As a platform, BlackDoors allows hosts to choose and manage their cancellation policies. If either the host or guest is required to cancel a booking, it is their responsibility to perform the cancellation as soon as possible. There are some circumstances that's is out of the host's or the guest's control that may affect their ability to meet the terms and condition of a booking.
In some occasions, if BlackDoors determines that a Guest's reason for cancellation is related to an Extenuating Circumstances, BlackDoors may supersede the Host's cancellation policy and grant refund decisions and waive the host cancellation penalties outlined in BlackDoors' Terms & Conditions.
Valid Extenuating Circumstances include:
- Unexpected death or serious illness of a host, guest or immediate family member (spouse/partner, child, parent, legal guardian, grandparent, or sibling)
- Serious injury that directly restricts a guest’s ability to travel or a host’s ability to host
- Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
- Urgent travel restrictions or severe security advisories issued after the time of booking, by an appropriate national or international authority (such as a government office or department)
- Endemic disease declared by a credible national or international authority
- Severe property damage or unforeseen maintenance issues that directly impact the ability to host safely
- Government-mandated obligations issued after the time of booking (ex: jury duty, court appearances, military or government assignments)
If you need to raise a claim
You can only raise a claim after a booking has been canceled. Once you've informed your host or guest and canceled a reservation, if you feel that your reason for cancelation falls under BlackDoors' Extenuating Circumstance, please reach out to BlackDoors for checking. We generally require claims to be submitted no later than 14 days from the original check-in date and we may require valid supporting documentation.