Raising a complaint or dispute
If something has gone wrong with a booking, payment, refund, placement or your stay, we want to fix it quickly and fairly. This is how.
1. Contact us first
Send your complaint to bookings@stay365.co.za or WhatsApp 061 882 2530. Please include:
- your full name and booking reference (BK-…) or student number;
- what happened, with dates and amounts;
- any proof you have (receipts, screenshots, photos, emails); and
- what outcome you are asking for.
2. How we handle it
- Acknowledgement within 2 business days, with a reference number and the name of the person handling it.
- Investigation. We check our records, the payment records from Paystack, and speak to the residence or staff involved.
- Written outcome within 10 business days. If we need longer (for example, while waiting for a bank or the residence), we tell you why and give a new date.
- Escalation. If you are not satisfied, reply asking for escalation. A STAY365 director reviews the matter and responds in writing within a further 10 business days.
3. Payment disputes and chargebacks
- If you think a payment was taken in error, charged twice or not refunded, contact us first. Most payment problems are solved within a few days, which is usually faster than a bank chargeback.
- If you raise a chargeback with your bank, we will give the bank and Paystack the booking, payment and communication records relating to your payment.
- If a refund is due under our Refund & Cancellation Policy, we pay it whether or not you have opened a chargeback.
4. Disputes about your lease or residence
Problems with your room (maintenance, safety, house rules, deposit deductions) should be reported to us and to your residence management. Maintenance can also be logged with photos so it is tracked to completion. Disputes between a tenant and landlord that we cannot resolve may be referred to the KwaZulu-Natal Rental Housing Tribunal, which handles these matters free of charge.
5. Outside help
You may contact any of the following at any time. Using our process first usually gets the fastest result.
- Consumer Goods and Services Ombud (CGSO) or the National Consumer Commission, for consumer complaints under the Consumer Protection Act.
- KwaZulu-Natal Rental Housing Tribunal, for disputes about a lease, deposit or living conditions.
- Information Regulator, for privacy complaints (POPIAComplaints@inforegulator.org.za). See our Privacy Policy.
6. Fair treatment
Raising a complaint will never affect your booking, placement or how you are treated. We keep complaint records confidential and use them only to resolve the matter and improve our service.