Cancellation Policy

What if a guest needs to cancel because of an emergency?

We may be able to issue a refund if a guest is required to cancel due to an emergency covered under this policy.

Overview

This Extenuating Circumstances Policy explains how cancellations are handled when unexpected events beyond your control occur after a reservation is confirmed and make it impracticable or illegal to complete the stay in Ghana. This Policy applies to all accommodation and experience reservations listed on our platform.

When applicable, this Policy overrides the standard cancellation policy of the reservation. Guests affected by a covered event may receive a full or partial cash refund, travel credit, or other consideration depending on the situation. Hosts impacted by a covered event may cancel without penalties, although the affected dates may remain blocked on their calendar.

What Events Are Covered

This Policy applies only to events that:

• Occur after booking
• Were unforeseen at the time of booking
• Prevent or legally prohibit completion of the reservation

Covered events include:

1. Government Travel Requirement Changes

Unexpected changes to entry, visa, passport, or border requirements imposed by the Government of Ghana or a traveler’s home country that prevent lawful travel. This does not include personal issues such as lost or expired travel documents.

2. Declared Emergencies and Public Health Events

Government-declared local or national emergencies, epidemics, pandemics, or public health emergencies within Ghana. This does not include illnesses commonly associated with the region.

3. Government-Imposed Travel Restrictions

Mandatory travel bans, lockdowns, or movement restrictions imposed by the Government of Ghana that prevent access to, stay at, or return from the rental location. Non-binding travel advisories are not covered.

4. Civil Unrest or Security Incidents

Events such as terrorism, riots, civil disorder, or other security-related incidents that make travel or stay unsafe or unlawful in the affected area.

5. Natural Disasters

Natural disasters or acts of God including floods, earthquakes, severe storms, major power or water outages, or other abnormal environmental events that render the property unsafe or inaccessible. Seasonal weather conditions common in Ghana are not covered.

What Is Not Covered

This Policy does not apply to:

• Personal illness, injury, or medical emergencies
• Work obligations, court appearances, or jury duty
• Non-binding travel advisories or recommendations
• Cancellation or rescheduling of personal events
• Transportation disruptions not caused by a covered event, including flight or bus cancellations

In these cases, refunds will be governed by the property’s standard cancellation policy.

What to Do Next

If we notify you or publicly confirm that this Policy applies to your reservation, follow the cancellation instructions provided via your account dashboard.

If you believe your situation qualifies but have not received notification, please contact our support team. You may be required to provide official documentation to support your claim.

Other Important Information

This Policy applies to all reservations with a check-in date on or after its effective date. Certain premium or special-category listings may be governed by separate cancellation policies.

Refund Processing Time

Approved refunds are initiated immediately after cancellation confirmation. Refunds typically reflect within 3–5 business days, but may take up to 15 business days depending on your bank, payment method, or location.

Unsure About Your Reservation’s Cancellation Policy?

Always refer to your booking details in your account dashboard, as individual properties may operate under specific or trial cancellation policies.