Refund and Cancellation Terms

1. Cancellation policy — determined by the Booking Channel

1.1. Cancellation and refund terms depend on the Channel through which the booking was made. Since the overwhelming majority of bookings with the Operator are made through third-party online platforms, each booking is governed by the cancellation policy of the platform on which the Guest made the booking, in the version in force at the time of booking.

1.2. Mapping of Booking Channels to applicable policies:

1.3. Base schedule for direct bookings (applies in the absence of agreement through a third-party Channel):

1.3.1. Retaining the cost of the first day of stay for cancellations less than 3 days before check-in constitutes compensation for the Operator’s documented actual expenses within the meaning of paragraph 1 of Article 686 of the Civil Code of the Republic of Kazakhstan, including: holding the Property for the specific Guest (refusing other potential customers for the dates in question), administrative booking processing, and pre-arrival preparation of the Property (cleaning, change of linen, inspection of building systems). Supporting documents are provided by the Operator upon reasoned request from the Guest.

1.3.2. Retention beyond the specified amount (e.g. on cancellation of a booking longer than one day of stay) is permitted only with additional documentary evidence from the Operator of actual expenses exceeding the cost of one night.

1.4. Time is calculated in the Astana time zone (UTC+5), from the check-in time (14:00) on the first day of stay.

1.5. The date of cancellation is determined by the date the Operator receives written notice of cancellation by any of the following means: email, WhatsApp, SMS, or a cancellation record in the Booking Channel.

1.6. In case of conflict between the Channel’s policy and this document, the Channel’s policy prevails, in the version in force when the Guest accepted the booking. The provisions of these Refund and Cancellation Terms apply only to the extent not in conflict with mandatory rules of the Law of the Republic of Kazakhstan «On the Protection of Consumer Rights»: the mandatory rights of a Guest-consumer are preserved regardless of these Terms or the Channel’s policy.

1.7. Short-term rental services are accommodation services. The fourteen-day consumer right of unilateral withdrawal with a refund that applies under general consumer protection rules to goods does not extend to accommodation services. Refunds on booking cancellation are governed solely by these Terms and the applicable Channel’s policy.

1.8. No-show — the Guest’s absence from the Property for more than 24 hours after the agreed check-in time without written notice from the Guest (via email, WhatsApp, SMS, or a message in the personal account on the relevant Channel) sent to the contacts specified in the booking confirmation. The party relying on the fact that notice was or was not sent bears the burden of proving that fact using the communication means agreed in the booking confirmation. When a no-show is established for a direct booking (Model A), the consequences are equated to cancellation less than 3 days before check-in: the Operator retains the equivalent of 1 (one) day of stay under section 1.3.1; retention of a larger amount is permitted only with additional documentary evidence of actual expenses under section 1.3.2. For bookings through a Channel (Model B), the rules of the relevant Channel apply. The Operator is entitled to use the Property at its discretion from the moment the booking is classified as a no-show.

1.8.1. Late arrival. A Guest’s notice of late arrival sent to the Operator before 24 hours have elapsed from the agreed check-in time, through any of the communication channels listed in section 1.8, excludes the booking from being classified as no-show. In that case the Operator holds the Property for the Guest for the entire paid booking period, unless the parties agree otherwise in writing.

2. Cancellation initiated by the Operator

2.1. In exceptional cases the Operator may be forced to cancel a confirmed booking for reasons beyond the Guest’s control:

• force majeure (see section 8.4 of the Public Offer): utility failure, fire, natural disaster, acts of state authorities;
• technical impossibility of providing the Property (unplanned repair, damage from previous guests);
• double booking (overbooking) due to a technical failure.

2.2. For direct bookings (Model A) — in the event of cancellation initiated by the Operator, the Guest receives:

• a full refund of the amount paid (100%) under section 5;
• assistance in selecting an alternative Property from among the Operator’s apartments (subject to availability) or a recommendation of partner properties;
• if no alternative is available and the parties agree, compensation for the documented difference in the cost of accommodating the Guest in a property of comparable standard operated by a different operator for the remaining period of the original booking. Compensation is paid on the basis of an invoice, receipt or contract presented by the Guest, and covers the Guest’s reasonable actual losses caused by the impossibility of providing the Property due to the Operator’s fault, in the manner provided by the Civil Code of the Republic of Kazakhstan and the Law of the Republic of Kazakhstan «On the Protection of Consumer Rights».

2.3. For bookings through a Channel (Model B), the consequences of cancellation initiated by the Operator are governed by the rules of the relevant Channel (overbooking policy, host penalties, guarantees of re-accommodation for the Guest provided by the Channel). The Operator assists the Guest in exercising rights provided by the Channel and does not bear independent obligations beyond those established by the Channel.

2.4. No additional penalties are charged to the Guest if the Operator cancels the booking.

3. Refunds for early check-out

3.1. On early check-out by the Guest for any reason not attributable to the Operator’s fault, as a general rule, no refund is made for unused days of stay.

