Cancellations, Travel Issues, and Booking Modifications

Cancellations and Travel Issues. In general, if a Guest cancels a Reservation, the amount paid to you is determined by the cancellation policy that applies to that Reservation. As a host, you should not cancel on a Guest without a valid reason under our Extenuating Circumstances Policy or applicable law. If you cancel on a Guest without such a valid reason, we may impose a cancellation fee and other consequences. If: (i) a Guest experiences a Travel Issue (as defined by the Rebooking and Refund Policy), (ii) an Extenuating Circumstance arises, or (iii) a Reservation is cancelled under Section 13 of these Terms, the amount you are paid will be reduced by the amount we refund or otherwise provide to the Guest, and by any other reasonable costs we incur as a result of the cancellation. If a Guest receives a refund after you have already been paid, or the amount of the refund and other costs incurred by Triply exceeds your payout, Triply (via Triply Payments) may recover that amount from you, including by offsetting the refund against your future payouts. You agree that Triply's Rebooking and Refund Policy, Extenuating Circumstances Policy, and these Terms preempt the cancellation policy you set in situations where they allow for the cancellation of a Reservation and/or the issuance of refunds to Guests. If we reasonably expect to provide a refund to a Guest under one of these policies, we may delay release of any payout for that Reservation until a refund decision is made.

7.2 Booking Modifications Hosts and Guests are responsible for any Booking Modifications they agree to make via the Triply Platform or direct Triply customer service to make on their behalf, and agree to pay any additional amounts, fees or taxes associated with a Booking Modification.

Extenuating Circumstances

This Extenuating Circumstances Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impracticable or illegal to complete your reservation. This Policy applies to reservations for both accommodations and Experiences.

When this Policy allows for cancellation, it controls and takes precedence over the reservation’s cancellation policy. Guests that are impacted by an event covered by this Policy can cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other consideration. Hosts that are impacted by an event covered by this Policy can cancel without adverse consequences, but, depending on the circumstances, their calendars may be blocked for the dates of the cancelled reservation.

What events are covered

This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.

Changes to government travel requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorization to travel

Declared emergencies and epidemics. Government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area—for example, malaria in a certain location.

Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the Listing location. This does not include non-binding travel advisories and similar government guidance.

Military actions and other hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.

Natural disasters. Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location.

What is not covered

Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellation policy that applies to the reservation.

What to do next

If we notify you or publish information confirming that this Policy applies to your reservation, please follow the cancellation instructions that we provide. If you have questions, please contact us on info@Triply.com or call us on +254 748 666 444.

Cancellation Fee and other consequences

Effective Date: June 16, 2023

While cancellations by Hosts are rare, and some cancellations are beyond a Host’s control, certain cancellations by Hosts can disrupt guest plans and undermine confidence in our community. For that reason, under certain circumstances, if the Host cancels a confirmed stay reservation, or if the Host is found to be responsible for a cancellation under this Policy, Triply may impose fees and other consequences. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on guests, the broader Host community and Triply. We will waive the fees and, in some cases, the other consequences, if the Host cancels because of Extenuating Circumstances or certain valid reasons beyond the Host’s control.

Cancellation fees

We will impose fees subject to a minimum cancellation fee of $50 USD and a maximum cancellation fee of $1,000 USD. The fee is based on the reservation amount and when the reservation is canceled:

  • If the reservation is canceled 48 hours or less before check-in, or after check-in, the fee is 50% of the reservation amount for the nights not stayed
  • If the reservation is canceled more than 48 hours, and 30 days or less, before check-in, the fee is 25% of the reservation amount
  • If the reservation is canceled more than 30 days before check-in, the fee is 10% of the reservation amount

When calculating cancellation fees, the reservation amount includes the base rate, service fee, and transaction cost, but excludes taxes and guest fees. If the calculated cancellation fee is less than $50 USD, it will be adjusted up to $50 USD, and if the calculated fee is more than $1,000 USD, it will be adjusted down to $1,000 USD.

Cancellation fees are typically withheld from the next payout(s) to the Host as provided in the Payments Terms of Service. In addition to the fees and consequences set out in this Policy, Hosts who cancel, or are found responsible for a cancellation, will not receive a payout for that reservation, or, if the payout has already been made, the future payouts will be reduced accordingly.

Situations in which fees may not apply

We will waive the fees set out in this Policy in appropriate situations, for example if the Host cancels because of Extenuating Circumstances or certain valid reasons beyond the Host’s control.

In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.

Hosts who believe one of these situations applies will be required to provide documentation or other support. We will determine whether to waive any fees and other consequences after evaluating the evidence.

Other consequences

In addition to a cancellation fee, other consequences may apply, such as preventing the Host from accepting another reservation for the Listing on the affected dates by blocking the Listing’s calendar. A calendar block prevents the Host from accepting another reservation for the Listing on the affected dates

Hosts who cancel confirmed bookings without a valid reason may experience other consequences. For example, Hosts may have their Listing or account suspended or removed.

When a Host is found responsible for a cancellation

Where this Policy mentions a Host being found responsible for a cancellation, it refers to situations where conditions are grossly and materially different from how the Listing was described at the time of booking. Examples may include: double-booking a Listing, substituting another property for the Listing booked by the guest, or gross Listing inaccuracies that materially disrupt a guest stay, like advertising a pool when no pool is available for use by guests.

