General Information
Cancellations and refunds for bookings are typically governed by the cancellation terms set for each listing. However, in rare cases where major events prevent or legally prohibit a booking from taking place, our Extraordinary Circumstances Policy (the “Policy”) may apply. When this Policy is activated, guests may cancel their booking and receive a refund, travel credit, or other compensation—regardless of the listing’s cancellation terms—and hosts may cancel without fees or penalties, though their calendar will remain blocked for the canceled dates.
This Policy applies to accommodation bookings, including ongoing stays or those with check-ins scheduled on or after the effective date, unless otherwise stated by Holi House. This is not an insurance policy.
What Events Are Covered?
The following events (referred to as “Events” in this Policy) are covered if they impact the location of your booking, occur after the booking is made, and prevent or legally prohibit its completion:
- Declared Public Health Emergencies and Epidemics. Epidemics, pandemics, or public health emergencies declared by authorities. Excludes endemic diseases (e.g., flu) or those commonly tied to a region (e.g., malaria in certain areas). Note: COVID-19 is not covered under this Policy.
- Government Travel Restrictions. Mandatory travel bans or evacuation orders issued by a government agency. Non-binding travel advisories are not included.
- Military Actions and Conflicts. Wars, invasions, terrorism, riots, or other hostilities.
- Large-Scale Utility Failures. Extended outages of essential services like water, electricity, or heating affecting most properties in an area.
- Natural Disasters. Severe weather events or natural disasters. Predictable weather patterns (e.g., hurricanes during hurricane season) are only covered if they trigger another covered Event, like a mandatory evacuation.
What Happens If a Booking Is Affected?
When a significant event occurs, Holi House assesses whether it qualifies under this Policy. If it does, we apply the Policy to the affected area and timeframe where the Event is expected to disrupt bookings. Bookings outside this scope may not qualify, though hosts may still cancel without penalty if they’re unable to accommodate guests. We monitor these situations and adjust coverage as needed. If you believe this Policy applies to your booking, contact us at contact@holihouse.com for details.
When a significant event occurs, Holi House assesses whether it qualifies under this Policy. If it does, we apply the Policy to the affected area and timeframe where the Event is expected to disrupt bookings. Bookings outside this scope may not qualify, though hosts may still cancel without penalty if they’re unable to accommodate guests. We monitor these situations and adjust coverage as needed. If you believe this Policy applies to your booking, contact us at contact@holihouse.com for details.
What Isn’t Covered?
Other unforeseen circumstances may disrupt your plans, but if they’re not listed above, the listing’s standard cancellation terms apply. Examples of situations not covered include:
- Personal issues affecting a guest’s ability to travel (e.g., illness, injury, jury duty).
- Non-binding travel advisories or event cancellations (e.g., a concert postponement).
- Transportation disruptions unrelated to a covered Event (e.g., airline cancellations, road closures for maintenance).
For bookings not covered by this Policy, we encourage guests and hosts to work together on a fair solution, such as a partial refund or date change. Any refund outside the listing’s terms is at the host’s discretion and not guaranteed by Holi House.
Impact on Hosts
If a booking qualifies under this Policy, hosts can cancel without fees or penalties, though their calendar will stay blocked for those dates. No payout will be issued for canceled dates, and if a payout was already made, it may be deducted from future earnings. Hosts may also cancel without penalty for valid reasons (e.g., major property damage), but must cancel if a property is uninhabitable or doesn’t match the listing description. Failure to do so may result in penalties, including listing removal or account suspension.
Additional Notes
This Policy does not limit your legal rights under local regulations, and any decisions made by Holi House under this Policy do not affect those rights.