If you need to cancel your booking because of an unexpected event, such as illness, a natural disaster, or a government travel restriction, start by checking your cancellation policy and your travel insurance. Then contact the booking platform's support team with supporting documents. Special circumstances are reviewed case by case, so a refund is not guaranteed.

What Counts as an Unexpected Event?

An unexpected event is a situation outside your control that stops you from travelling. This is often called force majeure. Examples include natural disasters, public health emergencies, war, government-imposed travel restrictions, serious illness, injury, or the death of a close family member. Some platforms also consider major changes in personal circumstances, such as job loss or divorce.

What Should I Do If I Need to Cancel Due to an Unexpected Event?

Follow these steps as soon as you know you need to cancel. Acting quickly can help you protect your options.

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.

Check Your Cancellation Policy

Your booking confirmation and your platform account show the cancellation terms that apply to your reservation. Read them carefully to understand the deadlines, the penalties, and any special conditions that may apply to force majeure cases.

Do I Qualify for a Refund Without Travel Insurance?

If you do not have travel insurance, we may consider certain circumstances as valid reasons to request a free or reduced cancellation penalty from the property owner. These include:

• The booking was made within the last 12 hours, or there are duplicate bookings for the same property.
• Illness, death, or accidents affecting you or a member of your travel party.
• An immediate cancellation request after booking due to a guest error.
• A official travel warning related to pandemics, war, natural disasters, or similar events.
• Significant changes in your personal circumstances, such as job loss or divorce.

Each request is reviewed individually, and approval depends on the details of your situation and the booking terms.

Contact the Platform's Support Team

If you believe your situation qualifies for a refund under special circumstances, contact your booking platform's support team as soon as possible. Explain what happened, when it happened, and how it prevents you from travelling. Include your booking reference number to help the team find your reservation quickly.

Which Documents Should I Provide?

Supporting documentation helps the review process. Depending on your situation, you may need to provide:

• Proof of the travel disruption, such as a cancelled flight or train notice.
• Official government notices or travel restriction announcements that apply to your destination.
• Medical certificates or hospital records for illness or injury.
• A death certificate for a close family member, if applicable.
• Documents confirming a job loss or other changes in your personal circumstances.

Send clear, readable copies rather than original documents, and keep the originals for your records.

Frequently Asked Questions

Can I get a refund if I cancel because of a natural disaster?

You may be eligible for a refund or reduced penalty if the natural disaster affects your travel plans or the destination. Check your insurance first, then contact your booking platform's support team with proof of the event and how it affects your trip.

Will my refund be guaranteed if I provide documents?

No. Providing documents supports your request, but every case is reviewed individually. Approval depends on your booking terms, the type of event, and the evidence you provide.

How long do I have to request a cancellation due to an unexpected event?

Contact the platform as soon as you know you need to cancel. Acting quickly gives the support team more time to review your case and helps you meet any deadlines in your cancellation policy.

We know that cancelling a trip can be stressful, and we are here to help. If you have questions about your options, contact your booking platform's customer support team or the Holidu team for guidance.