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Cancellation Policy

September 2, 2021 by topadmin

Cancellation Policy – Emergencies & Extenuating Circumstances

What happens if a guest needs to cancel due to an emergency?

We understand that unexpected situations can arise. In certain cases, we may offer a refund if a guest needs to cancel due to serious and unforeseen circumstances beyond their control.

Overview

This policy applies when events occur after a booking is made that make it impossible, unsafe, or illegal to complete the stay. In such cases, this policy may override the standard cancellation terms.

Depending on the situation, guests may be eligible for:

  • A full or partial refund
  • Travel credit
  • Alternative arrangements

Events That May Be Covered

Cancellations may be considered if caused by significant unforeseen events such as:

  • Government travel restrictions preventing arrival or return
  • Declared emergencies, pandemics, or public health crises
  • Changes in visa or passport requirements imposed by authorities
  • War, civil unrest, or security threats
  • Natural disasters or severe, abnormal weather conditions
  • Major utility outages or events that make the property uninhabitable

What Is Not Covered

The following situations are not covered under this policy and fall under the standard cancellation terms:

  • Personal illness, injury, or unexpected medical issues
  • Flight cancellations or transportation disruptions
  • Personal obligations (e.g., work, court, military duty)
  • Changes in travel plans or event cancellations
  • Lost or expired travel documents
  • Weather conditions that are typical for the season

How to Request a Cancellation

If you believe your situation qualifies:

  1. Contact us as soon as possible
  2. Provide relevant documentation supporting your case
  3. We will review your request and respond promptly

Refund Processing

Approved refunds are issued promptly after cancellation.

  • Most refunds are processed within 3–5 business days
  • In some cases, it may take up to 15 days depending on your bank or payment provider

Important Notes

  • Each case is reviewed individually
  • This policy applies only to qualifying emergency situations
  • For all other cancellations, the standard booking policy applies

If you need help or have questions, feel free to contact us—we’re here to assist you.