Emergency Cancellation
We understand emergencies happen. Here's how to request a fee waiver for genuine emergencies.
In a real emergency? Contact Support Immediately
How Emergency Cancellations Differ
Normally, cancelling a booking means you lose your booking fee. With an approved emergency cancellation:
Both parties refunded
Neither party loses their booking fee
No reputation impact
Completion rate is unaffected
What Qualifies as an Emergency?
Medical Emergency
EXAMPLES:
- Hospitalization
- Serious illness or injury
- Surgery or medical procedure
Required documentation: Doctor's note, hospital records, or medical letter
Family Emergency
EXAMPLES:
- Death of immediate family member
- Serious illness of family member
- Family emergency requiring travel
Required documentation: Death certificate, medical documentation, or official records
Natural Disaster
EXAMPLES:
- Hurricane or cyclone
- Earthquake
- Wildfire
- Flooding
Required documentation: Official emergency declaration, evacuation orders, news reports
Government Restriction
EXAMPLES:
- Travel ban
- Border closure
- Mandatory quarantine
Required documentation: Official government notice or travel advisory
How to Request an Emergency Cancellation
Contact Support Immediately
Reach out to our support team as soon as you know you need to cancel due to an emergency.
Explain Your Situation
Describe the emergency and its impact on your ability to fulfil the booking.
Provide Documentation
Upload relevant documentation such as medical notes, official notices, or news reports.
Await Admin Review
Our team reviews emergency requests within 24-48 hours. The booking remains active during review.
Receive Decision
If approved: both parties are refunded with no reputation impact. If denied: standard cancellation rules apply.
What Does NOT Qualify
- Change of plans or better offer found
- Work schedule conflicts (unless genuine emergency)
- Minor illness (cold, headache)
- Transportation issues that could be resolved
- Anxiety about the sit
Frequently Asked Questions
How long does the review process take?
We aim to review emergency cancellation requests within 24-48 hours. Complex cases may take longer.
What if I don't have documentation yet?
Contact support immediately to start the process. You can submit documentation as soon as it's available.
Will an approved emergency affect my profile?
No. Approved emergency cancellations do not count towards your cancellation record and have no impact on your completion rate or search ranking.
What if my emergency request is denied?
If denied, standard cancellation rules apply: your booking fee is forfeited and your completion rate is affected. You can appeal with additional documentation.
Does the booking get cancelled during review?
No. The booking remains active while your emergency request is under review. This ensures continuity in case the request is denied.
Need Immediate Help?
Our support team is available to assist with emergency cancellations.
Contact Support Now