Cancellation and Refund Policy

Introduction

GÜÜR is designed to help Hosts and Guests efficiently and conveniently complete Bookings. Every Booking represents a Host's commitment to make a Space available to a Guest at the agreed time and on the agreed terms. When Guests cancel Bookings, a Host's ability to re-Book that Space during the same period becomes increasingly difficult, as other interested Guests may have already made alternative arrangements. When Hosts cancel Bookings, Guests' Events and plans can be severely disrupted and may require significant logistical support from GÜÜR.

Nonetheless, GÜÜR recognises that plans may change, and that Guests or Hosts may on occasion need to cancel a confirmed Booking. This Cancellation Policy applies to all cancellations and refunds processed through the Platform, including the issuance of GÜÜR Credit. Both Guests and Hosts are subject to and must comply with this Cancellation Policy when cancelling a Booking.

Amendments to this Cancellation Policy

GÜÜR reserves the right to amend this Cancellation Policy at any time and for any reason, by posting an updated version on the Platform or notifying you by email to the address registered with your Account, in accordance with the GÜÜR Services Agreement and applicable Mongolian law, including the Civil Code of Mongolia and the Law of Mongolia on Consumer Protection (2011).

In the event of any conflict between this Cancellation Policy and the GÜÜR Services Agreement, the GÜÜR Services Agreement takes precedence. The cancellation terms applicable to any Booking are those in effect at the time the Booking is confirmed, or at the time of any subsequent amendment to that Booking agreed between the parties.

Grace Period

All Bookings are subject to GÜÜR's Grace Period policy. Under the Grace Period, a Guest is entitled to a full refund of the Booking Price, Add-Ons, and Cleaning Fee (the GÜÜR Guest Fee remains non-refundable) — issued to the original form of payment or as GÜÜR Credit, being a tögrög-for-tögrög credit applicable toward a future Booking on the Platform (“GÜÜR Credit”) — for any Booking cancelled within 24 hours of receipt of a Booking Confirmation, provided that the cancellation is made no later than 48 hours prior to the Event start time.

GÜÜR shall have final say in any dispute between Hosts and Guests regarding the application of this Cancellation Policy, subject to the Dispute Resolution Process set out in the GÜÜR Services Agreement and the rights of Users to seek resolution through the competent courts of Mongolia or, where applicable, through the Agency for Fair Competition and Consumer Protection of Mongolia (AFCCP).

Cancellation Policy Options for Bookings

Every Space is different, and a single cancellation policy does not suit all Booking circumstances. GÜÜR provides Hosts with four cancellation policy options so each Host may select the option that best reflects the nature of their Space and business. Hosts must select one of the four policies below when creating or editing their Listing. The applicable cancellation policy will be clearly displayed on the Listing page prior to the confirmation of any Booking.

Quick comparison

All refunds under this Section are issued to the original form of payment or as GÜÜR Credit, at the Guest's election, unless otherwise stated. The GÜÜR Guest Fee (a 5% processing fee) is non-refundable in all cases, including under the Grace Period; the windows above refer to the Booking Price, Add-Ons, and Cleaning Fee.

Option 1 — Very Flexible

Guests may cancel up to 24 hours before the Event start time and receive a full refund of the Booking Price, Add-Ons, and Cleaning Fee (the GÜÜR Guest Fee is non-refundable), to the original form of payment or as GÜÜR Credit. Cancellations submitted less than 24 hours before the Event start time are not eligible for a refund.

Option 2 — Flexible

Guests may cancel up to 7 days before the Event start time and receive a full refund of the Booking Price, Add-Ons, and Cleaning Fee (the GÜÜR Guest Fee is non-refundable). Guests who cancel between 7 days and 24 hours before the Event start time are entitled to a 50% refund of the Booking Price, excluding Fees. Cancellations less than 24 hours before are not eligible for a refund.

Option 3 — Standard 30 Day

Guests may cancel up to 30 days before the Event start time and receive a full refund of the Booking Price, Add-Ons, and Cleaning Fee (the GÜÜR Guest Fee is non-refundable). Guests who cancel between 30 days and 7 days before the Event start time are entitled to a 50% refund of the Booking Price, excluding Fees. Cancellations less than 7 days before are not eligible for a refund.

