Canceling an exchange can be very stressful for all members, both guests and hosts, as you both prepare and look forward to this exchange. So it is important to cancel an exchange only in case of a major problem and discuss it with your guests/hosts to find a solution. It would be best to notify your exchange partner of the possible cancellation as soon as you learn of this possibility so that you and them have enough time to discuss and find the best solution.
Of course, our team is also here to help you find the solutions. To learn more about our guarantees in case of cancellation, click here.
In case of improper cancellation of the stay of your future guests, we reserve the right to terminate your account.
To cancel a finalized exchange:
- On the website: go to your conversation with your exchange partner and click on "Cancel the exchange" at the bottom right of the screen in the exchange details.
- On the app: go to your conversation with your exchange partner and tap "Your trip" or "X's trip" if you are the host. Then, scroll down to the bottom of the screen and tap "Cancel".
- If you cancel the exchange as a guest, your host can choose whether to keep or give them back to you (from their account, they can choose either "Give back the GuestPoints" or "Keep the GuestPoints"). However, if there is a valid reason to your cancellation (for example a health problem), you can contact us, and we can give you back some or all of the GuestPoints from your exchange and allow your host to keep them as well.
- If you cancel as a host, the GuestPoints will automatically be returned to your guest.
More information about the cancellation policy regarding guestpoints can be found here.