Wanluv Refund & Rebooking Policy

Applies to: all reservations and orders made on wanluv.com or app.wanluv.com on or after the Effective Date.

Wanluv is operated by PNG EduTech Limited (IPA 1-131147376), trading as Wanluv, of Port Moresby, Papua New Guinea ("Wanluv", "we", "us"). All amounts are in Papua New Guinea Kina (PGK) unless stated otherwise.

This Policy explains when guests and customers may be eligible for a refund or rebooking help, how to ask for one, and what it means for hosts and providers. It sits alongside our Cancellation Policies, Delivery Policy and Terms of Service. Where this Policy applies, it takes precedence over the cancellation policy attached to the individual reservation.

1. Which part of this Policy applies to you

Part D (general terms) applies to everything.

Part A — Rebooking and Refund Policy for Stays

A1. If a host cancels before check-in

If a host cancels a confirmed reservation before check-in, the guest is entitled to a full refund of the amount paid, including taxes and Wanluv service fees. Where possible, Wanluv will also help the guest find a comparable place at comparable pricing, subject to availability.

Wanluv will generally offer the guest Wanluv Credit equal to the amount paid so they can rebook immediately. A guest can always ask for a refund to their original payment method instead. If Wanluv Credit issued under this section is unused after 72 hours, it is automatically refunded to the original payment method.

A2. If a Reservation Issue disrupts a stay

If we determine that a Reservation Issue has disrupted a guest's stay, we will give the guest a full or partial refund, or help the guest find a comparable place, depending on availability at comparable pricing. How much we refund, or what rebooking help we provide, depends on the severity of the Reservation Issue, its impact on the guest, the portion of the stay affected, whether the guest moved out, other mitigating factors, and the strength of the evidence provided.

A3. What counts as a Reservation Issue

A "Reservation Issue" is any of the following:

• The host cancels the reservation before check-in.
• The host fails to give the guest access to the accommodation (for example, no one meets the guest, keys are not provided, or the Key Drop fails).
• The accommodation is not habitable at check-in, including because it is not reasonably clean and sanitary, or it contains safety or health hazards (exposed wiring, no running water, no working sanitation, structural danger, or a security situation the host failed to disclose).
• The accommodation is significantly different from what was advertised, including:
  • inaccurate space type (entire place, private room or shared room);
  • inaccurate type or number of rooms (bedrooms, bathrooms, kitchens);
  • inaccurate location (for example, a listing shown in Boroko that is actually in a different suburb);
  • the listing failed to disclose that the host, another person or a pet will be present during the stay;
  • a special amenity or feature advertised in the listing is missing or does not work (for example, air-conditioning, generator or backup power, water tank, security fencing, Wi-Fi/Starlink, pool, or a major appliance).

A4. How to request rebooking help or a refund

The guest who made the reservation must contact their host or contact Wanluv Support within 72 hours of discovering the Reservation Issue. Requests should be supported by relevant evidence such as photographs, videos, Wanluv message history, or confirmation of the conditions by the host. We use this evidence to decide whether a Reservation Issue occurred.

Whenever feasible, the guest must first notify the host and try to resolve the issue directly. Guests can request money from a host through the Wanluv Resolution Centre in the app. If the guest and host cannot agree, the guest can ask Wanluv to step in from the same request.

If a guest shows that reporting within 72 hours was not feasible (for example, no mobile coverage or data at the listing location), we may allow late reporting.

A5. How this affects hosts

If a host cancels or is responsible for another Reservation Issue, the host will receive no payout or will have their payout reduced by the amount refunded to the guest. Where the host has already been paid, Wanluv may recover the amount from the host's next payout(s) under the Terms of Service.

In most cases we will try to confirm the guest's report with the host before deciding. Hosts can dispute a reported Reservation Issue by contacting Wanluv Support or replying to our message.

Part B — Refund Policy for Experiences, Transport, Key Drops & Extra Services

B1. Refund eligibility

If a guest's experience, ride or service is disrupted by a Covered Issue, the guest is eligible for a full or partial refund. A "Covered Issue" is any of the following:

• The host, guide, driver or provider ("provider") cancels, unless the cancellation is caused by a disruption from the guest (for example, the guest refuses to follow safety instructions, is intoxicated, or is more than 15 minutes late to the pick-up or meeting point).
• The provider is more than 15 minutes late to the agreed start time or pick-up, or does not arrive at all.
• The delivered experience, ride or service differs substantially from what was advertised or agreed (for example, an inaccurate meeting or pick-up location, a different vehicle class from the one booked, a tour that skips the key sites listed, or a meal that does not match the advertised menu).
• The provider is not prepared to deliver the service (for example, an unsafe or unroadworthy vehicle, an unsuitable venue, missing essential equipment, or a Key Drop where the keys are wrong or unavailable).
• The provider damages a venue, vehicle or property provided by the guest.

B2. Refund requests

If a provider cancels, the guest automatically receives a full refund, unless the cancellation was caused by the guest's own disruption.

