BLebnen – Cancellation and Refund Policy

Last Updated: April 2026

1. Introduction and Scope

1.1 Purpose of this Policy

This Cancellation and Refund Policy (this “Policy”) explains how cancellations, changes, and refunds are handled for bookings made through the BLebnen online platform (the “Platform”), and in particular how BLebnen treats the Online Payment collected at the time of booking.

1.2 Relationship with the Terms of Service

This Policy forms part of, and must be read together with, BLebnen’s Terms of Service and Privacy Policy. Capitalised terms used but not defined here have the meanings given in the Terms of Service. In the event of any inconsistency, the Terms of Service prevail, except where this Policy is more specific regarding the handling of the Online Payment.

1.3 BLebnen’s Role as Intermediary

BLebnen operates as an intermediary booking platform connecting individuals and entities offering accommodation (“Hosts”) with individuals or entities seeking accommodation (“Guests”). BLebnen does not own, manage, or control the properties listed on the Platform and is not a party to the accommodation contract between Host and Guest, which is concluded directly between them (the “Accommodation Contract”).

1.4 50% Online Payment Only

For standard bookings on the Platform:

• At the time of booking, the Guest pays 50% of the Total Booking Amount through BLebnen (the “Online Payment” or “Deposit”).
• The remaining 50% (the “Balance on Arrival”) is generally paid at check-in directly to the Host (or as otherwise instructed by the Host).

This Policy governs only the Online Payment collected and processed through BLebnen. BLebnen does not collect, hold, or refund the Balance on Arrival or any other amounts paid directly between Host and Guest, except where explicitly provided in the Terms of Service or required by applicable law.

1.5 Other Amounts Outside BLebnen’s Control

Any additional amounts, such as the Balance on Arrival, security deposits, damages, penalties, local taxes, or other charges that are paid directly between Guest and Host are governed by the Accommodation Contract and applicable local law, subject to the Terms of Service. BLebnen is not responsible for collecting or refunding such amounts.

2. Definitions

2.1 Guest means any individual or entity that creates an account on the Platform and makes or attempts to make a Booking of a Property.

2.2 Host means any individual or entity that lists a Property on the Platform for short-term or long-term accommodation and that enters into an Accommodation Contract with a Guest.

2.3 Booking means a reservation for a stay at a Property made by a Guest through the Platform and accepted by a Host in accordance with the Terms of Service.

2.4 Property means any apartment, house, room, unit or other accommodation offered by a Host and listed on the Platform for Booking.

2.5 Check-in means the date and time from which the Guest is first entitled to access and occupy the Property under the Booking, as confirmed on the Platform.

2.6 Check-out means the date and time by which the Guest must vacate the Property under the Booking, as confirmed on the Platform.

2.7 Total Booking Amount means the total price of the Booking as displayed to the Guest at the time of confirmation, including the Host’s price for the stay and any applicable BLebnen fees and taxes collected through the Platform.

2.8 Online Payment (or Deposit) means the portion equal to 50% of the Total Booking Amount that is paid by the Guest through the Platform at the time the Booking is confirmed.

2.9 Balance on Arrival means the remaining 50% of the Total Booking Amount that is typically due from the Guest to the Host at Check-in (or as otherwise indicated in the Listing or by the Host) and is not processed by BLebnen.

2.10 Cancellation means a Guest’s or Host’s act of cancelling a confirmed Booking through the Platform in accordance with the Terms of Service and the applicable cancellation policy.

2.11 No-show means a situation where the Guest does not arrive at the Property by the end of the Check-in day and does not inform the Host or BLebnen of any delay or alternative arrangements.

2.12 Short-Term Stay means a Booking with a total duration of up to 28 nights (inclusive).

2.13 Long-Term Stay means a Booking with a total duration of more than 28 nights.

2.14 Standard Cancellation Policy means any of the standard cancellation options made available by BLebnen for selection by Hosts in relation to their Listings, currently including Flexible, Moderate, Firm, Strict, Non-Refundable, and Long-Term policies.

2.15 Listing means the description, pricing, availability, rules and other details of a Property as made available by the Host on the Platform.

3. Relationship with Hosts’ Own Policies

3.1 Standard Frameworks

BLebnen provides a set of Standard Cancellation Policies for Hosts to choose from for each Listing:

• Flexible
• Moderate
• Firm
• Strict
• Non-Refundable
• Long-Term (for stays of 28 nights or more)

3.2 Display to Guests

The Standard Cancellation Policy selected by the Host for a Listing is shown to Guests before they confirm a Booking. By completing a Booking, the Guest agrees to the applicable Standard Cancellation Policy for that Booking, in addition to this Policy and the Terms of Service.

