Reservation, Cancellation & Dispute Policies

A reservation is created by the Student paying a flat ₱2,500 down payment online. This amount is credited toward the first month's rent. The Student pays ₱0 in platform fees on top.

On successful settlement (move-in confirmed, no validated dispute in the 24-hour window): unidorms.ph retains the ₱2,500 as the marketplace success fee. On move-in day, the Student pays the Host on-site (in cash or via post-dated checks) the remaining first month's rent (Total Rent − ₱2,500) and the 100% whole security deposit. Subsequent months are arranged off-platform via PDCs or direct transfer.

Security deposit isolation: The platform never touches, holds, or tracks the security deposit. It is paid in full directly to the Host on move-in and remains 100% whole.

On cancellation before move-in: the cancellation policy snapshotted on the reservation determines the split. Any portion the Student does not get back is paid to the Host as a forfeiture (compensation for the lost booking). unidorms.ph retains nothing on cancellation.

Each reservation is bound by the cancellation policy snapshotted at booking time. Hosts cannot change the cancellation policy of an existing reservation; an edited policy applies only to future reservations. Any portion of the ₱2,500 down payment that is not refunded to the Student is paid out to the Host as a forfeiture (compensation for the lost booking).

• Flexible — 100% refund (₱2,500) to Student any time before move-in. Host receives ₱0.
• Moderate — 100% refund to Student up to 5 days before move-in (Host gets ₱0); within 5 days of move-in, 50% (₱1,250) refunded to Student and 50% (₱1,250) paid to Host.
• Strict — 100% refund to Student if cancelled ≥7 days before move-in (Host gets ₱0); within 7 days of move-in, 0% refund and the full ₱2,500 is paid to Host, except where the 24-Hour Move-In Fraud Guarantee applies.

If the Host cancels, fails to provide keys on move-in day, or the Student arrives on-site within the 24-hour fraud-window and reports the unit as fraudulent, unacceptable, or materially different from the listing, unidorms.ph executes an immediate, automated full ₱2,500 refund to the Student through the original payment channel. The Host receives nothing in this scenario. Repeated Host-initiated cancellations may result in listing suspension and KYC re-review.

After confirming move-in, the Student has 24 hours to inspect the unit and file a dispute via the platform. Common grounds: the unit materially differs from the listing, denied access on the agreed move-in date, serious safety or sanitary issues, or false location/commute claims. “Changed my mind” is not a valid ground.

Disputes are reviewed within 4 business hours of filing. Our admin team may request photographs, video, or written statements from either party. Decisions: Refund Approved (full ₱2,500 returned to the Student), Denied (the reservation settles in unidorms.ph's favour and the down payment counts toward first month's rent), or More Info Requested (window paused until evidence received).

Refunds are issued via the channel used to pay (GCash; Xendit when available). Most refunds clear within 3–5 business days. For disputes pending external clearing, we will keep the Student informed via email and in-app notification.

All Hosts must complete identity verification (government ID + proof of authority over the unit) before their listings go live. KYC may be re-checked at any time; revocation results in listings being unlisted and any open reservations being refunded under the Host-cancellation rule.

Reviews can be posted only by Students who have completed a reservation. Reviews must reflect the reviewer’s genuine experience and may not contain personal attacks, prohibited content, or off-platform contact details. Reviews can be reported for moderation.

Both parties agree to keep payment on-platform. Off-platform payment forfeits the 24-Hour Guarantee, dispute resolution rights, and escrow protection.