If an unexpected event such as illness, a natural disaster, or a government travel restriction stops you from taking your trip, you may be able to get a refund or a reduced cancellation penalty. Start by checking your cancellation policy and your travel insurance, then contact your booking platform's support team with any supporting documents.

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

Follow these steps to give your cancellation request the best chance of approval. Each case is reviewed individually, so keep your records organized and respond quickly to any requests for more information.

Check your cancellation policy

Your cancellation policy is listed in your booking confirmation and in your platform account. It explains the deadlines, refund amounts, and penalties that apply to your reservation. Read it carefully before you take any other step, because it sets the baseline for what you can expect to receive.

Review 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.

If you do not have travel insurance

If you do not have travel insurance, we will consider certain forced circumstances as valid reasons to request a free or reduced cancellation penalty from the property owner. These include:

• The booking was made within the last 12 hours, or there are duplicate bookings for the same property.
• Situations involving illness, death, or accidents.
• Immediate cancellation requests after a booking, where the booking was made in error by the guest.
• A travel warning related to pandemics, war, natural disasters, or similar events.
• Significant changes in personal circumstances, such as job loss or divorce.

Contact the platform's support team

If you believe your situation qualifies for a refund under special circumstances, contact your booking platform's support team as soon as possible. Explain what happened, when it happened, and how it affects your trip. Acting quickly helps prevent additional cancellation charges.

Provide the necessary documentation

Supporting documents help the review team confirm your situation. Depending on your case, you may need to provide proof of travel disruptions, government restrictions, medical certificates, death certificates, or other relevant information.

Which Unexpected Events Can Qualify for a Refund?

Events beyond your control, known as force majeure, may qualify for special refund policies. These include natural disasters, public health emergencies, and government-imposed travel restrictions. Some platforms have special policies for these cases that may allow a refund even when your booking terms do not normally allow one.

These cases are reviewed individually, and you may be asked to provide supporting documentation. Approval is not guaranteed, so review your options as soon as you know your plans will change.

Frequently Asked Questions About Cancelling Due to an Unexpected Event

Can I get a refund if I cancel because I am sick?

Yes, illness can be a valid reason for a free or reduced cancellation penalty. Contact your booking platform's support team and provide a medical certificate or other proof of your condition. If you have travel insurance, check whether it covers medical cancellations as well.

Do I need travel insurance to request a refund?

No, travel insurance is not required. However, if you have it, you should check your policy first, because it may cover some or all of your cancellation costs. If you do not have insurance, certain forced circumstances may still qualify for a reduced penalty.

How quickly should I cancel after an unexpected event?

Cancel as soon as you know your trip cannot go ahead. Early cancellation often reduces penalties and gives the property owner more time to rebook the dates. Waiting can increase the amount you owe under your cancellation policy.

What if I made the booking by mistake?

If you booked by mistake and request cancellation immediately, this may be considered a valid reason for a free or reduced penalty. Bookings made within the last 12 hours, or duplicate bookings for the same property, may also qualify. Contact support right away.

Will my cancellation be approved automatically?

No, cancellations that fall under special circumstances are reviewed individually. Provide clear details and all relevant documents to support your request. The final decision depends on your cancellation policy, your insurance coverage, and the evidence you provide.

We know that cancelling a trip can be frustrating, but we are here to help. If you have questions, contact your booking platform's customer support team or Holidu's team for guidance. You can also visit our Help Center topics to find more information about bookings and cancellations.