If you need to cancel your booking because of an unexpected event, start by checking your cancellation policy and your travel or cancellation insurance. Some platforms also review special circumstances, such as force majeure, illness, or government travel restrictions, and may offer a refund or a reduced cancellation penalty. Contact your booking platform's support team as soon as possible with any supporting documents.

What Counts as an Unexpected Event?

An unexpected event is a situation outside your control that makes it impossible or unsafe to travel. Examples include:

• Natural disasters, such as floods, earthquakes, or wildfires
• Public health emergencies or pandemics
• Government-imposed travel restrictions or official travel warnings
• War or civil unrest in your destination
• Serious illness, injury, or death of you or a close family member
• Significant changes in personal circumstances, such as job loss or divorce

Each case is reviewed individually, so you may be asked to provide proof.

What Should I Do If I Need to Cancel Due to an Unexpected Event?

Follow these steps to give your cancellation the best chance of a refund or reduced penalty:

1. Check your cancellation policy in your booking confirmation or platform account.
2. Review your travel or cancellation insurance policy before you request a refund.
3. Gather documents that prove your situation, such as medical certificates, government notices, or travel disruption confirmations.
4. Contact your booking platform's support team and explain your situation clearly.
5. Keep copies of all messages, forms, and receipts for your records.

How Do I Check My Cancellation Policy?

Your cancellation policy is listed in your booking confirmation email and in your account on the booking platform. It explains the deadlines, refund amounts, and any fees that apply. Read it before you cancel, because the amount you can recover depends on when you cancel and the terms set by the property owner.

Check Your Travel Insurance

Before requesting a refund or reduced cancellation penalty, review your travel or cancellation insurance policy. If your unexpected event qualifies under your insurance coverage, your insurance may cover the full cancellation costs or a significant portion of them.

Can I Get a Refund Without Travel Insurance?

Yes, in some cases. If you do not have travel insurance, we will consider the following forced circumstances as valid reasons to request a free or reduced cancellation penalty from the property owner:

• The booking was made within the last 12 hours, or there are duplicate bookings for the same property.
• Illness, death, or accidents affecting you or someone close to you.
• An immediate cancellation request after booking, caused by a guest error.
• An official travel warning related to pandemics, war, natural disasters, or similar events.
• Significant changes in personal circumstances, such as job loss or divorce.

Approval is not guaranteed, and each request is assessed on its own facts.

How Do I Contact Support About My Cancellation?

Contact your booking platform's customer support team if you believe your situation qualifies for a refund under special circumstances. Include your booking reference number, the reason for cancelling, and your supporting documents. The more detail you provide at the start, the faster your request can be reviewed.

What Documents Do I Need to Support My Cancellation?

The documents you need depend on your situation. Common examples include:

• A medical certificate or hospital record for illness or injury
• A death certificate for a bereavement
• An official government notice or travel advisory
• A cancellation notice from your airline, train operator, or tour provider
• Proof of job loss or other changes in your personal circumstances

Frequently Asked Questions

Will I get a full refund if I cancel due to an unexpected event?

Not always. Refunds depend on your cancellation policy, your insurance coverage, and whether your situation qualifies as a valid reason. Contact support with your documents to find out what you may be eligible for.

How long do I have to request a refund?

Request your refund as soon as you know you cannot travel. Waiting too long can affect your eligibility, and your cancellation policy may set a deadline.

Can I change my dates instead of cancelling?

In some cases, the property owner or platform may allow you to change your dates. Ask your booking platform's support team whether a date change is possible before you cancel.

What if my request is declined?

If your request is declined, check whether your travel insurance can help. You can also ask support for a clear explanation of the decision and see whether any other options apply.

We know that cancelling a trip can be frustrating, and we are here to help. If you have questions, contact your booking platform's customer support team or visit the Holidu Help Center for more guidance.