3.3 Effect on the Online Payment

In normal situations, the Host’s chosen Standard Cancellation Policy determines how BLebnen will handle the Online Payment only (for example, whether it is refundable in whole or in part). BLebnen will apply that policy when processing cancellations and refunds of the Online Payment, subject to:

• this Policy (including clauses on extenuating circumstances and guest refund requests);
• the Terms of Service; and
• any mandatory provisions of applicable law.

3.4 Host’s Additional Rules

Hosts may impose additional rules or financial terms (for example, conditions for the Balance on Arrival, local taxes, security deposits, or separate long-term terms) in their Listing or Accommodation Contract. These additional terms may govern refunds or payments outside the Online Payment. BLebnen is not responsible for enforcing or refunding any such amounts unless expressly handled through the Platform or required by Lebanese law.

4. Payment Structure – 50% Online, 50% on Arrival

4.1 Payment at Time of Booking

When a Guest confirms a Booking through the Platform:

1. The Guest pays 50% of the Total Booking Amount as the Online Payment.
2. BLebnen collects the Online Payment using the payment method selected by the Guest.
3. The Booking is considered confirmed once the Online Payment is successfully processed and the Host has accepted the Booking in accordance with the Platform flow.

4.2 Balance on Arrival

Unless the Listing states otherwise:

• The Balance on Arrival (the remaining 50% of the Total Booking Amount) is payable by the Guest directly to the Host at Check-in or as otherwise directed by the Host.
• BLebnen does not usually process or hold the Balance on Arrival and therefore cannot directly refund or charge it.

4.3 Effect of Cancellations Before Check-in

If a Booking is cancelled before Check-in:

• BLebnen will only refund or retain all or part of the Online Payment in accordance with the applicable Standard Cancellation Policy and this Policy.
• BLebnen will not charge the Balance on Arrival and will not be responsible for refunding any amounts that were never paid through the Platform.

4.4 No-Shows and Early Departures

In cases of No-show or early departure after Check-in:

• The treatment of the Online Payment is determined under the applicable Standard Cancellation Policy and this Policy.
• Any additional amounts (for example, any part of the Balance on Arrival that has already been paid or remains due, or reductions agreed between the parties) must be settled directly between Guest and Host, subject to the Accommodation Contract and local law.
• BLebnen may, at its discretion, assist within the limits of its role as intermediary, but is not responsible for such amounts.

5. Standard Cancellation Policies for Short-Term Bookings (up to 28 nights)

For Short-Term Stays (up to 28 nights), the following Standard Cancellation Policies apply to the Online Payment only. Unless otherwise stated, all refund percentages below refer to the Online Payment (50% of the Total Booking Amount).

5.1 Flexible Policy

Cancellation up to 24 Hours Before Check-in: If the Guest cancels the Booking at least 24 hours before the scheduled Check-in time, the Guest is entitled to a 100% refund of the Online Payment.

Cancellation Less Than 24 Hours Before Check-in or After Check-in: The Online Payment is non-refundable, subject only to Sections 8 and 9.

5.2 Moderate Policy

Cancellation at Least 5 Days Before Check-in: The Guest is entitled to a 100% refund of the Online Payment.

Cancellation Within 5 Days of Check-in or After Check-in: The Online Payment is non-refundable, subject only to Sections 8 and 9.

5.3 Firm Policy

Cancellation at Least 30 Days Before Check-in: The Guest receives a 100% refund of the Online Payment.

Cancellation 30 to 7 Days Before Check-in: 50% of the Online Payment will be refunded to the Guest. 50% will be retained and paid to the Host (less any applicable BLebnen commission and fees).

Cancellation Less Than 7 Days Before Check-in or After Check-in: The Online Payment is fully non-refundable, subject only to Sections 8 and 9.

5.4 Strict Policy

Free Cancellation Shortly After Booking: If the Guest cancels within 24 hours of making the Booking and the Check-in date is at least 14 days away, the Guest receives a 100% refund of the Online Payment.

Cancellation 14 to 7 Days Before Check-in: 50% of the Online Payment will be refunded to the Guest. 50% will be retained and paid to the Host (less any applicable BLebnen commission and fees).

Cancellation Less Than 7 Days Before Check-in or After Check-in: The Online Payment is fully non-refundable, subject only to Sections 8 and 9.

5.5 Non-Refundable Policy

Under the Non-Refundable Policy, the Guest selects a discounted price for the Booking in exchange for stricter cancellation terms.

The Online Payment is non-refundable from the time the Booking is confirmed, regardless of when the Guest cancels, except where BLebnen applies its extenuating circumstances policy under Section 8 or a refund is required under applicable Lebanese law.

