Refund Policy

In plain terms: Property managers pay nothing to use Channels Connect, so there is no subscription fee, setup fee, or listing fee to refund. If a guest’s payment or refund is in dispute, that follows the policy of the booking channel where the reservation was made. If you believe a commission we collected was calculated incorrectly, contact us and we will review it case by case.

1. Our Fee Structure

Channels Connect does not charge property managers a monthly subscription, a setup fee, an onboarding fee, or a listing fee. There is no premium tier and no paid trial. We earn a commission on the booking side, collected only when a channel pays out a completed, paid reservation made through your connected listings. Because there is no fee taken from you upfront, most of what a typical software refund policy covers does not apply here.

2. What There Is Nothing to Refund

Since we do not bill you a subscription, there is no recurring charge to cancel or prorate, no setup fee to return, and no trial period fee to reverse. If you close your account, you owe us nothing further beyond commission already earned on completed bookings, and we owe you nothing beyond what is described in Section 4.

When a guest requests a refund, disputes a charge, or cancels a reservation, that payment relationship exists between the guest, you, and the booking channel, for example Airbnb, Vrbo, Booking.com, or Expedia, where the reservation was made. Refunds, cancellation windows, and guest payment disputes are governed by that channel’s own policy, not by Channels Connect. We are not a party to the payment and do not hold guest funds. This is a deliberate part of our free model: because we never touch guest payment, there is no gateway or processor fee for us to charge back to you, and no separate refund pipeline for us to operate.

If a booking-related issue traces back to something on our platform, for example a sync error that produced a duplicate or incorrect reservation, contact info@channelsconnect.com and we will work directly with the affected channel on your behalf to help resolve it.

4. Commission Adjustments

Because our commission is calculated from the channel’s reported booking payout, most discrepancies come from either a channel-side correction, such as a guest cancellation or a rate change after the fact, or a platform-side calculation error. We review both:

Channel-side changes. If a channel adjusts, cancels, or partially refunds a booking after the fact, our commission on that booking is adjusted automatically to match, generally within one billing cycle.
Platform-side errors. If you believe our commission calculation itself was wrong, independent of any channel-side change, email info@channelsconnect.com with the booking reference and the amount in question. We review each case individually and correct any confirmed error.

We do not offer refunds for commission earned on bookings that were completed and paid out correctly, for user error in your own pricing or availability settings, or for general dissatisfaction where the platform functioned as intended.

5. Refund Request Process

To ask us to review a commission charge, email info@channelsconnect.com with your account email, the property and booking reference involved, the specific amount you are disputing, and a short explanation of why you believe it is wrong. Include screenshots or the channel’s own booking confirmation if you have them; it speeds up the review. We aim to acknowledge every request within one business day and give you a decision within 5 to 10 business days. Complex cases, such as one involving a multi-property portfolio or an ongoing channel-side dispute, can take longer, and we will tell you if that is the case rather than let the request go quiet.

If we confirm an error, the correction is applied to your next commission statement or, where appropriate, issued as a direct credit. If we do not find an error, we will explain our reasoning and give you the chance to provide more information before closing the request.

6. Account Cancellation

You can close your account at any time by emailing info@channelsconnect.com. There is no cancellation fee. On closure, new commission stops accruing immediately, your channel integrations are disconnected, you can request a data export within 30 days, and any commission already earned on completed bookings is settled on the normal schedule. If a booking made before you closed your account is still in progress, for example a future dated reservation, we will continue to sync it through to completion unless you ask us to disconnect immediately.

7. Force Majeure and Emergency Situations

For events outside anyone’s control, such as a natural disaster, a government travel restriction, or a public health emergency, refunds and cancellations for the underlying booking follow the affected channel’s own emergency policy. If you need help coordinating with a channel during an emergency, contact info@channelsconnect.com and we will prioritize the request.

8. Dispute Resolution

Most commission questions are resolved directly with our support team. If a disagreement cannot be resolved that way, it is handled under the dispute resolution and governing law terms in our Terms of Service, which point to Florida law and, where applicable, binding arbitration.

9. Policy Updates

We will update this page if our fee structure changes, for example if we introduce an optional paid feature in the future. Any such change will be announced in advance to active users, not applied retroactively.

10. Contact Information

Channels Connect, operated in affiliation with EroRentals Hollywood, Florida, United States

Email: info@channelsconnect.com Phone: +1 (305) 434-4076