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 at firstname.lastname@example.org
If the cancellation is an emergency, you can send an email to email@example.com.
If case of cancellation:
- Your GuestPoints will be returned to your account
- HomeExchange will help you find a substitute exchange that meets the basic criteria of your search
- If HomeExchange cannot find you a substitute exchange 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 700 € / week, depending on the situation
- 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 700 € / week, depending on the situation.
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 appears on the profile of your host.