Cancellation and Refund Policy

This cancellation and refund policy (the « Policy ») governs the conditions under which a short-term property booking made on the domilinko platform may be cancelled, whether at the initiative of the tenant or of the owner, as well as the resulting refund terms.

It applies to any confirmed short-term booking between a tenant and an owner (individual or agency) via domilinko and supplements, without derogating from, the platform's General Terms and Conditions of Sale and Use. In the event of a conflict, the provision most favourable to the consumer shall prevail, in accordance with Belgian law.

This Policy does not apply to long-term rentals: an application for a lease is not a booking paid online, and domilinko does not collect any lease rent. The tenant may withdraw their application and the owner may reject it as long as no lease has been signed. What happens to any application fee is set out to the tenant at the time it is paid.

Payments and refunds are processed by our payment provider Stripe, using the payment method used at the time of booking.

In principle, a consumer who concludes a distance contract has a fourteen (14) day right of withdrawal under Book VI of the Code of Economic Law (CEL).

However, this right of withdrawal does not apply to the provision of accommodation other than for residential purposes supplied on a specific date or for a specific period of performance, in accordance with the exceptions provided for in Book VI of the CEL. A short-term domilinko booking, for fixed move-in and move-out dates, falls within this exception.

Consequently, no statutory right of withdrawal may be invoked for this type of booking. However, this more favourable Cancellation Policy applies and allows you, under the conditions described below, to cancel your booking and, where applicable, obtain a full or partial refund.

You may cancel your booking at any time from your personal account on domilinko. The amount refunded depends on the time between your cancellation request and the scheduled start of the stay (move-in), according to the following schedule.

Free cancellation: if you cancel up to 7 days before the start of the stay, you are fully refunded the rental amount.

Cancellation with partial retention: if you cancel between 7 days and 48 hours before the start of the stay, a retention of 50% of the rental amount is applied and the balance is refunded to you.

Non-refundable cancellation: if you cancel less than 48 hours before the start of the stay, the rental is non-refundable and 100% of the amount is retained.

The schedule and thresholds above are subject to change and are set out in the summary of your booking at the time of payment. The treatment of any service fees is specified in Article 10.

An owner may need to cancel a confirmed booking. In that case, you are fully refunded the amount you paid, with no retention charged to you.

domilinko implements reasonable rehousing assistance measures to offer you, where possible, an equivalent property available on the scheduled dates; this rebooking nonetheless remains subject to availability and is not guaranteed.

An owner's cancellation of a confirmed booking may result in penalties against the owner, a downgrade of their reliability rating and a negative impact on their listing and visibility on the platform, potentially leading to the suspension of their account in the event of repeated or abusive cancellations.

A « no-show » occurs when you fail to appear at the agreed move-in appointment, without prior cancellation, and do not respond to the owner's requests within the grace period provided for in Article 6.

In the event of a no-show, the booking is deemed cancelled at your initiative without refund, and 100% of the amount may be retained for the benefit of the owner as compensation. In this case, 100% of the rental amount is retained and no refund is due.

If you are prevented from attending, we invite you to cancel or to contact the owner and domilinko as early as possible in order to limit the financial consequences.

In the event of a late arrival at move-in, a grace period of 1 hour applies from the scheduled arrival time, during which the owner is required to wait, provided you inform them of your delay.

Beyond this grace period, and in the absence of an agreement with the owner, the booking may be treated as a no-show (Article 5) and handled as a cancellation at your initiative, without refund.

The duration of the stay is not extended as a result of your delay: the agreed move-out time remains unchanged, unless otherwise agreed with the owner.

If, at move-in, the property is not handed over (keys not handed over), is unavailable, or does not substantially match the listing (type of property, floor area, condition, equipment, habitability), you are entitled to refuse the rental and obtain a full refund of the amounts paid.

We invite you to report the situation immediately to domilinko via info@domilinko.com or +32 484 71 17 19, documenting the issue where possible (photos, check-in inventory of fixtures, exchanges with the owner), so that we can handle your request and, where applicable, take appropriate measures against the owner.

Such situations may give rise to penalties for the owner and an impact on their listing, under the conditions set out in Article 4.

Force majeure means any unforeseeable, irresistible event external to the parties that makes performance of the booking impossible, such as, in particular, a natural disaster, a decision by a public authority, damage rendering the property uninhabitable, a serious and duly substantiated medical event, or any other event of comparable seriousness.

The party invoking force majeure must inform domilinko as soon as possible and provide the appropriate supporting documents (certificate, attestation, official document).

Where force majeure is recognised by domilinko on the basis of the supporting documents, the booking may be cancelled without penalty for the party concerned and the tenant is, depending on the situation, fully refunded, without prejudice to costs actually incurred and non-recoverable.

Any refund is made via our payment provider Stripe, to the payment method used at the time of booking. No refund is made in cash or to any other payment method.

Once the cancellation has been validated and the refundable amount determined in accordance with this Policy, the refund is initiated within 14 days. The actual credit to your account then depends on the processing times of your bank or the issuer of your payment method.

The refund amount corresponds to the rental amount, reduced, where applicable, by the retentions provided for in the schedule (Article 3) and by non-refundable service fees (Article 10).

A portion of the service fees collected by domilinko may, where applicable, be non-refundable in the event of cancellation; their amount is indicated to you at the time of booking.

Whether or not these fees are refundable and their amount are clearly indicated in the summary of your booking at the time of payment. The security deposit, which is not a payment but a card hold, is never retained in the event of cancellation and is released in accordance with the General Terms and Conditions.

In the event of a disagreement over a cancellation or refund, you are invited to submit a complaint to domilinko via info@domilinko.com. We endeavour to respond within a reasonable time and to propose an amicable solution.

If no amicable solution is found, you may, in your capacity as a consumer, refer the matter to the Consumer Mediation Service (Federal Public Service Economy, Belgium) or to the European Commission's Online Dispute Resolution (ODR) platform, without prejudice to your right to bring the matter before the competent courts.

These terms are governed by Belgian law. Failing an amicable resolution, any dispute falls under the exclusive jurisdiction of the Belgian courts.

For any question relating to a cancellation or refund, you may contact the domilinko customer service by e-mail at info@domilinko.com or by telephone at +32 484 71 17 19.