Overview

This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impracticable or illegal to complete your reservation.

When this Policy allows for cancellation, it controls and takes precedence over the reservation’s cancellation policy. Customers that are impacted by an event covered by this Policy can cancel their reservation and receive, depending on the circumstances, a cash refund, and/or other consideration. Suppliers that are impacted by an event covered by this Policy can cancel without adverse consequences, but, depending on the circumstances, their calendars may be blocked for the dates of the cancelled reservation.

What events are covered

This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.

Changes to government driving and machinery operating requirements. Unexpected changes to driving and machinery operating requirements imposed by a governmental agency that prevent transport to the destination. This doesn’t include lost or expired driving license or other personal circumstances.

Declared emergencies and epidemics. Government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area.

Government construction or other restrictions. Construction restrictions imposed by a governmental agency that prevent or prohibit working to, staying at, or returning from the Job location.

Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions like raining that are common enough to be foreseeable in that location.

What is not covered

Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered Event like road closures. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellation policy that applies to the reservation.

What to do next

If we notify you or publish information confirming that this Policy applies to your reservation, please follow the cancellation instructions that we provide. If you believe this Policy applies to your reservation, but we have not notified you or published information about the Event, please contact us to cancel your reservation. In all cases, you should be prepared to provide documentation that shows how the Event has impacted you or your reservation.

If you have questions, please contact us.