6. Long-Term Bookings (28 Nights or More)

For Long-Term Stays (28 nights or more), a Long-Term Flexible Policy applies to the Online Payment, unless the Listing specifies a different long-term framework approved by BLebnen.

Cancellation at Least 30 Days Before Check-in: The Guest is entitled to a 100% refund of the Online Payment.

Cancellation Within 30 Days of Check-in or After Check-in: The Online Payment is non-refundable, subject to Sections 8 and 9.

Hosts may require longer notice periods for termination or reduction of Long-Term Stays, request security deposits or additional payments, or impose other long-term specific conditions. Such terms must be indicated in the Listing or communicated clearly before the Booking is confirmed.

7. No-Shows and Early Departures

7.1 Definition of No-Show

A No-show occurs when the Guest does not arrive at the Property by the end of the scheduled Check-in day and does not inform the Host or BLebnen of any delay or alternative arrangement.

7.2 Treatment of Online Payment in Case of No-Show

In case of a No-show, the Online Payment is treated as non-refundable under all Standard Cancellation Policies, unless BLebnen determines that Section 8 applies or a refund is required by applicable law.

7.3 Early Departures After Check-in

If a Guest checks in and then departs earlier than the scheduled Check-out date, under all Standard Cancellation Policies, the Online Payment remains non-refundable, unless BLebnen exercises discretion under Sections 8 or 9 or mandatory law provides otherwise.

8. Extenuating Circumstances and Major Disruptive Events

8.1 Purpose and Scope

BLebnen may apply an Extenuating Circumstances framework where serious, unexpected events occur that make it impossible, illegal, or clearly unsafe for Guests to stay at a Property or for Hosts to honour a Booking. This framework may override the usual Standard Cancellation Policies for affected Bookings.

8.2 Examples of Events That May Be Covered

Without limitation, examples of events that may qualify as extenuating circumstances include:

• Natural disasters (such as major earthquakes, floods, fires, or landslides) that render the Property or its immediate surroundings unsafe or uninhabitable.
• War, armed conflict, terrorism, or major security incidents in or around the Property’s location that result in official travel warnings, evacuation orders, or hosting bans by competent authorities.
• Government-imposed travel bans, border closures, or quarantine orders that make it unlawful or impossible for the Guest to travel to, or for the Host to offer, the Property.
• Government orders or administrative decisions that directly prevent the lawful use of the Property for short-term accommodation during the relevant period.

8.3 Events That Are Usually Not Covered

The following types of situations will normally not be treated as extenuating circumstances under this Policy, unless required by applicable law:

• Ordinary flight delays or cancellations, missed transport, or traffic disruptions.
• Personal illness, injury, or medical conditions of the Guest or their companions (subject to any non-waivable consumer protection rules).
• Changes of personal plans, work schedules, or event dates (such as wedding, conference, or festival rescheduling).
• Local strikes or labour disputes that cause inconvenience but do not make the stay impossible or illegal.

8.4 BLebnen’s Discretion

The assessment of whether an event qualifies as an extenuating circumstance is made by BLebnen, acting reasonably and in good faith, taking into account information from official government and international sources, the timing and location of the event, the specific impact on the Booking, and applicable Lebanese law.

8.5 Possible Consequences for Affected Bookings

Where BLebnen determines that an event qualifies under this Section:

• For Guests: BLebnen may authorise a full or partial refund of the Online Payment, notwithstanding the Standard Cancellation Policy that would otherwise apply.
• For Hosts: BLebnen may allow Hosts to cancel affected Bookings without certain platform-related penalties (such as impact on ratings), although the relevant calendar dates may remain blocked or subject to re-listing only when it is safe and lawful to host again.

8.6 Subject to Lebanese Law

Any application of this Section 8 is subject to the laws of the Republic of Lebanon. If mandatory Lebanese law grants Guests or Hosts additional rights, those rights will prevail.

9. Guest Refund Requests for Issues with the Property or Host

9.1 Overview

Separate from the Standard Cancellation Policies, Guests may in some cases request a review and potential refund of the Online Payment where serious issues arise with the Property or Host that prevent a reasonable stay as booked.

9.2 Situations Where a Guest May Request a Refund Review

Examples of situations where a Guest may seek BLebnen’s review include, without limitation:

1. Host Cancellation or Major Change – The Host cancels the Booking close to Check-in or makes a significant change without the Guest’s consent, such as materially changing the Property address, significantly altering the booked dates, or replacing the Property with another that is substantially different.
2. No Reasonable Access to the Property – The Guest is unable to access the Property at Check-in (for example, keys or access codes are not provided, or the Property is occupied by someone else) despite reasonable attempts to contact the Host.
3. Serious Mismatch with the Listing – The Property, upon arrival, is materially different from what is described in the Listing in a way that significantly affects the stay, for example: a materially incorrect number of bedrooms or beds; major promised amenities (such as running water, electricity, basic sanitation) are completely unavailable; or the Property is substantially smaller or in a clearly different category than advertised.
4. Unsafe or Uninhabitable Conditions – The Property is objectively unsafe or uninhabitable at Check-in, such as severe structural damage, serious hygiene issues (for example, significant infestation, sewage issues, or lack of basic cleanliness), or other conditions that make it unreasonable to stay.