Other things to consider

A Host must promptly cancel a reservation that the Host cannot honor and may not encourage the guest to cancel the reservation. Providing false statements or materials in connection with this Policy violates our Terms of Service and may result in account termination and other consequences. This Policy applies to cancellations that occur on or after the effective date. Any right that guests or Hosts may have to initiate legal action remains unaffected. Any changes to this Policy will be made in accordance with our Terms of Service. This Policy applies to stays.

Host penalties for canceling reservations

Cancellations mess with guests' plans and can reduce confidence in our community, so as a Host you should do your best to fulfill all confirmed reservations. If something has come up and you simply can’t fulfill a reservation for any reason, it’s your responsibility (and not your guest's) to cancel as quickly as possible to allow your guest time to make new plans.

There are certain limited circumstances where there are no adverse consequences to canceling.

Cancellation fee

If you cancel a confirmed reservation, a fee will be deducted from your first payout after the cancellation. The amount depends on when you accepted the reservation and how soon before check-in you canceled it:

  • More than 7 days before check-in, $50 will be deducted from your next payout
  • Less than 7 days before check-in, $100 will be deducted from your next payout

Unavailable/blocked calendar

If you cancel a confirmed reservation, your calendar may be blocked. This means you won't be able to accept another reservation that overlaps with the canceled one. Please note: Triply can block your calendar if you haven’t provided all the information required for your account.

Public review

If you cancel before the day of check-in, an automated review will be posted to your listing's profile indicating that you canceled one of your reservations. These reviews can't be removed, but you may be able to write a public response to clarify why you needed to cancel.

If you cancel on the day of check-in or later, guests can choose to leave a public review on your listing’s profile.

Account suspension and deactivation

If you cancel 3 or more reservations within a year, we may suspend or deactivate your listing.

Rebooking and Refund Policy

This Rebooking and Refund Policy explains how we will assist with rebooking a reservation and how we handle refunds when a Host cancels a reservation or another Travel Issue disrupts a stay.

What happens if a Host cancels before check-in

If a Host cancels a reservation prior to check-in, their guest will automatically receive a full refund. If a Host cancels 30 days or less prior to check-in, and the guest contacts us, we will also assist the guest with finding comparable or better accommodations.

What happens if another Travel Issue disrupts a stay

Other Travel Issues must be reported to us no later than 72 hours after discovery. If we determine that a Travel Issue has disrupted the stay, we will provide a full or partial refund and, depending on the circumstances, may assist the guest with finding comparable or better accommodations. The amount refunded depends on the severity of the Travel Issue, the impact on the guest, the portion of the stay affected, and whether the guest vacates the accommodations. If the guest decides to vacate the accommodations because of the Travel Issue and contacts us we will offer assistance with finding comparable or better accommodations for the remaining nights of the stay.

What Travel Issues are covered

The term "Travel Issue" refers to these situations:
  • Host cancels the reservation prior to check-in.
  • Host fails to provide access to the accommodations.
  • Host fails to disclose in the Listing that the Host, another person, or a pet will be present during the stay.
  • Accommodations are not habitable at check-in for any of the following reasons:
    • They are not reasonably clean and sanitary, including bedding and towels.
    • They contain safety or health hazards.
    • They contain pests.
  • Listing contains a material inaccuracy such as:
    • Incorrect home type (e.g. entire home, private room or shared room).
    • Incorrect type or number of rooms (e.g. bedrooms, bathrooms and kitchens).
    • Incorrect location of the accommodation.
    • Special amenity or feature described in the Listing is not present or does not function (e.g. pool, hot tub, bathroom - toilet, shower or bathtub, kitchen - sink, stove, refrigerator or other major appliance, electrical, heating or air conditioning systems).

How claims work

To be eligible for rebooking assistance or a refund, the guest who made the reservation may submit a claim by contacting us. Claims must be made to us no later than 72 hours after discovery of the Travel Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Host. We will determine whether a Travel Issue has occurred by evaluating available evidence

How this Policy affects Hosts

If a Host cancels a stay or another Travel Issue disrupts a stay, the Host will either receive no payout or will have their payout reduced by the amount of the refund to their guest. In most circumstances we will attempt to confirm a guest’s claim with their Host. Hosts can also dispute a Travel Issue by contacting us.

Other things to be aware of

This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a claim, whe Travel Issue directly with their Host. In connection with resolving the issue, guests can request refunds directly from Hosts. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Host. As part of providing rebooking assistance, we may, but are not obligated to, pay for or contribute to the cost of new accommodations. We may also provide guests with the option of applying the value of a canceled reservation to new accommodations, or of receiving travel credit, in lieu of getting a cash refund.

Where a guest demonstrates that timely reporting of a Travel Issue was not feasible, we may allow for late reporting of the Travel Issue under this Policy. Travel Issues that are caused by the guest, co-travelers, or their invitees or pets are not covered by this Policy. Submitting a fraudulent claim violates our Terms of Service and may result in account termination.

Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that guests or Hosts may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any guest or Host. All rights and obligations under this Policy are personal to the booking guest and Host of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service.