Cancellation Policy

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

In the event of a genuine emergency, we will make every effort to accommodate a refund or alternative consideration, in line with both our Extenuating Circumstances Policy and local regulations in Tuscany.

1. Standard Refund Policy

Under normal (non-emergency) circumstances, refunds will be provided based on the timeline below. These guidelines reflect common practices in the Tuscany region:

• Cancellation at least 30 days before check-in
  100% refund of the total booking amount.
• Cancellation 14–29 days before check-in
  50% refund of the total booking amount.
• Cancellation less than 14 days before check-in
  No refund.
• Early departure or unused nights after check-in
  No refund, unless covered by our Extenuating Circumstances Policy (see below).

Note: Always check your specific reservation details to confirm the cancellation policy tied to your stay, as some hosts may test alternative or more flexible options.

2. Extenuating Circumstances Policy

This policy applies when unforeseeable events beyond your control occur after you have made the reservation and legally prohibit or make it impossible to complete your stay or Experience. If this Policy applies, it takes precedence over the standard refund policy above.

• Covered Events
  1. Changes to Government Travel Requirements
     Sudden changes to visa or passport rules that prevent travel to Tuscany. Lost or expired documents do not qualify.
  2. Declared Emergencies & Epidemics
     Officially recognized local/national emergencies, epidemics, pandemics, or public health crises (excluding common endemic diseases).
  3. Government Travel Restrictions
     Government-issued travel bans or closures that directly prevent or prohibit entering, staying, or leaving the property. General advisories do not qualify.
  4. Military Actions & Other Hostilities
     War, terrorism, civil unrest, or other hostilities that make it unsafe/illegal to proceed with the reservation.
  5. Natural Disasters
     Large-scale disasters (e.g., earthquakes, floods, volcanic eruptions) or severe, abnormal weather events. Routine seasonal weather conditions are excluded.
• Events Not Covered
  • Any personal illness or injury not tied to a government-declared public health emergency
  • Court appearances, jury duty, or military service obligations
  • Non-binding travel advisories
  • Cancellation or postponement of private events (like weddings or conferences)
  • Transportation disruptions not caused by a covered event (e.g., road closures, flight cancellations for non-emergency reasons)

If your reason for cancellation is not one of the covered events above, the Standard Refund Policy applies.

3. Cancellation Process Under This Policy

1. If we have notified you or published information confirming that the Extenuating Circumstances Policy applies:
   • Follow the cancellation instructions provided (usually found on your Trips page).
2. If you believe your situation qualifies but we have not notified you:
   • Contact us directly with documentation of how the event affects your reservation.

4. Processing Refunds

• Timing: Refunds are issued immediately upon cancellation. Depending on your bank or card provider, it may take 3–5 business days to appear on your account. In some cases—particularly in certain countries—it can take up to 15 days or, in rare instances (e.g., Brazil, India), up to 2 months to fully process.
• Method: Refunds will be returned to the original payment method, unless otherwise arranged.

5. Additional Considerations

• Effective Date: This policy applies to reservations with a check-in date on or after its effective date.
• Luxe or Specialty Bookings: Some reservations (e.g., Luxe) might be subject to separate policies. Check your listing details for specific terms.
• Policy Variations: We occasionally test new policies. Always refer to your individual reservation details for the most accurate and up-to-date cancellation terms.

Questions?

If you have any questions or concerns about the policies—whether it’s a normal cancellation or one involving extenuating circumstances—please reach out. We’re here to help ensure a fair and transparent experience for guests and hosts alike.