Amakarro Traveller Refund Policy

These terms and conditions govern Amakarro’s policy for AK Traveller refunds (“Amakarro Traveller Refund Policy”) and the obligations of the Site Partner associated with the AK Traveller Refund Policy. The AK Traveller Refund Policy applies in addition to Amakarro’s Terms of Service (“Amakarro Terms”). The AK Traveller Refund Policy is available to AK Travellers who book and pay for Accommodation through the Amakarro Platform and suffer a Travel Issue (as defined below). The AK Traveller’s rights under this AK Traveller Refund Policy will supersede the Site Partner’s cancellation policy.

All capitalized terms shall have the meaning set forth in the Amakarro Terms or Payments Terms unless otherwise defined in this Amakarro Traveller Refund Policy.

By using the Amakarro Platform, AK Travellers are confirming that they have read and that they understand and agree to be bound by this AK Traveller Refund Policy.

Travel Issue

A “Travel Issue” means any one of the following:
(a) The Site Partner of the accommodation (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the AK Traveller with the reasonable ability to access the Accommodation (e.g. does not provide the keys and/or a security code).

(b) The Listing’s description or depiction of the Accommodation is materially inaccurate with respect to:

  • The size of the Accommodation (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms),
  • Whether another party, including the Site Partner, is staying at the specific booked accommodation during the booking,
  • Special amenities or features represented in the Listing are not provided or do not function, bathrooms (toilet/shower/bathtub), kitchen (major other appliances, if provided in listing), and electrical, air conditioning systems, or the physical location of the Accommodation (proximity).

(c) At the start of the AK Traveller’s booking, the Accommodation: (i) Is not generally clean and sanitary (including unclean bedding and/or bathroom towels); (ii) Contains safety or health hazards that would be reasonably expected to adversely affect the AK Traveller’s stay at the Accommodation in Amakarro’s judgement, or (iii) Has vermin or contains pets not disclosed in the Listing.

The AK Traveller Refund Policy

If the AK Traveller suffers a Travel Issue, they are covered by this policy as follows:

Up to 24 hours after check-in:

If AK Traveller report a Travel Issue up to 24 hours after check-in, we agree, at our discretion, to either

(i) Reimburse AK Traveller the amount paid by AK Traveller through the Amakarro Platform (“Total Fees”), or

(ii) Use our reasonable efforts to help AK Traveller find and book for any unused nights left in AK Traveller booking another Accommodation which is reasonably comparable to or better than the Accommodation described in AK Traveller original booking in terms of size, rooms, features and quality.

Amakarro shall decide whether an issue reported by an AK Traveller qualifies as a Travel Issue, whether to reimburse or rebook an AK Traveller who suffers a Travel Issue, and whether an alternate Accommodation is comparable or better.

More than 24 hours after check-in.

If AK Traveller reports a Travel Issue more than 24 hours after check-in, we agree, at our discretion, to either (i) reimburse AK Traveller up to the Total Fees depending on the nature of the Travel Issue suffered, or (ii) use our reasonable efforts to help AK Traveller find and book another Accommodation for any unused nights left in AK Traveller booking which is reasonably comparable to the Accommodation described in AK Traveller original booking in terms of size, rooms, features and quality. Amakarro’s decisions under the AK Traveller Refund Policy are final and binding on AK Travellers and Site Partners but do not affect other contractual or statutory rights AK Travellers may have. Any right that AK Traveller may have to initiate legal action remains unaffected.

Conditions for making a Claim

To submit a valid claim for a Travel Issue and receive the benefits with respect to AK Traveller booking, AK Travellers are required to meet each of the following conditions:

(a) AK Traveller must be the AK Traveller that booked the Accommodation;

(b) AK Traveller must report the Travel Issue to us in writing or via telephone within 24 hours of discovering the existence of the Travel Issue, and AK Traveller must provide us with information (including photographs, videos, or other written or tangible evidence) about the Accommodation and the circumstances of the Travel Issue;

(c) AK Traveller must respond to any requests by us for additional information or cooperation on the Travel Issue within the time specified by Amakarro;

(d) AK Traveller must not have directly or indirectly caused the Travel Issue (through AK Traveller action, omission or negligence);

(e) Unless otherwise specified by Amakarro or Amakarro advises AK Traveller that the Travel Issue cannot be remediated, AK Traveller must use reasonable efforts to try to remedy the circumstances of the Travel Issue with the Site Partner; and

(f) In order to receive a reimbursement of Total Fees or assistance with booking an alternative Accommodation, AK Traveller must agree to vacate the Accommodation. If AK Traveller choose to stay in the Accommodation, AK Traveller may still qualify for a partial refund at Amakarro’s discretion as described in this policy (regardless of whether AK Traveller reported the Travel Issue up to 24 hours after check-in).

