CanadaStays’ Extenuating Circumstances Policy

Last updated on September 11, 2018


In certain circumstances, CanadaStays may decide, in its sole discretion, that it is necessary to cancel a confirmed booking and make appropriate refund and payout decisions. This may be for reasons set forth in our Extenuating Circumstances Policy or where we believe in good faith, while taking the legitimate interests of both parties into account, this is necessary to avoid significant harm to CanadaStays, other Members, third parties or property.

At times, certain circumstances outside of a Property Owner or Traveller’s control can impact their ability to meet the terms of a reservation. In rare instances, if CanadaStays determines that a Traveller’s reason for cancellation falls within our Extenuating Circumstances Policy, we may override the Property Owner's cancellation policy and make refund decisions. If we determine that a Property Owner’s reason for cancellation falls within our Extenuating Circumstances policy, we may waive the cancellation penalties outlined in our Terms of Use.

What might be covered?

Valid extenuating circumstances include:

  • Death or serious illness of a property owner, guest or immediate family member.
  • Serious injury that directly restricts a traveller’s ability to travel or a property owner’s ability to host.
  • Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
  • Urgent travel restrictions, a declared state of emergency or severe security advisories issued after the time of booking, by an appropriate national or international authority (such as a government office)
  • Endemic disease declared by a credible national or international authority (such as the US Centre for Disease Control or the World Health Organization)
  • 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)

If you need to make a claim

Claims can only be considered after a reservation has been cancelled. Once you have cancelled the reservation, if you feel that your reason for cancellation is covered by our Extenuating Circumstances Policy, contact us for consideration. We require that claims be submitted no later than 3 business days from the original check-in date and we may require valid supporting documentation.