Hello, this is the Enkostay Operations Team.
We would like to guide you through the eligible reasons for refunds, the processing schedules, and important notices regarding the refund procedure on Enkostay.
Since the reflecting period may vary depending on the payment network, please read the details below carefully.
1. 5 Primary Reasons for a Refund
Refunds are processed on Enkostay under the following specific circumstances and applicable policies:
Rejection by Host: When a contract request is declined by the host after submission. (Full Refund)
Automatic Expiration: When a contract request is automatically canceled by the system because the host fails to approve it within 24 hours. (Full Refund)
Self-Cancellation: When you cancel the contract yourself using the 'Cancel Contract' feature within Enkostay. (Refund amount varies based on the cancellation timing policy)
Early Move-Out: When a refund is required for the unstayed period due to mid-term termination. (Subject to early move-out terms and conditions)
Mutual Agreement with Host: When a refund is mutually agreed upon with the host due to dispute resolution, discounts, or contract changes before move-in. (The refund amount will be processed based on the final agreement)
2. Refund Processing & Bank Reflection Timeline (International Payments)
Instant Processing: Refunds triggered by host rejections, automatic system expirations, or self-cancellations via the platform feature are processed instantly by the system at the exact time of the event.
Manual Review Required: Refund cases that require manual database adjustments by the operations team—such as early move-outs or special host agreements—may take approx. 1 business day to be updated in the system after the review of the terms is completed.
🌐 International Card & Bank Account Reflection Period (Must Read) Once Enkostay completes the refund process in our system, all actions on our end are finalized. However, due to the nature of international credit cards and banking systems, it takes time for global payment networks (card brands, issuing banks, etc.) to clear the transaction. Therefore, it may take about 7 to 10 business days for the funds to actually appear in your account or for the card authorization to be reversed.
3. Checking Refund Receipts & What to Do in Case of Delays
Issuance of Refund Receipt: As soon as the refund is executed on our end, our official payment gateway, Toss Payments, will automatically send a refund receipt to the email address linked to your payment method.
Email Troubleshooting: If you cannot find the receipt from Toss Payments in your primary inbox, please check your Spam or Trash folder, as it might have been filtered automatically by your email provider.
If the Refund is Delayed: If you have received the receipt but the funds are still not credited even after 10 business days, please contact your credit card company or bank directly with the receipt for the fastest and most accurate assistance.
📧 Support & Inquiries
If you need further assistance regarding your refund or have questions about the calculation, please feel free to contact the Enkostay Customer Center (stay_support@enko.kr) at any time.