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Why your cancellation policy was overridden

Your cancellation policy may be overridden in certain situations. In these cases, the guest may be given a full refund in accordance with our Terms of Service. Such cases include the following:

  • The place is inaccessible, unclean, unsafe, or there’s an animal that wasn’t declared
  • The guest can’t reach the Host
  • The guest contacts us within 24 hours of finding a serious issue that the Host either can’t or won’t help with
  • The guest needs to cancel because of an extenuating circumstance
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