Stays Policy & Terms

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These Stays Policy & Terms apply to Arrivvi Stays bookings made through the Arrivvi website or mobile apps. They supplement Arrivvi’s general Terms of Service, Privacy Policy, and Refund Policy. By submitting a stay booking request, you agree to this policy.

Last updated: 12 August 2026

1. What Arrivvi Stays is

Arrivvi Stays is a request-to-book accommodation channel. Arrivvi connects guests with independent accommodation providers (“properties” / “hosts”). Arrivvi is not the hotel, lodge, or property owner and does not itself provide lodging, unless expressly stated otherwise.

A booking request on Arrivvi is not a confirmed reservation until:

  • the guest successfully pays the required commitment fee; and
  • the property confirms the request within the confirmation window.

Until both steps are complete, inventory may change and the stay is not guaranteed.

2. 10% refundable commitment fee

To submit a booking request, guests must pay a 10% refundable commitment fee calculated on the room subtotal for the selected dates (before any remaining amount payable at the property).

This fee exists to confirm that the guest is serious about the reservation and to reduce fake or junk requests. It is a booking commitment fee, not an arbitrary Arrivvi penalty separate from the stay.

  • Charged when: the guest submits the booking request (card or Arrivvi wallet).
  • Held by Arrivvi’s payment flow: funds are recorded against the booking and are not released to the property as a final settlement until check-in settlement rules are met.
  • Remaining balance: the guest pays the remaining accommodation amount at the property according to the property’s own payment rules, unless Arrivvi later offers full in-app collection for that booking.

3. What happens to the commitment fee

Subject to applicable law and verified payment status:

  • Property confirms and guest checks in: the commitment fee is credited toward the booking. Arrivvi may settle the host’s net share of the fee according to Arrivvi’s settlement rules after check-in.
  • Property declines the request: the commitment fee is fully refunded to the original payment method / wallet.
  • Property does not confirm within the confirmation window: the request expires / is treated as declined and the commitment fee is fully refunded.
  • Guest cancels before property confirmation: the commitment fee is fully refunded.
  • Property cancels after confirmation: the commitment fee is fully refunded, unless a different remedy is agreed in writing for that dispute.
  • Guest cancels after confirmation within the property’s free-cancellation window: the commitment fee is fully refunded. Each property sets how many days before check-in free cancellation applies (for example 1–30 days). That number is shown on the listing and snapshotted onto the booking when the deposit is paid.
  • Guest cancels after confirmation outside the free-cancellation window (or when the property sets 0 free-cancellation days): the commitment fee may be retained as a cancellation / commitment charge under Arrivvi’s stay rules and the property’s stated policy.
  • No-show (confirmed booking; guest does not arrive): the commitment fee may be retained as a no-show charge in accordance with these terms and the property’s booking / cancellation policy.

Arrivvi may require reasonable evidence from guests or hosts before releasing, retaining, or refunding funds in disputed cases.

3A. Property free-cancellation days

Each property must tell Arrivvi how many calendar days before check-in a guest may cancel a confirmed booking and still receive a full commitment-fee refund (0–30 days). Arrivvi enforces that number when a guest cancels.

  • 0 days: after confirmation, guest cancellation retains the commitment fee (subject to law and dispute review).
  • N days (1–30): if the guest cancels when there are still at least N calendar days until check-in (Africa/Johannesburg date), Arrivvi refunds the commitment fee automatically.

The free-cancellation setting shown at booking time is saved on the booking so later changes to the listing do not change that booking’s refund rule.

4. Confirmation window

After a paid request is submitted, the property generally has a limited time to confirm (default: 24 hours, unless Arrivvi platform settings specify otherwise). If the property does not confirm in time, Arrivvi may automatically expire the request and refund the commitment fee.

Confirmation by the property creates a confirmed Arrivvi stay booking for operational purposes. It does not transfer ownership of funds to the property until settlement conditions are met.

