Kiteville Cancellation Options
Cancellation Options
Overview
In general, cancellations and refunds for Kiteville reservations are governed by the listing’s cancellation policy. In rare cases where large-scale events prevent or legally prohibit the completion of a reservation, the Major Disruptive Events Policy (the “Policy”) may apply. When this Policy is in effect, guests can cancel their reservation and receive a refund, travel credit, and/or other consideration regardless of the reservation’s cancellation policy, and Stay Masters can cancel without fees or other adverse consequences, although their listing’s calendar will be blocked for the dates of the canceled reservation.
This Policy applies to reservations for both accommodations and Experiences and is applicable to reservations that are ongoing or have a check-in on or after the effective date, unless otherwise notified by Kiteville. The Major Disruptive Events Policy is not an insurance policy.
What Events Are Covered
The following events are covered under this Policy if they impact your reservation location, occur after the time of booking, and prevent or legally prohibit the completion of a future or ongoing reservation (referred to as “Events”):
- Declared Public Health Emergencies and Epidemics: Government-declared epidemics, pandemics, and public health emergencies. This does not include endemic diseases (e.g., flu) or commonly associated diseases (e.g., malaria in Thailand). COVID-19 is not covered under this Policy.
- Government Travel Restrictions: Mandatory travel restrictions imposed by a governmental agency, such as evacuation orders. Non-binding travel advisories are not covered.
- Military Actions and Other Hostilities: Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, and insurrection.
- Large-Scale Outages of Essential Utilities: Prolonged outages of essential utilities (e.g., heat, water, electricity) impacting most homes in a given location.
- Natural Disasters: Natural disasters and severe weather events. Common weather conditions in a location (e.g., hurricanes during hurricane season in Florida) are covered only when they lead to another covered Event that prevents the reservation’s completion.
What Happens if a Reservation Is Impacted by a Covered Event
When a large-scale event occurs, we assess the situation to determine whether the Major Disruptive Events Policy applies. If applicable, we activate the Policy for the impacted area and timeframe where the Event is expected to prevent or legally prohibit reservations. Reservations outside the defined area and timeframe may not be eligible, though Stay Masters may still be able to cancel without adverse consequences if they are unable to host. We continuously monitor these situations and adjust coverage as needed. If you believe this Policy applies to your reservation, please contact us for eligibility inquiries.
What Is Not Covered
The Policy does not cover other circumstances outside your control that may disrupt your plans. Reservations remain subject to the Stay Master’s cancellation policy for the listing. Common non-covered events include:
- Events impacting a guest or their ability to travel, but not the reservation location
- Unexpected injury or illness
- Government obligations like jury duty or court appearances
- Non-binding travel advisories or government guidance
- Cancellation or rescheduling of the event for which the reservation was made
- Transportation disruptions unrelated to a covered Event (e.g., airline insolvency, transportation strikes, road closures)
For reservations not covered by this Policy, we encourage guests and Stay Masters to find a mutually acceptable arrangement, such as a full or partial refund or altering booking dates. Note that any refunds outside the reservation’s cancellation policy are at the Stay Master’s discretion. Kiteville does not participate in or guarantee such refunds.
How This Policy Affects Stay Masters
If a reservation is covered by the Major Disruptive Events Policy, Stay Masters can cancel without fees or other adverse consequences. If a Stay Master cancels under this policy, their listing’s calendar will be blocked for the dates of the canceled reservation. The Stay Master will not receive a payout for the canceled dates, or if the payout has already been made, the refunded amount will be withheld from future payouts.
Regardless of coverage, Stay Masters can cancel for valid reasons (e.g., major damage to a listing) without fees or adverse consequences. Stay Masters must cancel if their listing is uninhabitable or inconsistent with the booking; failure to do so may lead to listing removal, cancellation of existing reservations, and refunds until the listing is compliant. Failure to comply is a violation of Kiteville’s Ground Rules and may result in account removal.
Other Things to Be Aware Of
This Policy does not limit your rights under local regulations, and Kiteville’s decisions under this Policy do not affect your statutory rights.
Extenuating Circumstances Policy
Overview
The Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impractical or illegal to complete your reservation. This Policy applies to both accommodations and Experiences.
When applicable, this Policy takes precedence over the reservation’s cancellation policy. Guests impacted by a covered event can cancel their reservation and receive a refund, travel credit, and/or other consideration. Stay Masters impacted by a covered event can cancel without adverse consequences, but their calendars may be blocked for the canceled reservation dates.
What Events Are Covered
This Policy applies to unforeseen events occurring after booking that prevent or legally prohibit reservation completion. Covered Events include:
- Changes to Government Travel Requirements: Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel. This does not include lost or expired travel documents or other personal issues.
- Declared Emergencies and Epidemics: Government-declared local or national emergencies, epidemics, pandemics, and public health emergencies. This excludes endemic diseases or those commonly associated with an area.
- Government Travel Restrictions: Restrictions imposed by a government agency that prevent travel to, staying at, or returning from the location. Non-binding travel advisories are not covered.
- Military Actions and Other Hostilities: Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and unrest.
- Natural Disasters: Natural disasters, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and severe weather events. Common weather conditions (e.g., hurricanes during season) are covered only if they lead to another covered Event.
What Is Not Covered
The Policy does not cover:
- Unexpected disease, illness, or injury
- Government obligations like jury duty, court appearances, or military duties
- Non-binding travel advisories or government guidance
- Cancellation or rescheduling of events for which the reservation was made
- Transportation disruptions unrelated to a covered Event (e.g., road closures, flight cancellations)
If you cancel under non-covered circumstances, the refund amount will be based on the applicable cancellation policy.
What to Do Next
If we notify you or publish information confirming that this Policy applies to your reservation, follow the provided cancellation instructions. You should be able to cancel under this Policy via your Trips page. If you believe the Policy applies but have not received notification, contact us. Be prepared to provide documentation showing the Event’s impact on your reservation.
If you have questions, please contact us.
Other Things to Be Aware Of
This Policy applies to all reservations with a check-in date on or after the effective date.