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How-to • Host

Why your cancellation policy was overridden

Your cancellation policy may be overridden in certain situations. In these cases, the guest may be given a full refund in accordance with Wehome Terms of Service.

When the cancellation policy may be overridden

In the following cases, the guest may cancel the reservation and receive a full refund:

  • If the guest is unable to contact the host or access the accommodation for check-in.
  • If the guest cannot access the accommodation.
  • If the guest cannot contact the host.
  • If there are undisclosed animals, or the accommodation is unclean or unsafe.
  • If the accommodation information is significantly different from the actual accommodation.
    If the guest contacts Wehome within 24 hours of discovering a major issue that the host is unwilling or unable to resolve.
  • If the guest needs to cancel the reservation due to extenuating circumstances such as a major disaster.

    • Government Travel Restrictions: If a government agency unexpectedly changes visa or passport issuance requirements, making travel to the destination impossible, leading to the cancellation of the reservation.
      *Note: This does not apply to cases where the problem arises from the loss or expiration of a passport, personal circumstances of the guest affecting travel permits, or non-binding travel advisories or guidelines.

    • Declaration of Emergency Situations and Epidemics: If a reservation is canceled due to government-declared regional or national emergencies, regional or global epidemics, or public health emergencies that result in government restrictions on entry or exit.
      *Note: Endemic diseases typically associated with specific regions are not covered.
      *Example: Malaria or infectious flu, etc.

  • Additional examples of common incidents where leniency is not applied are as follows.

    • Incidents that affect the guest or their ability to travel to the reserved location but do not impact the area where the reserved property is located
    • Unexpected injuries or illnesses
    • Obligations due to government orders, such as jury duty or court appearances
    • Non-binding travel advisories or other government guidelines below the level of travel bans or entry restrictions
    • Cancellations or schedule changes of events or activities that were the purpose of the reservation
    • Transportation disruptions unrelated to incidents covered by the policy, such as airline bankruptcies, transportation strikes, or road closures due to maintenance

When the cancellation by the host may be overridden

In  extenuating circumstances such as a major disaster,  hosts may cancel the confirmed reservation without any cancellation fees or other penalties. If a host cancels a reservation under this situation, the canceled dates will be marked as unavailable on the property’s calendar. In cases where a reservation is canceled under this policy, the host will not receive payment for the canceled dates, and if payment has already been made, the amount will be deducted from the host’s next payout.

  • In cases where a host cancels a reservation due to extenuating circumstances such as major disasters, the host may cancel the reservation without any fees or other penalties. The property will be blocked for bookings on the canceled reservation dates.

  • If hosting is impossible due to circumstances beyond the host’s control (e.g., severe damage to the property, gas leaks, broken pipes requiring urgent repairs, or serious illness), or if the guest violates one of the house rules included on the property’s page or the host can prove an intention to violate the property’s policy without permission or a risk of serious complaints arising.

  • Wehome provides legal home-sharing services under the government’s pilot regulatory exemption program. In the event of unavoidable cancellations due to government policies or administrative actions by local municipalities, the guest’s full payment will be refunded without additional compensation.

    • If the host is unable to continue operations due to administrative actions or government regulations.

    • If the host’s special designation is suspended or canceled under government policies.

In cases where a refund adjustment is required

In cases of disputes or when extenuating circumstances are needed

  • If the host or guest encounters an issue related to the accommodation, Wehome must be notified within 24 hours after check-in.
  • For formally reported issues, Wehome will make an objective assessment to resolve the problem or decide on a final resolution.
  • Please refer to the accommodation dispute resolution process.

What happens to payouts if the cancellation policy is overridden

If the reservation payment has been made, the host may need to pay an additional amount due to the cancellation. Wehome can recover this amount according to the terms of  service. The adjustment amount of the received payment will be automatically deducted from the next payment or charged to the host. If the compensation for a confirmed reservation cannot be charged to the host, the compensation payable to the guest may not be provided.