The cancellation of an exchange by the host is rare, but it can happen for exceptional reasons.
In any case, HomeExchange will be available to answer your questions and to help you. You can contact us by email.
If the cancellation is an emergency, you can email sos@homeexchange.com.
If case of cancellation by your host:
- Your GuestPoints will be returned to your account
- HomeExchange will help you find an exchange replacement that meets the basic criteria of your search (find more information about these criteria in our Terms of Use).
- If HomeExchange cannot find you an exchange replacement, and you wish to cancel your trip, we will reimburse your non-refundable fees directly related to the exchange (tickets for the train, plane, etc.) up to $120 USD/per night, depending on the situation, and in the limit of $1 800 USD per exchange.
- If HomeExchange cannot find you a substitute exchange, and you want to pay for alternative accommodation (for a hotel, for example), we will reimburse the charges you paid for the accommodation, up to $120 USD/per night, depending on the situation, and in the limit of $1 800 USD per exchange.
If the reason for your host's cancellation was provoked by you, HomeExchange will not be able to reimburse the charges for the cancelled exchange.
In any case, after the cancellation, you will be able to leave a review (you can choose one out of three options) which will appear on the profile of your host.