Extenuating circumstances
Please also make sure to review The General Terms of Service that apply to all individuals and/or organizations that utilize the platform provided as NomadRooms.com.
Because each country has different laws regarding how our community can borrow/lend properties, specific terms of service may be provided for the country in which the property is located.
Effective date: May 2, 2022
Overview
In many extenuating circumstances time is critical so if you are reading this because you’ve discovered that you have to cancel a booking because of an extenuating circumstance, Click Here to contact us IMMEDIATELY.
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.
Sometimes things happen that are just out of our control. This includes events like severe weather conditions, earthquakes, pandemics, etc. Since these events are out of control of the property owner and our members, we strive to be fair to both sides. These conditions generally cause one of the following situations:
1. A member can no longer travel or use a booking he/she has created.
OR
2. A Partner is no longer able to offer a property that has been booked.
If an extenuating circumstance does happen, NomadRooms.com pledges to help and assist its Members in finding new accommodations, even if that means using a different platform.
Furthermore, we believe in sharing the risk equally between Members and Partners. The below tables show in detail the amount of refund that can be obtained depending on the circumstance. Note the difference in policy between a regular cancellation and a cancellation due to an extenuating circumstance. The term “Refund/s” is a general term and may not include service fees and/or taxes.
Table 1: Member cancels booking because of an extenuated circumstance
| Standard Cancellation | Extenuated Circumstance | |
|---|---|---|
|
Short Term (27 nights or less) Booking Status: Cancellation Requested, |
||
|
Before Full Refund Buffer Period (FRBP) begins |
Full refund. Service fees are not refunded. |
Full refund. Service fees are refunded* |
|
During FRBP
|
A full refund will be issued minus 50% of the room fee for each day up to 10 days. Days booked over 10 days are refunded at 100%. Service fees are not refunded. |
A full refund will be issued. Service fees are not refunded. |
|
After Check-in |
Member must pay the full rate for each night stayed plus 1 additional night, the rest of the nights (unused) will be refunded at 50% up to 10 days and 100% after that. |
Members must pay the full rate for each night stayed plus 1 additional night, the rest of the nights (unused) will be refunded at 100%. |
|
Medium/Long Term Booking Status: Cancellation Requested, |
||
|
Before Full Refund Buffer Period (FRBP) begins |
Member will get a full refund including the security deposit but not the service fees. |
Member will get a full refund including the security deposit and the service fees* |
|
During FRBP
|
Member will get a full refund not including the security deposit nor the service fees. |
Member will get a full refund including the security deposit but not the service fees. |
|
After Check-in |
Member must pay the remainder of the current month. The security deposit and service fees are not refunded. |
Member can get refunded 100% for the days remaining in the current month for up to 10 days. The security deposit and service fees are not refunded. |
*Members cannot receive a refund of service fees more than twice a year. Members must pay the full rate for each night stayed plus 1 additional night, the rest of the nights (unused) will be refunded at 100%.
Table 2: Partner cancels booking because of an extenuated circumstance
* Partners can only cancel a booking for an extenuating circumstance.
| Extenuated Circumstance | |
|---|---|
|
Short Term (27 nights or less) Booking Status: Cancellation Requested, |
|
|
Before Full Refund Buffer Period (FRBP) begins |
Member receives a Full refund including service fees* |
|
During FRBP
|
Member receives a Full refund including service fees* |
|
After Check-in |
Members must pay the full rate for each night stayed. All additional nights will be refunded at 100%. Service fees are refunded for the unused part of the booking* |
|
Medium/Long Term Booking Status: Cancellation Requested, |
|
|
Before Full Refund Buffer Period (FRBP) begins |
Member will get a full refund including the security deposit and the service fees*
|
|
During FRBP
|
Member will get a full refund including the security deposit and the service fees* |
|
After Check-in |
Member can get refunded 100% for all the days remaining in the current month and all days after that in the booking. Refund includes the security deposit and service fees for the unused part of the booking* |
*Contingent on refund from partner.
Partners of NomadRooms.com are asked not to cancel a booking unless absolutely necessary; that is, they experience an extenuating circumstance. Partners are asked to confirm their extenuating circumstance with NomadRooms staff BEFORE they cancel a booking.
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 travel requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorization to travel.
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—for example, malaria in Thailand or dengue fever in Hawaii.
Government travel restrictions. Travel restrictions suddenly (after a booking is made) imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the Listing location. This does not include non-binding travel advisories and similar government guidance.
Military actions and other hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.
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 that are common enough to be foreseeable in that location—for example, hurricanes occurring during hurricane season in Florida.
*In most cases these events must occur AFTER a booking is made to be considered an extenuating circumstance.
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; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellations policy that applies to the reservation. Ultimately NomadRooms.com reserves the right to make the final decision whether an event qualifies as extenuating or not.
What to do next
In the event of a cancellation due to an extenuating circumstance, contact us immediately. In all cases, you should be prepared to provide documentation that shows the event qualifies as an extenuating circumstance according to the above descriptions AND how the event has impacted you or your reservation. Our specialists will review your case and help Members find alternate bookings if required.
If you have questions, please contact us.
FAQ
- What if my situation is not covered in the above tables?
- It’s very difficult to list every situation that could possible occur. In this case contact us immediately and explain your situation and provide any documentation you have. We promise to respond right away and apply general guidelines that are fair to both Members and Partners.