What if I need to cancel because of an emergency or unavoidable circumstance?
How it works
We may be able to give you a refund or waive the cancellation penalties if you have to cancel because of an unexpected circumstance that’s out of your control. Below is a list of circumstances covered by our Extenuating Circumstances Policy. Before you cancel, check that your circumstance is included in the list below and that you can provide the required documentation.
It’s important to keep in mind that penalty-free cancellations are only available for extenuating circumstances that occur or are known before the start time of the virtual performance.
Circumstances that require documentation
Death of the artist or host, their immediate family member, or caregiver. You’ll be asked to provide one of these documents:
- Death certificate
- News article naming the deceased
- Police report
Unexpected serious illness or injury affecting the artist or the host. You’ll be asked to provide a statement from a physician confirming that the person can't perform or host due to an unexpected, serious illness or injury. The statement must also be dated after the booking was made and provided within 7 days of cancellation of the virtual performance. At this time, pre-existing conditions known to the user at the time the booking was made are not covered by our Extenuating Circumstances Policy.
Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment. You'll be asked to provide a copy of the official notice dated after the booking was made, including the name of the person fulfilling the obligation.
Circumstances that require special reviewThere’s no required documentation for these circumstances, but our specialized team will review each case to confirm that you’re directly affected.
Natural disasters, terrorist activity, and civil/political unrest that prevent the guest from travelling to or from the destination, or that make it unsafe to host guests.
Epidemic disease or illness that suddenly affects a region or an entire group of people. This doesn’t include existing diseases that are associated with an area—for example, malaria in Thailand or dengue fever in Hawaii. Any updates to our policy regarding the outbreak of a disease, and the scope of policy application, will be determined based on announcements by the World Health Organization and local authorities.
Unplanned Electricity/Internet/Zoom outages that affect the virtual performance.
What to do next
If you’ve confirmed your circumstance meets the requirements above, first cancel your booking. If your reason for cancelation falls under a recognized extenuating circumstance, you’ll be notified that your booking qualifies for a penalty-free cancellation, and you’ll get a full refund if you’re a host.
If your reason for cancelation doesn't qualify automatically, continue cancelling your reservation and then contact us to file a claim. We’ll walk you through the next steps, which will include submitting any required documentation and waiting for our team to review your case. Claims must be submitted within 7 days of cancellation.