What to do If I Need to Cancel Due to an Unexpected Event?

Cancelling a booking due to an unexpected event can be stressful, but we understand that life happens. Whether you're facing a sudden illness, a family emergency, travel restrictions, or other unforeseen circumstances, there are steps you can take to explore your options and potentially reduce cancellation penalties or secure a refund.

Check Your Travel Insurance

Before requesting a refund or reduced cancellation penalty, review your travel or cancellation insurance policy. If your unexpected event qualifies under your insurance coverage, your insurance may cover the full cancellation costs or a significant portion of them.

Understand Your Cancellation Policy

Start by reviewing the cancellation policy attached to your booking confirmation or available in your account. This will help you understand what terms apply to your reservation and what you may be entitled to under standard circumstances.

Situations That May Qualify for Special Consideration

If you don't have travel insurance or your policy doesn't cover your situation, we may consider certain forced circumstances as valid reasons to request a free or reduced cancellation penalty from the property owner. These qualifying situations include:

• The booking was made within the last 12 hours, or you have duplicate bookings for the same property
• Situations involving illness, death, or accidents
• Immediate cancellation requests following a booking due to guest error
• Existence of a travel warning related to pandemics, war, natural disasters, or other government-imposed restrictions
• Significant changes in personal circumstances, such as job loss or divorce

How to Request a Refund or Reduced Penalty

If you believe your situation qualifies for special consideration, contact the platform's support team as soon as possible. The sooner you reach out, the better we can assist you in exploring available options.

When you contact support, be prepared to provide any necessary documentation that supports your request. This may include proof of travel disruptions, government travel restrictions, medical certificates, death certificates, or other relevant evidence that demonstrates your unexpected event.

What Documentation May Be Required

To process your request, we may ask you to provide supporting documentation such as:

• Medical certificates or doctor's notes for illness-related cancellations
• Government travel warnings or restrictions
• Official documentation of death or accidents
• Proof of employment termination for job loss situations
• Any other evidence relevant to your specific circumstances

These cases are reviewed individually, and our support team will work with you to gather the information needed to make a fair assessment of your request.

Next Steps

We know that cancelling a trip can be frustrating, but we're here to help. If you have any questions about your specific situation or need guidance on the cancellation process, don't hesitate to reach out to our customer support team. We'll do our best to find a solution that works for you.