This Experiences Refund Policy explains how refunds are handled when a Host cancels a reservation or another Experiences Issue disrupts an Experience.
The term “Experiences Issue” refers to the following situations:
If a Host cancels an Experience reservation, their guest automatically receives a full refund.
Other Experiences Issues must be reported to us no later than 72 hours after they occur. If we determine that an Experiences Issue has disrupted an Experience, we will provide a full or partial refund. The amount refunded depends on the severity of the Experiences Issue, the impact on the guest, how the Experience was affected, and whether the guest was able to attend and participate in the Experience.
To be eligible for a refund for an Experience Issue other than a Host cancellation, the guest who made the reservation may submit a request by . Request must be made to us no later than 72 hours after occurrence of the Experiences Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Host or other guests. We will determine whether an Experiences Issue has occurred by evaluating available evidence.
If a Host cancels an Experiences reservation or another Experiences Issue disrupts an Experience, the Host will either receive no payout or will have their payout reduced by the amount of the refund to their guest. In most circumstances we will attempt to confirm a guest’s request with their Host. Hosts can also submit an objection to an Experiences Issue by .
This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a request for a refund, whenever feasible, the guest must notify the Host and try to resolve the Experiences Issue directly with their Host. In connection with resolving the issue, guests can request refunds directly from Hosts using the resolution center. We may reduce the amount of any refund under this Policy to reflect any refund or other relief provided directly by a Host.
Where a guest demonstrates that timely reporting of an Experiences Issue was not feasible, we may allow for late reporting of the Experiences Issue under this Policy. Experiences Issues that are caused by the guest, co-travelers, or their invitees or pets are not covered by this Policy. Submitting a fraudulent report violates our and may result in account termination.
Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that guests or Hosts may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any guest or Host. All rights and obligations under this Policy are personal to the booking guest and Host of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our . This Policy applies to Experiences, but does not apply to or reservations.