5. Check-in, check-out, and settlement

  • Check-in and check-out are performed by the property through Arrivvi tools (or Arrivvi admin exception handling).
  • Guest app confirmation of check-in is optional and not required for ordinary settlement.
  • When the property marks a booking as checked in, Arrivvi may trigger automatic settlement of the commitment fee: platform commission is deducted and the host net amount becomes payable under Arrivvi’s accommodation ledger / withdrawal process.
  • Manual settlement, refunds, or holds may be used for disputes, suspected fraud, failed payments, account suspension, unusually high-value bookings, or operational exceptions.

Arrivvi does not guarantee same-day bank payout timing. Host withdrawals are processed according to Arrivvi’s payout procedures.

6. Guest responsibilities

  • Provide accurate guest details, dates, and contact information.
  • Ensure the payment method used for the commitment fee is valid and authorised.
  • Arrive on the confirmed check-in date, or cancel according to these terms before no-show rules apply.
  • Pay any remaining balance and comply with the property’s house rules, ID / verification requirements, and local law.
  • Not submit fake, duplicate, abusive, or speculative requests.

7. Property / host responsibilities

  • Keep availability, pricing, and room details reasonably accurate.
  • Respond to requests in good faith within the confirmation window.
  • Only confirm bookings that can be honoured.
  • Mark check-in / no-show / check-out accurately. False check-ins or abusive retention claims may lead to reversal, account suspension, or legal action.
  • Honour confirmed Arrivvi bookings and apply any remaining stay payments and property policies fairly.

8. Inventory and overbooking

Properties may also sell rooms through other channels (their own website, OTAs, walk-ins, etc.). Arrivvi uses booking status and available unit counts to reduce double-selling, but real-time multi-channel inventory sync is not guaranteed in all cases.

If a confirmed Arrivvi booking cannot be honoured because of an inventory error:

  • the property must notify Arrivvi and the guest promptly;
  • the commitment fee must be refunded unless an equivalent alternative is accepted by the guest; and
  • Arrivvi may take operational action against the property account for repeated failures.

9. Refunds and payment failures

Refunds of commitment fees are processed to the original card via Paystack and/or credited back to the Arrivvi wallet, depending on how the fee was paid. Bank or card issuer timelines may cause a delay before funds appear.

If a charge succeeds but booking creation fails, Arrivvi will attempt an automatic refund. If a refund appears missing, contact support with the booking reference / payment reference.

Arrivvi is not responsible for card issuer fees, FX differences, or delays outside Arrivvi’s control.

10. Disputes

For disputes about confirmation, no-show, check-in, cancellations, or refunds:

  1. Contact Arrivvi support promptly with booking ID, property name, dates, and evidence (receipts, messages, photos where relevant).
  2. Arrivvi may pause settlement or withdrawals related to the booking while investigating.
  3. Arrivvi may decide, acting reasonably, whether to refund, retain, reverse a settlement, or require the parties to resolve remaining lodging issues directly where Arrivvi is only the booking channel.

Chargebacks or payment disputes opened with a bank/card issuer may result in temporary holds on related accounts while Arrivvi responds.

11. Platform fees and host earnings

Arrivvi may earn a platform commission from stay bookings. Guest checkout shows the commitment fee and remaining amount at the property; internal platform commission is an Arrivvi–host commercial matter and may not appear as a separate guest line item.

Host earnings shown in Arrivvi tools are ledger balances subject to settlement, refunds, chargebacks, and compliance holds.

12. Limitation of Arrivvi’s role

To the fullest extent permitted by law, Arrivvi is not liable for:

  • the quality, safety, cleanliness, legality, or condition of accommodation;
  • acts or omissions of guests or hosts;
  • personal injury, property damage, or losses arising at the property;
  • third-party channel inventory conflicts beyond Arrivvi’s reasonable control; or
  • indirect or consequential losses.

Arrivvi’s total liability related to a stay booking is limited to the commitment fee amount actually paid to Arrivvi for that booking, except where liability cannot be limited by law.

13. Changes to this policy

Arrivvi may update these Stays Policy & Terms to reflect product, legal, or operational changes. The version published on this page applies to new booking requests made after the update. Material changes may also be communicated in-app or by email where appropriate.

14. Contact

For stays booking, refund, or dispute support:

Email: info@arrivvi.co.za
Web: Contact Arrivvi

Include your booking reference, property name, and dates so we can assist quickly.