Unavoidable Circumstances Policy

We may be able to give you a refund or waive the cancellation penalties if you have to cancel because of an unavoidable circumstance that’s out of your control. Below is a list of circumstances covered by our Unavoidable Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.

It’s important to keep in mind that penalty-free cancellations are only available for unavoidable circumstances that occur before the official check-in/shooting date for your booking.

Here is the list circumstance that are considered as unavoidable circumstances and their required documentations:

Death.You’ll be asked to provide one of these documents:

Unexpected serious illness or injury.The statement must be also dated after the shooting was booked and provided within 14 days of cancellation. At this time, pre-existing conditions known to the user at the time of booking are not covered by our Unavoidable Circumstances Policy.

Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the shooting was booked, including the name of the person fulfilling the obligation.

Transportation disruptionsthat make it impossible to travel to your destination, including road closures and flight cancellations where there are no alternative methods of travel. This includes closures and cancellations caused by natural disasters, such as earthquakes or severe storms. You’ll be asked to provide a notice of the road closure, or documentation from the airline that the flight was canceled and supporting documentation confirming that it's not possible to travel to your destination.

Train, bus, or ferry cancellations where no alternate trips were available on the same day. You’ll be asked to provide documentation that clearly shows the carrier was not operating on that day, such as a screenshot of the company’s website or a link to an official statement from the carrier.

What to do next?

If you’ve confirmed your circumstance meets the requirements above, first cancel your booking. If your booking falls under a recognized unavoidable circumstance, you’ll be notified that your booking qualifies for a penalty-free cancellation, and you’ll get a full refund. If your booking doesn't qualify automatically, contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 14 days of cancellation.