Why your cancellation policy was overridden

Your cancellation policy may be overridden in certain situations. In these cases, the guest may be given a full refund in accordance with our Terms of Service.

When the cancellation policy may be overridden 

Your guest may cancel for a full refund if:

For home, service, or experience guests

• The guest can’t reach the host
• The guest needs to cancel because of a Major Disruptive Event

For home guests

• The place is inaccessible, unclean, unsafe, or there’s an animal that wasn’t declared
• The guest contacts us within 24 hours of finding a serious issue that the host either can’t or won’t help with
• The guest cancels a home within the 24-hour free cancellation period for reservations in California

For service or experience guests

• The service or experience host fails to start within 15 minutes of the stated start time
• A host is not prepared to host the service or experience (ex: inappropriate venue, missing essential equipment, or failing equipment) 
• If the execution of a service or experience differs substantially from what was advertised in a listing or booked by the guest

What happens to payouts if the cancellation policy is overridden

If a host is paid for the reservation, they may owe an amount of money as a result of the cancellation. Airbnb may recover that amount as provided in our Payments Terms of Service. An adjustment will be automatically deducted from the next scheduled payout.

Find out more about what an adjustment on your earnings means.