For any other Covered Issue, the guest should, whenever feasible, try to resolve it directly with the provider using the Wanluv Resolution Centre. For anything not resolved with the provider, the guest who made the booking may submit a request to Wanluv Support within 72 hours of the Covered Issue occurring, supported by evidence such as photographs, screenshots of messages, receipts, or location data. If a guest shows that reporting within 72 hours was not feasible, we may allow late reporting.

B3. Refund amounts

If a provider cancels for any reason other than a guest-caused disruption, the guest receives a full refund automatically. For any other Covered Issue we decide the refund amount based on the severity of the issue and the extent of its impact on the guest. If the provider has already given a partial refund, we may reduce any further refund by that amount.

B4. Effect on providers

In most circumstances we will attempt to confirm a guest's report with the provider. Providers can dispute a Covered Issue by contacting Wanluv Support or replying to our correspondence. A provider who cancels or is responsible for a Covered Issue may receive no payout, or a payout reduced by the amount refunded to the guest.

B5. Transport-specific notes

• Fares shown at booking are estimates where the listing says so; the final fare may vary with the actual route, waiting time or tolls, and that variance alone is not a Covered Issue.
• Waiting time: a driver will wait 10 minutes at the pick-up point. After that the driver may leave and the ride is treated as a guest no-show under the Cancellation Policies.
• Safety concerns during a ride should be reported to Wanluv Support immediately and, where appropriate, to the Royal Papua New Guinea Constabulary.

B6. Key Drop-specific notes

A failed Key Drop that prevents a guest from accessing a Wanluv stay is treated as a Reservation Issue under Part A for the stay, in addition to being a Covered Issue for the Key Drop service fee.

Part C — Refund Policy for the Wanluv Shop

C1. When you can get a refund

You are eligible for a refund, replacement or store credit if:

• the item you received is faulty, damaged on arrival, or does not do what it was advertised to do;
• the item is significantly different from its description or photos (wrong item, wrong size or colour where you selected correctly, missing parts);
• the item was not delivered within the delivery window in our Delivery Policy and is not delivered within 7 days after that window closes.

These rights are in addition to any consumer guarantees under Papua New Guinea law, including the Goods Act and the Independent Consumer and Competition Commission Act 2002, which cannot be excluded.

C2. Change of mind

Change-of-mind returns are accepted at the seller's discretion only. Where accepted, the item must be unused, in original packaging, and returned within 7 days of delivery; return shipping is at the customer's cost and the refund may exclude the original delivery fee.

C3. Items we cannot refund

Perishable food, personalised or made-to-order items, sealed hygiene products that have been opened, and digital vouchers that have been redeemed, unless faulty.

C4. How to request a Shop refund

Contact the seller through the order page or Wanluv Support within 7 days of delivery (or of the missed delivery window), with your order number and photos of the item and packaging. Refunds for approved Shop claims are made to the original payment method, or as Wanluv Credit if you prefer.

Part D — General

D1. How and when refunds are paid

Approved refunds are returned to the original payment method. Card refunds processed through our payment gateway (Kina Bank IPG) usually appear within 5–10 business days, depending on your bank. Where a refund to the original method is not possible, we will contact you to arrange a bank transfer to a PNG bank account. Guests may choose Wanluv Credit instead of a cash refund; Wanluv Credit is applied to your account within 24 hours and is valid for 12 months.

Coupons and promotional codes are non-refundable. If you cancel a booking that used a coupon, the coupon cannot be reused. Refunds of Wanluv Credit are subject to the applicable cancellation policy and are returned as Wanluv Credit.

D2. Resolution Centre time limit

Guests and hosts/providers have up to 60 days after check-out, the end of the service, or delivery to open a Resolution Centre request. Once money is sent through the Resolution Centre, that transaction is final.

D3. Issues caused by the guest

Reservation Issues or Covered Issues caused by the requesting guest, their co-travellers, invitees or pets are not covered by this Policy.

D4. Fraud

Submitting a false or fraudulent request violates our Terms of Service and may result in account termination and, where appropriate, referral to the authorities.

D5. Other things to be aware of

• This Policy is applicable to the maximum extent permitted by law, including laws that imply guarantees that cannot be excluded.
• As part of rebooking assistance we may, but are not obliged to, pay for or contribute to the cost of new accommodation or an alternative service.
• Our decisions under this Policy are binding on the Wanluv platform but do not affect any other contractual or statutory rights you may have, and do not affect your right to take legal action.
• This Policy is not insurance and no premium has been paid by any guest, host or provider. We recommend that travellers arrange their own travel insurance.
• All rights and obligations under this Policy are personal to the booking guest and the host/provider of the reservation and may not be transferred or assigned.
• Changes to this Policy will be made in accordance with our Terms of Service and posted on this page with a new Effective Date.

D6. Contact

Wanluv Support — support@wanluv.com · Phone/WhatsApp: +675 70659262 · in-app Help → Contact us · PNG EduTech Limited, Port Moresby, National Capital District, Papua New Guinea.