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REFUND & CANCELLATION POLICY

These terms and conditions govern the policy for Guest refunds (“Guest Refund Policy”). The Guest’s rights under this Guest Refund Policy will supersede the Host’s cancellation policy.

By using the portal of Frank Porter Vacation Homes LL.C. as a Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Guest Refund Policy.

1.     Travel Issue: “Travel Issue” means any one of the following:

A host of the Property (i) cancels a booking shortly before the scheduled start of the booking, or (ii) fails to provide the Guest with the reasonable ability to access the Property.

Listing’s description or delineation of the Property is materially inaccurate with regards to:

a.Size of the Property (e.g., number and size of the bedroom, bathroom, and/or kitchen or other rooms);

b. Whether the reservation for the Property is for an entire home, individual room, or shared room, and whether another party, including the Host, is staying at the Property during the engagement;

c. Special amenities or features represented in the Listing are not provided or do not work, such as decks, ponds, hot baths, baths (toilet/shower/tub), kitchen (sink/kitchen range/refrigerator or major other appliances), and electrical, heating or air condition systems, or;

d. The physical location of the Property (proximity).

At the start of the Guest’s booking, the Property: (i) is not generally clean and sanitary (ii) contains safety or health hazards, (iii) does not include clean bedding and bathroom towels available for the Guest’s use, or (iv) has vermin or contains pets not disclosed in the Listing.

2.     The Guest Refund Policy

If you are a Guest and suffer a Travel Issue, we concur, at our discretion, to either (i) reimburse you up to the amount paid by you (“Total Fees”) depending on the nature of the Travel Issue suffered, or (ii) use our reasonable efforts to find and book you another Property for any unused nights left in your booking which is reasonably comparable to the Property described in your original engagement in terms of size, rooms, features, and quality. In the event of cancellation of booking without any Travel Issue, a full refund shall be yielded if the booking was canceled 14 days or more before the date of commencement of the booking whereas no refund shall be offered if the engagement was less than 14 days before the date of commencement of the relevant booking.

 

General Cancellation

  • Any experience or event, canceled within 24 hours of booking, is eligible for a full refund.
  • Any experience or event cancellation that is 30 days or more before the start date, is eligible for a full refund.
  • Cancellations less than 30 days before the start date will not be eligible for a refund unless your spot is booked and completed by another guest.
  • Should your spot be booked and completed by another guest, a full refund will be processed within 14 days of the experience start date.
  • However, if your reason for cancellation meets our Extenuating Circumstances policy, you will be refunded in full.

Account Verification

Should any member of your party be unable to complete the account verification process within 3 days of purchase, all portions and spots for the experience or event will be canceled and fully refunded.

Weather

Hosts make every effort to continue, as scheduled, with experiences or events. If bad weather conditions create an unsafe scenario for guests or hosts, a change or partial cancellation of an itinerary or activity may result. Should an individual experience or event be canceled by host or guest, or should an itinerary substantially change or result in a cessation of the trip, please? ae will work with your host to provide an appropriate refund.

Please contact us to officially request a cancellation of your experience or event.

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