3.2. For direct bookings (Model A), the Guest may unilaterally withdraw from the contract at any time under paragraph 1 of Article 686 of the Civil Code of the Republic of Kazakhstan (Special Part) and applicable rules of the Law of the Republic of Kazakhstan «On the Protection of Consumer Rights», compensating the Operator for actual expenses incurred in performing the Agreement. The refund amount is calculated as the cost of unused days of stay less the Operator’s documented actual expenses (in particular, booking-channel costs, cleaning, consumables, and administrative booking support). Where the Guest provides documents confirming objective circumstances of departure (medical certificate, force-majeure circumstances), the Operator applies this section in favour of the Guest.

3.3. For bookings through a Channel (Model B), the relevant Channel’s policy on early check-out and compensation for unused days of stay applies. Section 3.2 applies on a subsidiary basis — only in the absence of regulation of the relevant circumstances by the Channel’s rules.

3.4. On early check-out due to the Operator’s fault (material breach of stay conditions, failure to remedy material defects within a reasonable time after notice), the Guest has the right to a refund for unused days of stay in the manner established by the legislation of the Republic of Kazakhstan; for Model B, the refund is processed in coordination with the Channel.

4. Security deposit refund

4.1. The security deposit in the amount of 10,000 to 50,000 KZT (the exact amount is communicated to the Guest before acceptance and stated in the booking confirmation) is refunded to the Guest within 3 (three) banking days after check-out provided that:

• there is no damage to the Property or its contents;
• there is no loss of, or significant soiling of, linen, towels or accessories;
• there are no violations of stay rules causing additional Operator expenses.

4.2. The deposit is refunded by the same method it was paid (Halyk ePay or Kaspi Pay → refund to the same bank card; Kaspi transfer → refund to the same number/account; cash → cash refund on check-out; preauthorization hold → release of the hold). A full description of deposit payment and refund methods is set out in the Payment Rules, section 6.

4.3. Where damage or violations are present, the confirmed cost of restoration is withheld from the deposit, and any remainder is refunded to the Guest within the period stated. The Guest receives by email photographic evidence of damage and a calculation of restoration costs.

4.4. If the deposit was provided by way of a preauthorization hold on the Guest’s bank card, the refund is made by releasing the hold, not as a separate refund transaction. The time to release the hold is determined by the issuing bank and is typically 3 to 30 days.

4.5. If the amount of damage exceeds the deposit amount, the Guest compensates the difference within 5 (five) business days of receiving the relevant demand for payment.

5. Technical refund procedure for direct payments (Model A)

5.1. Refunds on direct payments (via Halyk ePay or Kaspi Pay) are made to the same bank card from which payment was made, in accordance with the rules of the international payment systems (Visa, Mastercard, UnionPay).

5.2. Refunds to a different card or by a different method (another account, cash) are not made.

5.3. Time for refunded funds to be credited to the Guest’s card:

• within the Republic of Kazakhstan — typically 5–10 banking days;
• for foreign-bank cards — up to 14 banking days.

5.4. The time for crediting depends on the card-issuing bank and is not controlled by the Operator. After initiating the refund, the Operator sends the Guest transaction confirmation with a reference number.

5.5. Where refund to the original card is impossible (card closed, blocked by the issuer), the refund is made to the bank details provided by the Guest after the Guest completes identification.

6. Disputes and pre-court claims procedure

6.1. The pre-trial procedure for resolving disputes relating to refunds and cancellations is mandatory under the legislation of the Republic of Kazakhstan.

6.2. The Guest sends a written claim to the Operator’s email address hello@dailyrent.kz, stating:

• the Guest’s full name and booking number;
• the date and amount of the disputed transaction;
• the substance of the demand and its grounds;
• attached documents (if any).

6.3. The Operator is required to consider the claim and send a reasoned written response with supporting documents within 10 (ten) calendar days of receiving the claim in accordance with Article 42-4 of the Law of the Republic of Kazakhstan «On the Protection of Consumer Rights». A Guest dissatisfied with the response, or who has not received a response within the specified period, may apply to the Committee for the Protection of Consumer Rights of the Ministry of Trade and Integration of the Republic of Kazakhstan (through the e-tutynushy.kz or eotinish.kz service).

6.4. If agreement is not reached through the pre-trial procedure, the dispute is subject to consideration by a court under the civil procedure legislation of the Republic of Kazakhstan. A Guest who is a consumer within the meaning of the Law of the Republic of Kazakhstan «On the Protection of Consumer Rights» may apply to a court, at the Guest’s choice: at their place of residence, at the Operator’s location (Astana), or at the place where the contract was concluded or performed. For bookings through a Channel, the dispute-resolution mechanism of the relevant platform also applies.

6.5. A Guest who is a consumer within the meaning of the Law of the Republic of Kazakhstan «On the Protection of Consumer Rights» retains all rights granted by that Law, regardless of these Terms.

7. Contacts for cancellation and refund matters

• Email: hello@dailyrent.kz
• Phone / WhatsApp: +7 (776) 131-17-17 and +7 (775) 807-44-51 (both numbers also available on WhatsApp)
• Hours: around the clock, every day

Full Operator details are available on the Details page.

The legally binding version of these Terms is the Russian version. This English translation is provided for informational purposes only. In case of any discrepancy between this translation and the Russian original, the Russian original prevails.