Minimum Quality Standards, Site Partner Responsibilities and Reimbursement to AK Traveller

If you are a Site Partner, you are responsible for ensuring that the Accommodations you list on the Amakarro Platform are accessible, adequately and accurately described in the Listing description, safe and clean, and do not present a AK Traveller with Travel Issues, as specified in these terms and in the AK Traveller Refund Policy Help Center article. During a AK Traveller’s stay at an Accommodation, Site Partners should be available, or make a third-party available, in order to try, in good faith, to resolve any Travel Issues or other AK Traveller issues.

If you are a Site Partner, and if (i) Amakarro determines that a AK Traveller has suffered a Travel Issue related to an Accommodation listed by you and (ii) Amakarro either reimburses that AK Traveller (up to their Total Fees) or provides an alternative Accommodation to the AK Traveller, you agree to reimburse Amakarro up to the amount paid by Amakarro within 30 days of Amakarro’s request. If the AK Traveller is relocated to an alternative Accommodation, you also agree to reimburse Amakarro for reasonable additional costs incurred to relocate the AK Traveller. You authorize Amakarro Payments to collect any amounts owed to Amakarro by reducing payment or as otherwise permitted pursuant to the Payments Terms.

As a Site Partner, you understand that the rights of AK Travellers under this AK Traveller Refund Policy will supersede your selected cancellation policy. If you dispute the Travel Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue. In order to dispute a Travel Issue, you must use reasonable and good faith efforts to try to remedy any Travel Issue with the AK Traveller unless Amakarro advises you that the Travel Issue cannot be remediated or the AK Traveller has vacated the Accommodation.

General Provisions

No Assignment/No Insurance. This AK Traveller Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the AK Traveller, and the AK Traveller has not paid any premium in respect of the AK Traveller Refund Policy. The benefits provided under this AK Traveller Refund Policy are not assignable or transferable by the Site Partner.

Modification or Termination. Amakarro reserves the right to modify or terminate this AK Traveller Refund Policy, at any time, in its sole discretion. If Amakarro modifies this AK Traveller Refund Policy, we will post the modification on the Amakarro Platform or provide Site Partner with notice of the modification and Amakarro will continue to process all claims for Travel Issues made prior to the effective date of the modification according to the then applicable policy.

Entire Agreement. This AK Traveller Refund Policy constitutes the entire and exclusive understanding and agreement between Amakarro and AK Site Partner regarding the AK Traveller Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between Amakarro and Site Partner regarding the AK Traveller Refund Policy.

Contacting Amakarro

If Site Partners have any questions about the AK Traveller Refund Policy, please email Amakarro Site Partner Relations

Amakarro Traveller’S Code of Conduct

Amakarro Standards

Amakarro’s most important value is to “leave it greener, better and more sustainable.” As a AK Traveller, that means making sure you are respecting Site Partners’ rules at all times, and doing you leave things as you found them or—ideally—even better. You are encouraged to participate in the uniqueness in every site and respect that during your stay

All Site Partners should review and adhere to these standards around providing a positive Amakarro experience, being a thoughtful neighbour, and serving as a responsible citizen

All AK Travellers should review and adhere to these standards for safety, trip preparation, and respect in order to uphold Amakarro’s most important value: ““leave it greener, better and more sustainable.”

Here are some things AK Traveller must consider as before, during, and after each booking.

  • Check-in time: AK Travellers should respect their Site Partner’s check-in window. Any check-in before or after the designated window should be approved by the Site Partner. Site Partners should ensure their AK Travellers have the information needed to access a listing at check-in (ex: provide correct directions, etc.).
  • AK Traveller authorization: AK Travellers should respect the approved number of AK Travellers—both for overnight stays and for other visits to the listings — and should inquire with their Site Partner if they’re unsure about the rules for visitors.
  • Pet authorization: AK Travellers should not bring any pets inside a listing that was designated as “no pets” in the house rules, bring more pets than are authorized or fail to disclose any pets brought along to the Site Partner.
  • No smoking: AK Travellers should not smoke inside a listing unless they are otherwise authorized to by the Site Partner. This includes the use of tobacco, cannabis, e-cigarettes, etc.
  • Cleanliness: AK Travellers should not leave the listing in a state that requires excessive or deep cleaning (ex: with soiled carpet, bed linen, excessive trash, etc.). Cleaning fees are only meant to cover the cost of standard cleaning between reservations (ex: laundry, vacuuming, etc.).
  • Checkout time: AK Travellers should complete checkout by the designated checkout time indicated on the Amakarro reservation, and should not leave belongings at the listing past the designated checkout time for storage or later pickup without authorization from the Site Partner.
  • Key return: AK Travellers should return any keys to the Site Partner by the official checkout time.

