Effective date: 22 October 2026
Last updated: 22 October 2026
This policy explains how cancellations and refunds work for stays booked on Apptawn (https://apptawn.com and the Apptawn mobile apps). Apptawn is an online marketplace connecting Guests with Hosts who offer short-term accommodation in Ethiopia. Online payment is not yet available on Apptawn; once launched, payments will be processed securely by our payment service providers, using the payment methods commonly used locally. This policy forms part of our Terms of Service.
1. Customer service
- Email: contact@apptawn.com
- Phone: +251 91 197 6657
- Hours: every day, 8:00–18:00 East Africa Time (EAT)
- Response time: we aim to reply to every request within one business day.
2. Cancellation by the Guest
One cancellation rule applies to every stay on Apptawn. Hosts cannot choose a different rule. All times are the local time of the property (East Africa Time), based on the check-in time shown in the booking.
- At least 24 hours before check-in: you can cancel for free and get a 100% refund, including the Apptawn service fee.
- Less than 24 hours before check-in, on the day of arrival, or if you do not arrive: the booking can no longer be cancelled or refunded.
- Apptawn service fee: refunded in full when you cancel in time. We keep no commission on a booking cancelled in time.
- Cleaning fees and any other fees are included in the 100% refund.
- No-show: if you do not arrive and did not cancel at least 24 hours before check-in, there is no refund.
- Early departure: unused nights are not refunded unless the Host agrees, or unless section 4 applies.
3. Cancellation by the Host
- If a Host cancels a confirmed booking, the Guest receives a 100% refund of all amounts paid, including the Apptawn service fee.
- Apptawn will also try to help the Guest find a similar alternative stay.
- A Host who cancels a confirmed booking pays a penalty of 10% of the booking amount, deducted from the Host’s next payouts. Before deducting it, we tell the Host the amount and the reason in writing, and the Host can contest it within 7 days. We do not charge the penalty if the Host shows a serious reason beyond their control (for example, serious damage to the property or an order from the authorities). We may also block the calendar dates or remove the listing.
4. Problems with your stay
You may be entitled to a full or partial refund if:
- the Host does not provide access to the property;
- the property is significantly different from the listing (e.g. wrong number of bedrooms, missing essential amenities, wrong location);
- the property is unsafe, seriously unclean or not habitable.
To be eligible, contact us within 24 hours of check-in (or of discovering the problem), with photos or other evidence. We ask the Host for their side and try to solve the problem. If it cannot be solved, we decide on a full or partial refund for the affected nights within 2 business days. The full process is described in section 10 of our Terms of Service.
5. Exceptional circumstances
If a stay cannot take place because of events outside the control of the Guest and the Host (for example natural disasters, serious public-safety events, government travel restrictions or official orders), we may cancel the booking and issue a full refund, even if the 24-hour deadline has passed.
6. How to request a cancellation or refund
- Online: sign in, go to Dashboard › My Bookings, select the booking and click Cancel booking. The refund amount is shown before you confirm.
- By email: write to contact@apptawn.com with the subject “Refund request – your booking number”, stating your name, booking reference, the phone number or email used for payment, and the reason for your request (attach photos if relevant).
- By phone: call +251 91 197 6657.
We aim to confirm receipt within one business day, and we give you a decision within 3 business days.
7. Refund method and timeframe
- Refunds are sent through our payment service provider to the original payment method (for example, the same mobile-money account, bank account or card used to pay). If this is not possible, we will contact you to agree on another method in your name.
- We initiate approved refunds within 3 business days.
- Depending on the payment method and your bank or wallet provider, the money usually appears within 5–10 business days after we initiate the refund.
- Refunds are made in Ethiopian birr (ETB), in the amount paid. Apptawn does not charge any fee for a refund, and payment-processing fees are not deducted from your refund: Apptawn pays them, so you get back the full amount you paid.
8. Changes to a booking
To change dates or the number of guests, send a change request through your booking or contact us. Changes depend on the Host’s approval and availability. Any price difference will be charged or refunded through the original payment method.
9. Disputes
If you disagree with a decision, you can appeal once, within 7 days, by replying to our email. A different team member reviews it and answers within 5 business days (see section 10 of our Terms of Service). You may also contact your payment provider, but please contact us first so that we can solve the issue quickly.
10. Contact
Apptawn (company registration in progress)
Email: contact@apptawn.com
Phone: +251 91 197 6657
Support hours: every day, 8:00–18:00 East Africa Time (EAT)
We aim to reply within one business day.