Bookings made within 30 days of the Event start time are only eligible for a 50% refund (excluding Fees) if cancelled 7 or more days before the Event start time. Bookings made within 30 days and cancelled less than 7 days before are not eligible for a refund.

Option 4 — Standard 90 Day

Guests may cancel up to 90 days before the Event start time and receive a full refund of the Booking Price, Add-Ons, and Cleaning Fee (the GÜÜR Guest Fee is non-refundable). Guests who cancel between 90 days and 14 days before the Event start time are entitled to a 50% refund of the Booking Price, excluding Fees. Cancellations less than 14 days before are not eligible for a refund.

Bookings made within 90 days of the Event start time are only eligible for a 50% refund (excluding Fees) if cancelled 14 or more days before the Event start time. Bookings made within 90 days and cancelled less than 14 days before are not eligible for a refund.

Cancellations of Bookings Using Split Payment

GÜÜR may offer a split payment feature allowing Guests to pay for a Booking in two installments (“Pay Part Now, Part Later”). Where a Guest elects to use this feature and GÜÜR is unable to process the second instalment payment for any reason — including insufficient funds, an expired payment method, or a failed transaction — the Booking and all future scheduled charges, including the outstanding instalment, will be automatically cancelled.

Any refund applicable upon such cancellation will be calculated based on the total Booking Price and the cancellation policy applicable to that Booking. The refund may be issued through the cancellation of future scheduled charges that would otherwise have been owed, and/or a partial or full refund of any previously paid installment, as applicable.

Nothing in this Section limits any mandatory rights available to consumers under the Law of Mongolia on Consumer Protection (2011) in connection with failed payment processing or service cancellation.

Cancellation Process and Confirmation

A Booking is only officially cancelled once the Guest has received confirmation of the cancellation from GÜÜR via App notification or email to the address registered with the Guest's Account.

Payment Dispute Process

In the event of a payment dispute — including any chargeback or reversal initiated through a Guest's bank, payment card provider, or mobile payment service — that GÜÜR determines in its reasonable discretion to be valid, the relevant User's Account will be suspended from the Platform until the dispute is fully resolved either with GÜÜR or the applicable payment provider.

Payment disputes should in the first instance be raised through the Dispute Resolution Process set out in the GÜÜR Services Agreement. Where a User initiates a payment dispute directly with their payment provider without first pursuing resolution through the Platform, GÜÜR reserves the right to treat this as a breach of the Agreement.

Host Payouts

Host payouts following a cancellation vary depending on the cancellation policy applicable to the Booking and the circumstances of the cancellation. Where GÜÜR determines, in its sole discretion and in accordance with the applicable cancellation policy, that a Guest is entitled to a refund, the Host payout is calculated as follows:

• Starting from the subtotal price of the Booking, which includes the Booking Price and any Host Add-On Fees;
• Deducting any applicable GÜÜR Service Fees or Concierge Services Fees; and
• Reducing that amount by the refund percentage specified in the applicable cancellation policy.

Cleaning Fees refunded to Guests will not form part of the Host payout. Payouts to Hosts are typically processed within 3 to 7 business days following confirmed cancellation via App notification or email communication. GÜÜR processes Host payouts in Mongolian Tögrög (MNT) in accordance with the payment terms set out in the GÜÜR Services Agreement.

Taxes

GÜÜR will refund any taxes collected by GÜÜR that are directly attributable to amounts refunded to Guests. Any taxes payable on the non-refundable portion of a cancelled Booking will be remitted to the relevant Mongolian tax authority in accordance with applicable Mongolian tax law, including the Law of Mongolia on Value Added Tax (НӨАТ) and the Law on Corporate Income Tax or Law on Personal Income Tax, as applicable to the Host.

Hosts are solely responsible for their own tax obligations arising from Booking income, including any obligation to account for and pay taxes on amounts received prior to cancellation. GÜÜR's remittance of taxes does not constitute tax advice and Hosts should seek independent professional advice regarding their tax position.

Cleaning Fees

Cleaning Fees are fully refunded to Guests — to the original form of payment or as GÜÜR Credit, at the Guest's election — where cancellation of the Booking is confirmed before the Guest has taken possession of or accessed the Space. Where a Guest has already accessed the Space at the time of cancellation, the Host's standard Cleaning Fee terms will apply.

