the stay: the nightly rate and any cleaning fee. The guest service fee follows the rules in the next section.
3The guest service fee
ZyloStays charges guests a service fee of 7% of the booking subtotal. Whether it comes back depends on who cancels and when.
| Situation | 7% guest service fee |
|---|---|
| You cancel within the full-refund window of a Flexible or Moderate listing | Refunded in full |
| The host cancels, or ZyloStays cancels the booking | Refunded in full |
| You cancel and receive a 50% refund or no refund | Not refunded |
| You cancel a Strict listing (it has no full-refund window) | Not refunded |
| No-show | Not refunded |
4If the host cancels
- You receive a 100% refund of everything you paid, including the 7% service fee.
- We help you rebook a similar place, without charging you an extra service fee.
- If a host cannot honour a confirmed booking, for example because the place was double-booked or is unavailable, we treat it as a host cancellation and you get the same 100% refund.
5No-shows
If you don't check in and don't cancel before check-in time, the booking is a no-show.
- No refund is issued, and the unused nights are not refundable.
- The host is paid in full.
- The guest service fee is not refunded.
6Other situations
| Situation | Refund |
|---|---|
| A Request to Book is declined, or the host doesn't answer within 24 hours | No booking is made. Any amount taken is refunded in full |
| You were charged twice, or a payment failed but money left your account | The extra or failed amount, in full |
| You can't get in, or the place is unsafe or not as described | See If something goes wrong during a stay |
7How refunds are paid
| How | Automatically, by the rules above. You don't need to ask for a refund when you cancel |
|---|---|
| Where | Back to the original payment method through PayFast. If that method is no longer available, to your ZyloStays wallet |
| When we start it | Within 24 hours of the cancellation |
| When you receive it | Usually within 5 to 10 business days, depending on your bank or payment provider |
| Currency | Pakistani rupees (PKR). We do not give cash refunds |
The refund amount is shown before you confirm a cancellation, and we send it to you by email. If a refund hasn't arrived after 10 business days, contact us and we will send you the transaction reference.
8Worked example
Two nights on a Moderate listing at Rs 10,000 a night.
| Amount | |
|---|---|
| Stay (2 × Rs 10,000) | Rs 20,000 |
| Guest service fee, 7% | Rs 1,400 |
| You pay at booking | Rs 21,400 |
| If… | You get back |
|---|---|
| You cancel 7 days before check-in | Rs 21,400 (stay and service fee) |
| You cancel 3 days before check-in | Rs 10,000 (50% of the stay; the service fee is not refunded) |
| You cancel 12 hours before check-in | Rs 0 |
| The host cancels at any time | Rs 21,400, and we help you rebook |
9Questions and disputes
If you disagree with a refund decision, reply within 7 days and a different team member will review it within 5 business days. Please contact us before raising a chargeback with your bank or payment provider, so we can resolve it faster. Nothing in this policy limits a refund you are entitled to under Pakistani consumer protection law, and you can approach a consumer court at any time.
10Contact
WhatsApp and phone: +92 322 2859675
Email: support@zylostays.com (we reply within 24 hours)
Office: Scheme 33, Karachi East, Karachi, Sindh, Pakistan