Before AK Traveller trip
If Site Partners have any questions about the AK Traveller Refund Policy, please email Amakarro Site Partner Relations

Communicate with Site Partner
If you like to adjust stay dates, or need any information about the listing or property itself, please message or call AK Site Partner prior to your travel. It’s also good practice to let them know approximate time of arrival before you arrive so they can prepare and/or greet you

Verify AK Traveller group size
Verify AK Traveller group count is accurate and updated before you arrive to ensure the Site Partner knows how many people are coming.

Safety by design

Preparedness We run safety workshops with Site Partners and leading local experts and encourage Site Partners to provide AK Travellers with important local information.

Secure payments
Our secure platform ensures AK Traveller money gets to the Site Partner– that’s why we ask AK Traveller to always pay through Amakarro and never transfer money or pay someone directly.

Account protection
We take a number of measures to safeguard AK Traveller Amakarro account, like requiring multi-factor authentication when a login is attempted from a new phone or computer and sending AK Traveller account alerts when changes are made.

Scam prevention
Always pay and communicate directly through the Amakarro website or app. As long as the AK Traveller stay on Amakarro platform throughout the entire process—from communication, to booking, to payment—AK Travellers and Site Partners are protected by our multi-layer defence strategy.

Amakarro’s Commitment to Inclusion

Amakarro’s Inclusion Policy: A Commitment to sustainable, prosperous happy communities

One of Amakarro’s core values is “Shared and sustainable prosperity”. We believe in and practice being inclusive and celebrating the diversity of our host communities without attempting to change/ alter/ ask for cultural guarantees. We commit to being sensitive to our inherent unconscious biases and open to questioning them in the context of a new experience.

Our communities of Amakarro travellers, host communities and team members should expect and nurture a culture of physical and psychological safety, inclusivity and mutual respect while working with us, through our platform, and in partnering with us in our vision to being the most inclusive global sustainable platform regardless of race, gender identity, sexual orientation, ability, political views, religion, national origin, economic status, caste, race, color or culture. Using Amakarro is an agreement to uphold our shared commitment to building sustainable, prosperous and happy communities by embracing the differences that make up our diverse world.

Similarly, we are committed to addressing any discriminatory behavior that violates our policy with a zero-tolerance approach. Hosts or team members engaging in this behavior will be subject to temporary or permanent removal from Amakarro, this includes removal of unacceptable listings, comments and insults.

What happens when a Host partner or team member does not uphold our agreement to build sustainable, prosperous happy communities?

Our commitment is extremely important to us. We will use a combination of technology, the judgment of our Hosts and internal team to report and remove content, address hateful behavior, and discipline Hosts or team members who discriminate or generally make others feel unsafe or disrespected. We follow the following process when instances of potential discrimination are discovered:

  • Transparency – We debrief with the reporting person to fully understand the situation and assign a point of contact to manage the investigation. This point of contact will be available throughout this process.
  • Unbiased investigation – We will investigate the reported person in line with our internal processes. A call with them is scheduled so we can ask follow-up questions to ensure we fully understand their perspective. We then share the impact that their behavior or words have had on the person who raised this concern, regardless of what the intent may have been. We listen and discern whether the reported party understands and reflects on their impact and whether they are committed to doing better in the future.
  • Through this independent investigation, we determine if the Host partner or team members’s behavior, language, or actions violate our agreement.
  • We establish the intent with the severity of the situation.
  • We provide clear, actionable feedback about how to meet our expectations and a consequent action including as a last resort, permanently removing them from Amakarro.

We are committed to doing what is right and creating an inclusive, equitable space for everyone we interact with in the course of fulfilling our responsibilities to our host and traveller communities. We are open to receiving your feedback on how we can improve and make our policies open and inclusive to all.