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Customer cancellation policy
Review the vendor’s cancellation policy which applies even if you cancel for illness or disruptions caused by COVID-19. These policies may vary depending on the vendor. Visit vendor’s store for further information.
You may find vendor’s cancellation policy by visiting vendor’s holidays or vendor’s store.
Vendor cancellation policy
While cancellations by vendors are rare, and some cancellations are beyond a vendor’s control, certain cancellations by vendors can disrupt customer plans and undermine confidence in our community. For that reason, under certain circumstances, if the vendor cancels a confirmed holiday reservation, or if the vendor is found to be responsible for a cancellation under this policy, we may impose fees and other consequences. The fees and other consequences set out in this policy are intended to reflect the costs and other impacts of these cancellations on customers, the broader vendor community and us. We will waive the fees and, in some cases, the other consequences, if the vendor cancels because of extenuating circumstances or certain valid reasons beyond the vendor’s control.
Cancellation fees
We will impose fees subject to a minimum cancellation fee of 50 Euro and a maximum cancellation fee of 500 Euro. The fee is based on the purchase amount and when the holiday is canceled:
- If the holiday is canceled a week or less before check-in, or after check-in, the fee is 25% of the purchase amount for the remaining days or nights.
- If the holiday is canceled more than a week, and 2 weeks or less, before check-in, the fee is 10% of the purchase amount.
- If the holiday is canceled more than 4 weeks before check-in, the fee is 5% of the purchase amount.
When calculating cancellation fees, the purchase amount excludes taxes. If the calculated cancellation fee is less than 50 Euro, it will be adjusted up to 50 Euro, and if the calculated fee is more than 500 Euro, it will be adjusted down to 500 Euro.
Cancellation fees are typically withheld from the next payouts to the vendor. In addition to the fees and consequences set out in this policy, Vendors who cancel, or are found responsible for a cancellation, will not receive a payout for that reservation, or, if the payout has already been made, the future payouts will be reduced accordingly. Vendors are responsible for refunding their customers.
Other consequences
In addition to a cancellation fee, other consequences may apply, such as preventing the vendor from creating another holiday for the listing on the affected dates by blocking the calendar. Calendar blocking prevents the vendor from creating another holiday for the listing on the affected dates.
Vendors who cancel holidays without a valid reason may experience other consequences, for example, vendor may have their holidays or account suspended or removed, and may lose their vendor status.
Account suspension and deactivation
If vendor cancel 3 or more holidays within a year, we may suspend or deactivate account.