This Appendix sets out the financial consequences of cancellation, no-show, and host-side cancellation, including applicable penalties for both Guests and Hosts.
1. Guest-Side Cancellation & No-Show
1.1 Guest Cancellation Penalty
Refund amount shall be determined based on the cancellation policy selected by the Host (Flexible / Moderate / Strict / Non-Refundable).
In addition to the Host’s selected policy:
(A) Platform Processing Fee
- Platform service fee is non-refundable once booking is confirmed.
- Payment gateway fees and FX fees may not be refundable.
1.2 Guest No-Show Policy
A “No-Show” occurs when a Guest:
- Fails to check in on the confirmed check-in date, and
- Does not notify the Host or the Platform in advance.
Financial Consequence:
- 100% of accommodation fee is non-refundable.
- Cleaning fee: refundable only if cleaning was not performed.
- Accommodation tax: refundable only if not remitted to authority.
Host may release the calendar after check-in date has passed.
1.3 Abuse of System / Repeated Cancellations
If a Guest:
- Repeatedly cancels bookings in a pattern deemed abusive, or
- Books without genuine intent to stay,
JaJong reserves the right to:
- Issue a warning
- Temporarily suspend account
- Permanently remove account
No monetary penalty will be imposed beyond forfeiture under cancellation terms.
2. Host-Side Cancellation
JaJong considers Host-side cancellation a serious breach of platform reliability.
2.1 Monetary Penalty
Time Before Check-in | Penalty |
|---|---|
More than 7 days | Warning (No monetary fine, first offense only) |
2–7 days | JPY 5,000 per booking |
Less than 24 hours | JPY 10,000 per booking |
Notes:
- Deducted from next payout.
- If no upcoming payout → recorded as Outstanding Balance.
- Applied per cancelled booking.
2.2 System Penalty
Calendar Block
- Cancelled dates will be automatically blocked.
- Block duration = number of cancelled nights.
- Listing visibility may be reduced temporarily.
Repeated violations may result in account suspension.
2.3 Rebooking Assistance
If a Host cancels a confirmed booking, JaJong may, at its discretion, attempt to assist the Guest in securing alternative accommodation through the Platform.
Such assistance may include suggesting comparable listings based on availability, location, and price.
JaJong does not guarantee the availability of replacement accommodation and shall not be responsible for any price differences between the original booking and alternative accommodation.
2.4 Platform Replacement Rights
In situations where a confirmed booking cannot be fulfilled by the original Service Provider, including but not limited to host cancellation, service provider cancellation, or operational issues, JaJong may, at its discretion, attempt to arrange an alternative provider through the Platform.
Such replacement may include comparable accommodation, activities, or services based on availability, location, price range, and other relevant factors.
If the Guest accepts the proposed replacement, the booking will be considered fulfilled through the alternative provider.
If no suitable replacement can be arranged, or if the Guest declines the proposed alternative, the booking may be cancelled and a refund may be issued in accordance with the applicable refund policy.
JaJong does not guarantee the availability of replacement services and shall not be liable for differences in pricing, amenities, or service features between the original booking and the replacement option.
Acceptance of a replacement booking constitutes agreement to the updated service arrangement.
3. Service Provider Cancellation
This section applies to independent Service Providers offering activities or other services through the Platform.
Service Providers are expected to fulfill confirmed bookings. Cancellation without valid justification may result in penalties.
3.1 Monetary Penalty
Time Before Service Time | Penalty |
|---|---|
More than 48 hours | Warning (first occurrence only) |
24–48 hours | JPY 3,000 per booking |
Less than 24 hours | JPY 8,000 per booking |
Same-day cancellation | JPY 10,000 per booking |
Notes:
- Penalties are deducted from the next payout.
- If no payout is available, the amount will be recorded as an Outstanding Balance.
- Penalty applies per cancelled booking.
3.2 System Penalty
JaJong may also apply operational penalties including:
- Temporary listing suspension
- Reduced listing visibility
- Calendar blocking for the cancelled time slot
Repeated cancellations may result in account suspension or permanent removal from the Platform.
3.3 Provider No-Show
If a Service Provider fails to appear or deliver the booked service without prior cancellation:
- The booking will be treated as Provider No-Show.
- Guest will receive 100% refund.
- Service Provider may be subject to maximum penalty and possible suspension.
4. Force Majeure
If cancellation is due to events beyond reasonable control, including:
- Natural disasters
- Government travel bans
- Public health emergencies
- Transport system shutdown
JaJong may override standard cancellation policy.
In approved cases:
- Guest receives 100% refund
- Host receives no payout
- JaJong waives commission
Case-by-case assessment applies.