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Extenuating circumstances policy | Hosts​

This policy defines what Resortifi considers to be extenuating circumstances and addresses how those are handled.

Policy

If you cancel a trip less than 24 hours before it starts, Resortifi may be able to waive the cancellation fee, protect your performance metrics, and help your guest rebook if the reason for cancellation meets Resortifi’s definition of an extenuating circumstance, as listed below.

To cancel a trip due to an eligible extenuating, call customer support.

US: Australia:
Canada: France: UK:

Eligible circumstances – Documentation required

This policy may cover the circumstances listed below provided you submit documentation.

  • Death or severe illness of yourself or immediate family member. This includes spouse/partner, child, parent, legal guardian, grandparent, or sibling. Submit a death certificate, obituary, or news article naming the deceased.
  • Hospitalization that prevents you from being able to accommodate the trip. Submit a physician statement confirming that you can't host due to an unexpected, serious illness or injury.
  • Government-mandated obligations. These include, but aren’t limited to, jury duty and military assignments. Submit a copy of the official notice for jury duty, court appearances, military deployment, or travel restrictions.

Eligible circumstances – No documentation required

This policy may cover the circumstances listed below and don’t require documentation.

  • Natural disasters or severe weather incidents that impact the delivery location or location of departure. These are defined as a state of national emergency in times of a flood, hurricane, tornado, volcanic eruption, earthquake, tsunami, or mass shooting. If you have an in-progress trip, we’ll proactively notify you if we’ve extended a guest’s trip to ensure the safe return of your vehicle.
  • Epidemic or pandemic diseases or illnesses as reported by the World Health Organization or the Centers for Disease Control and Prevention. For specific circumstances about safety issues tied to vehicle cleanliness, see Resortifi’s Cleaning policy | Hosts.
  • Government, law enforcement, or military restrictions or advisories that impede travel to the delivery location.
    Violations If you cancel a trip with your guest for reasons other than those listed as eligible extenuating circumstances, we’ll post an automatic review on your and may charge you a cancellation fee.