9.3 Guest’s Responsibilities and Timing

To request a refund review under this Section 9, the Guest must:

• Notify BLebnen as soon as practicable, and ideally within 24 hours of discovering the issue;
• Provide clear evidence of the problem, such as photos, videos, or written exchanges with the Host; and
• Demonstrate that they first attempted in good faith to resolve the issue with the Host.

Failure to contact BLebnen promptly or to provide adequate evidence may limit BLebnen’s ability to assist.

9.4 BLebnen’s Review Process

Upon receiving a Guest’s request, BLebnen may contact both Guest and Host to gather information. BLebnen will assess whether the situation falls within the types of issues described in this Section 9 and the Terms of Service, and may take into account the severity of the issue, the actions taken by the Host to remedy it, and any partial use of the Property by the Guest.

9.5 Possible Outcomes

After review, BLebnen may, at its sole discretion and acting reasonably:

• Issue a full or partial refund of the Online Payment to the Guest;
• Allow the Host to retain all or part of the Online Payment;
• Offer alternative options where available on the Platform; or
• Determine that no refund is due under this Policy.

9.6 Limits of BLebnen’s Responsibility

BLebnen’s obligations under this Section 9 are limited to the Online Payment processed through the Platform. BLebnen is not obliged to refund any amounts paid directly by the Guest to the Host or provide compensation beyond what is required under this Policy, the Terms of Service, or mandatory Lebanese law.

10. BLebnen’s Commission

10.1 Commission Model

BLebnen operates on a commission-based model. For each confirmed Booking, BLebnen is typically entitled to a commission and/or service fee, as explained in the Terms of Service.

10.2 Non-Refundability of Commission

Once a Booking is confirmed, BLebnen’s commission is generally non-refundable, even if the Booking is later cancelled, except where this Policy, the Terms of Service, or applicable law expressly provide otherwise.

10.3 Commission in Case of Refunds

Where BLebnen decides or is required to refund part or all of the Online Payment to a Guest, BLebnen may, at its discretion, also return or waive its own commission (in whole or in part), particularly in cases involving extenuating circumstances (Section 8) or guest protection (Section 9).

11. Processing of Refunds

11.1 Method of Refund

Any refunds of the Online Payment authorised under this Policy will, where reasonably possible, be processed via the same payment method used by the Guest for the original transaction. If this is not possible, BLebnen may agree an alternative refund method with the Guest, subject to security and compliance checks.

11.2 Timing of Refunds

BLebnen will endeavour to process approved refunds promptly. However, the time required for the refund to appear in the Guest’s account may vary and depends on banks, card schemes, and payment processors, which are outside BLebnen’s control.

11.3 Third-Party Payment Providers and Currency Conversion

BLebnen is not responsible for delays, additional charges, or exchange rate differences applied by banks, card issuers, or other payment providers, or any losses arising from currency conversion or fluctuations where the payment or refund involves different currencies.

12. Governing Law and Priority of Documents

12.1 Governing Law

This Policy, and any dispute or claim arising out of or in connection with it (including non-contractual disputes or claims), is governed by and construed in accordance with the laws of the Republic of Lebanon, without regard to conflict of law principles.

12.2 Priority Between Documents

In case of conflict or inconsistency between this Cancellation and Refund Policy and the Terms of Service, the Terms of Service will prevail, except where this Policy deals specifically and more precisely with the cancellation and refund handling of the Online Payment, in which case this Policy will apply for that specific issue, subject always to Lebanese law.

13. Changes to This Cancellation and Refund Policy

13.1 Right to Update

BLebnen may modify or update this Policy from time to time in order to reflect changes in applicable laws or regulations, updates to BLebnen’s services, features, or business model, or improvements and clarifications to better protect Guests and Hosts.

13.2 Notification and Effective Date

Any updated version of this Policy will be posted on the Platform, with a new “Last Updated” date at the top. Where required by law, or where changes are material, BLebnen may also provide additional notice (for example by email or in-platform notification).

13.3 Acceptance of Changes

By continuing to use the Platform, maintaining an account, or making new Bookings after the updated Policy becomes effective, Guests and Hosts agree to be bound by the updated version. If a user does not agree with the changes, they should stop using the Platform and, where applicable, cancel any future Bookings in accordance with the applicable terms.