ZyloStaysKey points
- Digital deliveryNothing is shipped. Your confirmation arrives by email and SMS.
- 1 to 28 nightsEvery stay is at least 1 night and at most 28 nights.
- Payment held for youCharged at booking, released to the host 24 hours after check-out.
- Secure checkoutAll payments go through PayFast. Never pay a host directly.
1What this policy covers
This policy explains what ZyloStays provides, how it is delivered, what it costs, how payment works and how to get help. It applies to every booking made on zylostays.com and forms part of our terms and conditions. ZyloStays is a sole proprietorship registered with the Federal Board of Revenue, with its office at Scheme 33, Karachi East, Karachi, Sindh, Pakistan.
2Our service
ZyloStays is an online marketplace for short stays in Pakistan. It lets:
- Guests search, compare and book rooms, apartments, cottages and guest houses;
- Hosts list their property, set the price, house rules and cancellation option, and get paid for completed stays.
ZyloStays is not the owner or landlord of any listed property. The agreement for a stay is between the guest and the host. We run the platform, take and hold payments, verify hosts and step in if something goes wrong.
3How your booking is delivered
ZyloStays sells a digital booking service, so there is no shipping. Here is what reaches you, and when.
| Step | What you receive | When |
|---|---|---|
| You book | Instant Book listings confirm straight away. For Request to Book, the host has 24 hours to accept | At booking |
| Booking confirmed | A confirmation email with your booking reference, dates, price and cancellation option, plus an SMS to your verified number | As soon as the booking is confirmed |
| Check-in details | The exact property address, host contact and check-in instructions | Once the booking is confirmed |
| The stay | You stay at the property on the booked dates | From the listing's check-in time to its check-out time |
| After check-out | A receipt by email. The host's payout is released | 24 hours after check-out |
Before a booking is confirmed, listings show only the area and city. The exact address is shared once the booking is confirmed.
4Length of stay
Every booking is for a minimum of 1 night and a maximum of 28 nights.
5Prices and fees
- All prices are in Pakistani rupees (PKR).
- The total at checkout includes the nightly rate, any cleaning fee set by the host, the ZyloStays guest service fee of 7% of the booking subtotal, and any applicable taxes. Nothing is added after you pay.
- Hosts pay a commission of 3% of the booking subtotal, with 0% for a host's first 90 days.
- We give 30 days' notice before changing our fees. A change never affects a booking that is already confirmed.
6How your payment is protected
- You pay at bookingThe full amount is charged when you book, through the PayFast checkout.
- We hold itZyloStays holds the payment. The host doesn't receive it during your stay.
- You check outIf something is wrong, tell us within 24 hours of finding it.
- Host is paidThe payment, minus the host commission, is released 24 hours after check-out.
- Payment gateway. All payments go through PayFast. The methods shown at checkout are the ones PayFast supports for our merchant account.
- Never pay outside ZyloStays. Don't pay a host directly or send an advance to a personal number. Payments made outside the platform aren't covered by our refund policy or support.
- We never ask for your PIN, card PIN, MPIN or one-time codes. Don't share them with anyone.
- If you cancel, the money you get back follows the cancellation and refund policy.
7Host security deposit
Every host keeps a security deposit of Rs 50,000 with ZyloStays. It can be paid in one of two ways.
Option A
Pay in one go
Deposit the full Rs 50,000 at once.
Option B
Build it up
Pay in instalments of 5% to 10% of the deposit each time (Rs 2,500 to Rs 5,000), straight into the deposit fund.
- Hosts can add more than the Rs 50,000 minimum at any time.
- Damage claims supported by evidence can be made once the deposit is fully funded.
- While the deposit is still below Rs 50,000, any damage at the property is the host's own responsibility to cover or replace.
8Who can use ZyloStays
- You must be 18 or older and give accurate information.
- Guests verify their email and mobile number. Hosts also verify their identity with a valid CNIC and must have the right to let the property.
- The service covers properties located in Pakistan.
9What we expect from hosts
Hosts must describe their place accurately, keep their calendar up to date, honour confirmed bookings, keep the property safe and clean, provide the amenities listed, follow the law (including guest-registration rules) and reply to guests promptly. Listings that fall short can be suspended or removed.
10If something goes wrong during a stay
If you can't get in, the place is unsafe or unclean, it is materially different from the listing, or it isn't available when you arrive:
- Tell us within 24 hours of finding the problem, with photos or video.
- We contact the host and give them a short time to fix it.
- If it can't be fixed, we help you find another place where possible and refund the unused nights.
11Customer support
| Channel | Details |
|---|---|
| WhatsApp and phone | +92 322 2859675 |
| support@zylostays.com. We reply within 24 hours | |
| Office | Scheme 33, Karachi East, Karachi, Sindh, Pakistan (visits by appointment) |
For an active booking, include your booking reference. Complaints are acknowledged within 24 hours, and we aim to give a written outcome within 10 business days. Either the guest or the host can appeal a decision within 7 days.
12Your legal rights
Nothing in this policy limits any right you have under Pakistani law, including consumer protection law. You can approach a consumer court or any competent court at any time.
13Changes to this policy
We may update this policy. The date at the top shows the current version. Changes don't affect bookings that are already confirmed.