Last Updated: 28-08-2023
Table of Contents
This Extenuating Circumstances Policy clarifies and explains how cancellations are taken care of when unforeseen events such as unexpected occasions beyond and outside your ability to control emerge subsequent to booking and make it impracticable, illegal or unrealistic to fulfill your booking. This Policy applies to reservations, bookings or commitment for all services and administrations, provided and detailed on Mereka Connect.
In the event when Policy allows for cancellation, it controls and takes precedence over the booking’s cancellation policy. Guests including but not limited to visitors and Users that are affected by an event or occasion covered by this Policy can cancel their booking and receive, contingent upon the circumstances and conditions, a refund, and/or other consideration. Hubs that are impacted or in any way affected by an event covered by this Policy can cancel without adverse consequences.
What Events Are Covered
This Policy uses the term “Event” to refer and allude to the following and accompanying situations, circumstances or happenings that occur after and in wake of booking, are unforeseen at the time of booking, prevent, forestall or legally disallow on consummation of the booking.
Unexpected disease, illness or injury
Such cases include testing positive for Covid-19 or contracting any other disease or virus. Please inform either your host Hub or the Mereka Connect team ([email protected]) immediately in the event of an unexpected disease, illness or injury. You would have an option to either reschedule your booking or receive a refund.
Changes to government travel requirements
Unforeseen changes to visa, passport requirements or identification prerequisites imposed by a governmental agency, legislative organization or related authorities that prevent travel to the destination. This does not include lost, expired or terminated travel documents, records or other personal circumstances relating to a guest’s authorization and approval to travel.
Proclaimed crises and pestilences
Government declared or announced local or national emergencies, public crises, scourges, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic, regularly connected spaces or commonly associated with an area—for example, malaria in Thailand or dengue fever in Hawaii.
Government travel restrictions or limitations
Travel restrictions implemented by a governmental agency, legislative organization or related authorities that prevent or forbid traveling to, staying at, or returning from the Listing location. This does not include non-binding or non-restricting travel advisories, tourism warnings, and similar government direction.
Military actions and other hostilities
Acts and demonstrations of war, hostilities, invasions, civil war, common conflicts, uprising, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.
Unforeseen Personal Circumstances
Such cases include the unfortunate death of a family member.
What is Not Covered
All the other things
This Policy only allows for cancellations for the Events described above. Everything else is excluded. Instances of circumstances that this Policy does not permit cancellations for include: government obligations and commitments like jury obligations, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event or occasion for which the booking was made; and transportation disruptions irrelevant to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. In the event you cancel a booking in these cases, the sum refunded will be dictated as such by the cancellation policy that applies to the booking.
What to do Next
If we notify you or distribute data and information affirming that this Policy applies to your booking, please follow and adhere to the cancellation instructions and directions that we provide. At the point that we have notified you or published information about how this Policy applies, you should and ought to have the option to cancel under this Policy by going to the “My Bookings” section of the User menu and canceling the affected booking. If you believe this Policy applies to your booking, but we have not notified you or published information about the Event, please contact us and get in touch to cancel your booking. In all cases, you should be prepared to provide documentation that shows how the Event has impacted you or your booking.
To help us efficiently process your request for a refund or rescheduling of a booking, it is important that you provide supporting documentation that clearly shows how the event has impacted you or your booking. Here’s a guide on what kind of proof we may need for different types of events:
Proof for Unexpected Disease, Illness, or Injury
Please provide a medical certificate or doctor’s note that states the date of diagnosis and the medical reason that prevents you from attending the event.
Documentation for Changes to Government Travel Requirements
We would need a copy of the official government notice indicating the new travel requirements that prevent you from traveling to the event location.
Evidence for Proclaimed Crises and Pestilences
A screenshot or link to the official government announcement or public health notice declaring the emergency, crisis, or epidemic would suffice.
Proof for Government Travel Restrictions or Limitations
Please share a copy of the official government announcement or notice that enforces the travel restrictions or limitations.
Verification for Military Actions and Other Hostilities
News reports, government announcements or military notices that detail the specific hostile events at your location would be needed.
Proof for Unforeseen Personal Circumstances
For instances like the death of a family member, a death certificate or obituary would be required.
Remember, the more detailed the documentation, the easier it will be for us to process your request. Also, be sure to hide or redact any sensitive personal information that isn’t necessary for the verification process. We understand that these events are stressful and we’re here to help as much as we can.
If you have questions, kindly get in touch with us as soon as possible.