Extenuating Circumstances Policy

Learn more about the cancellation and refund of bookings subject to certain types of Events

This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen Events beyond your control arise after a booking has been made and make it impracticable or illegal to deliver the service booked.

This Policy only allows for cancellation of bookings subject to the Events described herein. Everything else is excluded. Where this Policy allows for cancellation, it takes precedence over the booking’s cancellation policy. Customers or Service Providers that are impacted by an Event covered by this Policy may cancel their bookings without incurring a Cancellation Fee or any other form of penalty. Service Providers will not receive a payout for bookings cancelled under this Policy. Customers may be eligible to receive a refund to their original payment method and/or may be eligible to receive a Zedos refund, depending on the category of the Event that has occurred. In all cases, Customers and Service Providers should be prepared to provide documentation that shows how the Event has impacted them or their booking.

1. Events Covered

This Policy uses the term “Event” to refer to situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit the delivery of the service. Events are classified into two main categories: Government Declared and Non-Government Declared.

1.1. Government Declared

The following Events are included:

• Travel Requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This does not include lost or expired travel documents or other personal circumstances relating to a Customer’s authorization to travel.
• Travel Restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the Listing’s location. This does not include non-binding travel advisories and similar government guidance that fall short of a travel ban or prohibition.
• Military Actions and other Hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.
• Natural Disasters. Volcanic eruptions, earthquakes, tsunamis, wildfires, large-scale outages of essential utilities, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in the Listing’s location, such as (i) tropical storms, cyclones, hurricanes and typhoons, and (ii) adverse winter conditions and storms characterized by snow, ice, sleet, freezing rain, and/or extremely low temperatures. For example, hurricanes occurring during hurricane season in Florida would not be covered. The Events listed under (i) and (ii) are intended to illustrate the most commonly excluded weather events and natural disasters rather than providing an exhaustive list.
• Emergencies and Epidemics. Government declared local or national emergencies, epidemics, pandemics, and other public health emergencies. This does not include diseases that are endemic or commonly associated with an area as reported by the World Health Organization —for example, malaria in Thailand or dengue fever in Hawaii.
• Government Obligations. Government obligations such as jury duty, court appearances or military duties.

1.2. Non-Government Declared

The following Events are included:

• Unexpected Health Conditions. Unexpected disease, illness, or injury.
• Transportation Disruptions. Transportation disruptions that directly impact attendance of the Event such as road closures, as well as flight, train, bus and ferry cancellations or strikes.
• Unsafe Weather Conditions for Outdoor Bookings. Weather conditions that pose a safety issue for Customers attending services delivered outdoors.

2. Refund Type

The category of the Event that occurred determines the refund type that Customers are eligible to receive. If a Government Declared Event occurs, the customer is refunded to the original payment method; however if a Non-Government Declared Event occurs, the customer is only eligible for a Zedos refund.

3. Documentation Required

You should provide documentation that shows how the Event has impacted you or your booking. Cancellations due to Emergencies and Epidemics or Unexpected Health Conditions require proof of illness, such as, for example:

• Doctor’s note
• Notice from Local Government stating that you have been exposed to a pathogen
• Screenshot of notification from a contact tracing app
• Positive test result from you or from a member of your household