Host Add-Ons

Host Add-Ons, excluding food and beverage services, are subject to the same cancellation policy as the Space to which they relate. Cancellations of food and beverage Host Add-Ons are subject to the specific cancellation terms set by the Host at the time of confirmation of the Add-On, which will be clearly disclosed to the Guest prior to confirmation of the Booking.

Multi-Day Bookings

For multi-day Bookings and Bookings comprising non-consecutive days, the cancellation deadline specified in the applicable cancellation policy shall apply separately to the Event start time of each individual day on which the Space is Booked. Guests wishing to cancel one or more days of a multi-day Booking must do so in accordance with the applicable cancellation deadline for each relevant day.

Calculating Cancellation Deadlines

All cancellation periods and deadlines under this Cancellation Policy are calculated based on the local time of the Space at the time of the relevant Event. For all Spaces located in Ulaanbaatar and across Mongolia, this means Ulaanbaatar Standard Time (UTC+8), which applies uniformly across Mongolia. Guests booking Spaces from outside Mongolia should account for the time difference when calculating applicable cancellation deadlines.

Cancelling Vendor Services

Vendor cancellation policies vary by Vendor and will be clearly disclosed to Guests prior to the confirmation of any Booking of Vendor Services. Where a Vendor does not provide a specific cancellation policy prior to Booking, the cancellation policy selected by the Host for the relevant Space will apply. GÜÜR Service Fees and Concierge Services Fees are not refundable for Guest-initiated cancellations of Vendor Services.

Cancellations by Hosts or Vendors

Where a Host or Vendor initiates a cancellation of a confirmed Booking, the Guest is entitled to a full refund of all amounts paid, including all Fees. The Guest may elect to receive the refund to the original form of payment or as GÜÜR Credit. The Host or Vendor responsible for the cancellation will be liable for any losses incurred by GÜÜR or the Guest arising from that cancellation, and all scheduled payouts for the relevant Booking will be cancelled.

In addition, GÜÜR may issue Fines to the cancelling Host or Vendor in accordance with the Unexcused Host Cancellations section and Section 1.1(g) (Late Payment) of the GSA. GÜÜR may either deduct or debit any such Fines from amounts that would otherwise be payable to the Host or Vendor, or invoice those Fines to be paid within seven (7) days of the date of invoice.

Unexcused Host Cancellations

A Host who cancels a confirmed Booking without an excused basis under the Excused Cancellations section (an “Unexcused Cancellation”) may be subject to any or all of the following consequences:

• Liability for displacement costs reasonably incurred by the affected Guest as a direct result of the cancellation;
• A Fine of the greater of MNT 350,000 (approximately USD 100 at the prevailing Bank of Mongolia exchange rate at the time of cancellation) or 30% of the total Booking Price;
• Delisting of the Host's Space from the Platform where the Host cancels multiple Bookings within any six-month period;
• Suspension or permanent termination of the Host's Account; and/or
• Loss of any earned Platform status designations — including any “Power Host” designation or Instant Booking eligibility — and all associated benefits, for a period of up to six months.

GÜÜR reserves the right to recover any Fines imposed under this Section by deducting the relevant amount from future payouts owing to the Host or by issuing a formal invoice payable within seven (7) days, consistent with GÜÜR's rights under the GÜÜR Services Agreement.

Excused Cancellations

Notwithstanding any other provision of this Cancellation Policy, GÜÜR may permit a Host or Guest to cancel a confirmed Booking on the basis of extenuating circumstances that arise after the Booking has been confirmed and with minimal notice prior to the scheduled Event (an “Excused Cancellation”). GÜÜR may require the relevant Host or Guest to provide supporting evidence before approving an Excused Cancellation.

Where an Excused Cancellation is approved, the Guest receives a full refund of all Fees paid, or GÜÜR Credit where applicable, and no Fines or Host Penalties will be applied.

Qualifying circumstances

• Unexpected death or serious illness of a Host, Guest, or immediate family member of either party;
• Serious injury that directly prevents a Guest from travelling to the Space or a Host from making the Space available;
• Natural disasters, severe weather events, or dzud conditions that trigger a state of emergency declared by the Government of Mongolia or the relevant Aimag or District Governor, and that directly impact the use of the Space or the Guest's ability to travel to the Space;
• Urgent travel restrictions, border closures, or severe security advisories issued after the time of Booking by a competent Mongolian government authority or international body;
• Severe property damage or unforeseen maintenance issues that directly impact the safe use of the Space;
• A Guest-initiated cancellation that is processed and confirmed by the Host; or
• A legal injunction, government order, or utility restriction issued by a competent Mongolian authority that directly restricts access to or use of the Space, excluding any order arising from the Host's unlawful Listing of the Space.

