We stand behind every booking. If something isn't right, we make it right — quickly, fairly, and without the runaround.
Property doesn't match the listing? Report within 48 hours of move-in and receive a 100% refund — no questions asked.
Cancellations made before move-in may qualify for a partial refund depending on timing and landlord cancellation terms.
Refunds are not issued for change of mind after 48 hours, or for issues not reported within the refund window.
At MonthlyStayHub, we hold all payments in a secure escrow account for 48 hours following your confirmed move-in date. This window exists to protect you — giving you time to verify that the property matches its listing before funds are released to the landlord.
If you find that the property does not match what was advertised, you can request a full refund during this 48-hour window. Our team will review your report, pause the fund release, and work to resolve the issue as quickly as possible.
Funds are never transferred to a landlord until you confirm satisfaction or the 48-hour window closes without a dispute. You will never be asked to pay outside our platform.
You are entitled to a full refund if you report an issue within 48 hours of your move-in date and the property has one or more of the following problems:
All refund requests based on property condition must be submitted within 48 hours of your move-in date and time. Reports submitted after this window are not eligible for a full refund under our escrow policy.
The following situations do not qualify for a refund under our policy:
MonthlyStayHub can only protect payments made through our agent.we accept Venmo and Bank also Cryptocurrency.
If you need to cancel your booking before your move-in date, your refund amount depends on how far in advance you cancel and the individual landlord's cancellation terms, which are listed on each property page.
| Cancellation Timing | Refund Amount | Eligible? |
|---|---|---|
| More than 7 days before move-in | Full refund of total payment | Yes |
| 3–7 days before move-in | Refund minus 1 week's rent | Partial |
| Within 72 hours of move-in | Subject to landlord's policy | Partial |
| Same day as move-in | Generally non-refundable | No |
| Landlord cancels the booking | Full refund guaranteed | Yes — Always |
* Exact cancellation terms vary by listing. Always check the landlord's cancellation policy displayed on the property page before booking.
Requesting a refund is straightforward. Follow these steps and our team will handle the rest:
Email us at support@monthlystayhub.com or use the Help button in your account dashboard within 48 hours of your move-in date. Include your booking reference number.
Explain clearly what is wrong with the property and how it differs from the listing. The more detail you provide, the faster we can resolve it.
Photos or videos of the issue are extremely helpful and speed up our review process. Attach them directly to your email or upload them in the support portal.
Our team reviews all refund requests within 24–48 business hours. We may contact the landlord for their response. You will be updated by email at every step.
Once approved, refunds are returned to your original payment method within 5–7 business days. Venmo refunds are typically faster than bank transfers.
If you disagree with the outcome of a refund decision, you may submit a formal appeal within 7 days of receiving our decision. Include any additional evidence or documentation that supports your case.
MonthlyStayHub's decision following a completed appeal is final. We strive to be fair to both tenants and landlords in every case we review.
Our support team advocates for tenants. If your case is valid, we will do everything in our power to make sure you are protected and compensated fairly.
Our support team is available 7 days a week. Reach out and we'll respond within a few hours to help resolve your issue.
Contact Support →