GÜÜR-Initiated Cancellations

GÜÜR may, in its sole discretion, determine that it is necessary or appropriate to cancel a confirmed Booking at any time prior to the Event start time. Where GÜÜR initiates a cancellation, any refunds or payouts will vary depending on the circumstances that prompted the cancellation. Neither GÜÜR nor any other party to the cancelled Booking shall have any liability or obligation arising solely from a GÜÜR-initiated cancellation.

Circumstances in which GÜÜR may initiate a cancellation

• An Excused Cancellation;
• The removal of a Host or Space from the Platform prior to the Event start time;
• Any actual or suspected illegal or unauthorised activity in connection with a Booking or Space, including any violation of applicable Mongolian law;
• A risk of harm or safety concern affecting Guests, Attendees, the Host, or the Space;
• A failure by the Host to provide proof of required insurance, including event or production insurance, when requested by GÜÜR;
• Any violation of the GÜÜR Community Guidelines; or
• Any other circumstance that GÜÜR reasonably determines warrants cancellation in the interests of the safety, integrity, or proper operation of the Platform.

GÜÜR Credit Terms

In certain circumstances — including Excused Cancellations and GÜÜR-initiated Cancellations — GÜÜR may issue a Guest a tögrög-for-tögrög credit applicable toward future use of the Platform (“GÜÜR Credit”). Guests may also elect to receive GÜÜR Credit as a substitute for any monetary refund that would otherwise be owed to them. GÜÜR Credit may be applied toward future Bookings, Vendor Services, Host Services, and Additional Fees including overtime charges and dispute claims. Hosts will be compensated for completed Bookings made using GÜÜR Credit on the same terms as all other Bookings.

Terms applicable to all GÜÜR Credit

• GÜÜR Credit appears in the Guest's Account and may only be redeemed through the Platform at checkout;
• Any amount owing at checkout in excess of the available GÜÜR Credit must be paid via another payment method accepted by GÜÜR;
• Where the checkout amount is less than the GÜÜR Credit applied, the unused balance remains in the Guest's Account for future use;
• GÜÜR Credit does not expire;
• GÜÜR Credit is non-refundable, non-transferable, and may not be sold, exchanged for monetary value, or reloaded;
• GÜÜR Credit may not be purchased directly;
• GÜÜR Credit may not be redeemed for cash, except where required by applicable Mongolian law, including any mandatory consumer protection provision under the Law of Mongolia on Consumer Protection (2011); and
• This GÜÜR Credit arrangement is governed by the laws of Mongolia, including the Civil Code of Mongolia and the Law of Mongolia on Consumer Protection (2011).

Order of Refund Payments Where GÜÜR Credit Was Used

Where a Booking is made using GÜÜR Credit, any applicable refund will be issued solely as GÜÜR Credit up to the amount of GÜÜR Credit originally applied to that Booking.

Where a Booking is made using both GÜÜR Credit and another payment method, and that Booking is eligible for a refund, the refund will be issued in the following order:

1. First, as GÜÜR Credit, up to the amount of GÜÜR Credit applied to the Booking; and
2. Second, any remaining refund amount to the original form of payment, unless the Guest elects to receive that remaining amount as GÜÜR Credit instead.

Rescheduled Bookings

Where approved by GÜÜR, a Guest or Host may have the opportunity to reschedule a confirmed Booking. Any rescheduled Booking must be:

• Approved by both the Guest and the Host; and
• Agreed upon by both parties through GÜÜR Platform messaging prior to the original Event start time, consistent with Section 3.2(a) of the GÜÜR Services Agreement.

Where a Booking is rescheduled, the cancellation policy applicable to that Booking will be updated and calculated from the rescheduled Event start time. However, if a rescheduled Booking is subsequently cancelled, GÜÜR may, at its discretion, take such action as it considers appropriate in light of the circumstances of the cancellation, which may override the standard cancellation policy otherwise applicable.

Rescheduling a Booking may result in an update to applicable GÜÜR Service Fees. Any such change will be communicated to the relevant parties prior to confirmation of the rescheduled Booking.