At Kindred, we make every effort to ensure trips go according to plan but we understand that unforeseen circumstances can sometimes cause plans to change. Our cancellation policy is designed to provide Kindred members with a consistent and predictable travel experience while allowing reasonable flexibility for adjustments.

We kindly ask that members consider the impact of cancelling a confirmed booking. Cancellations can disrupt the plans of others and affect the overall reliability of the community, which we work hard to maintain. By honoring your commitments, you help us continue offering a radically affordable and accessible travel experience for everyone.

Guest Cancellation Policy

Our guest cancellation policy provides our members with reasonable flexibility in the event that plans change once a trip is booked, while being respectful of the time and effort hosts have already invested in preparing to welcome members into their home, and recognizing that hosts are often relying on the credits earned from the booking to plan their own future travel. A portion of the non-refunded credits may, at Kindred’s discretion, be provided to the impacted host in connection with a cancellation or disruption.

  • Free Cancellations: Cancel up to 60 days before the arrival date, or within 24 hours of confirming the booking, with no penalty. (In the event a host cancels within 24 hours of booking, the guest will not be eligible for trip protection — but will be refunded 100% of credits, cleaning, and service fees)
  • Partial Refund: Cancellations made between 30-60 days before the arrival date are eligible for a 75% refund of service fees and credits, and a full refund of cleaning fees.
  • Non-refundable: Cancellations made within 30 days of the arrival date will not be eligible for a refund, except for the cleaning fee.
    • Cancellations made between 8 - 30 days before the arrival date are eligible for a full refund of cleaning fees.
    • Cancellations made within 7 days of check-in are eligible for a refund of the cleaning fee, less a $50 cleaning cancellation charge.

Host Cancellation Policy

We offer flexibility to hosts in the event their plans change, while recognizing that host cancellations can severely impact the dependability and reliability of the experience for all members within the community. A portion of the non-refunded credits may, at Kindred’s discretion, be provided to the impacted guest in connection with a cancellation or disruption.

  • Free Cancellations: Cancel up to 60 days before the Guest’s arrival date, or within 24 hours of confirming the booking, with no penalty.
  • Moderate credit penalty: Cancellations made between 30-60 days before the Guest’s arrival date will result in a 25% credit penalty.
  • Strict credit penalty: Cancellations made less than 30 days before the Guest’s arrival date will result in a 100% credit penalty.

In the case of any Host cancellations, the Host will be blocked from accepting any new bookings on the accepted dates, and will forfeit all credits related to the canceled booking, including any promotional or bonus credits earned.

Excessive Cancellations and Other Guidelines

  • In the event that a member cancels two or more confirmed trips within a 12-month period, Kindred reserves the right to terminate membership upon further evaluation. In the event that a membership is terminated, the member will forfeit eligibility for any refunds.
  • In the event that a member has violated Kindred's Member Code of Conduct or Terms of Service, Kindred reserves the right to cancel any booked or active trips without prior notice. In this event, Kindred is not responsible for securing alternative accommodations for the member.
  • Kindred retains the right to review the standing of members who make Late Cancellations and take appropriate action if we believe that a member has canceled unnecessarily, has misrepresented the circumstances around the cancellation, or has not taken reasonable efforts to maintain the scheduled stay as planned. Appropriate action may include membership termination or imposing penalties at Kindred's discretion. Please note that these measures are in place to safeguard the overall member experience and are not meant to be punitive.
  • In the event of a cancellation by either the Host or the Guest, any promotional credits, bonus credits, or discount coupons applied to or earned from that specific booking will be rendered void and forfeited. This includes, but is not limited to, credit bonuses, hosting incentives, or seasonal promotions. Forfeited promotional items are not eligible for reinstatement or transfer to future bookings.
  • When calculating credit penalties, gifted credits, refunds, or other credit transfers based on a percentage of a booking, Kindred will round the resulting credit amount to the nearest whole credit.

Guest Trip Protection

  • We prioritize the dependability of our platform and make every effort to deliver experiences as intended. In the event that a Host cancels a confirmed booking within 30 days of the arrival date, or the Guest is reasonably prevented from accessing or entering the home, we will attempt to secure alternative accommodations for the same dates at no extra cost to the Guest. You can read more about our Guest Trip Protection Policy here.

Trip Changes and Adjustments

If a Guest needs to make changes to their trip, the following will apply:

  • Guests can request to extend their stay, subject to the discretion and approval of the Host. If approved, the Guest will pay any applicable difference in credits and service fees.
  • If a Guest chooses to shorten their stay more than 30 days before their confirmed arrival date, Kindred will refund the difference in credits and service fee amount. However, if the Guest shortens their stay within 30 days of their confirmed arrival date, they will forfeit the difference in credits and service fee amount, though the credits the Host receives will remain.
  • If a Guest chooses to book a different Kindred home for the same dates as an existing reservation, they must complete the new booking separately and pay all applicable fees at the time of booking. Once the original reservation is canceled, the fees paid for that reservation will be refunded. Any credits associated with the original reservation will be refunded based on the Guest Cancellation Policy in effect at the time of cancellation.
  • If a Guest modifies booking details (such as guest count, pet count, etc.) after the Host has confirmed the reservation, it is at the Host's discretion whether to approve or decline the modifications. If the Host does not approve the requested changes, the guest will not be eligible under the Trip Protection Policy. If the Guest decides to cancel, or make adjustments to their stay as a result, the above cancellation terms will apply.

If a Host needs to make changes to a trip, the following will apply:

  • If the Host cancels a portion of the trip after trip confirmation, the Host Cancellation Policy outlined above will apply for each night affected.

Extenuating Circumstances Clause

We understand that some cancellations arise from unforeseen circumstances beyond our control. In these cases, Kindred will make every effort to accommodate a member’s needs and changing plans. In the event of an “Extenuating Circumstance” (defined below), the member is eligible to submit supporting documentation to Kindred for review, and Kindred, at its sole discretion, may choose to waive any or all penalties associated with the cancellation.

What’s covered:

  • Serious illness: A significant health issue that prevents travel, confirmed by a medical certificate or official documentation.
  • Death: The death of the guest, host, or an immediate family member, verified by a death certificate or obituary.
  • Changes in government travel requirements: Unexpected alterations in visa or passport regulations mandated by government authorities that hinder travel to the destination. This does not cover lost or expired documents or personal issues related to a guest's travel authorization.
  • Declared emergencies and epidemics: Emergencies, epidemics, or pandemics officially declared by the government. Note that diseases commonly associated with a region, such as malaria in Thailand or dengue fever in Hawaii, are not included. Additionally, COVID-19 is no longer considered under this clause.
  • Government travel restrictions: Restrictions imposed by governmental bodies that prevent travel to or from the listing location. Non-binding travel advisories and similar recommendations are not included.
  • Military actions and hostilities: Events such as wars, invasions, civil unrest, terrorism, explosions, bombings, riots, and similar acts of violence.
  • Natural disasters: Significant natural disasters, major utility outages, volcanic eruptions, tsunamis, and extreme weather events.

What’s not covered:

  • Personal illness or injury, or death of an immediate family member, without confirmation by a medical certificate or official documentation from a medical professional.
  • Changes to travel plans resulting from the cancellation or rescheduling of the event for which the booking was made (including work related travel, music festivals, concerts etc.)
  • Government obligations like jury duty or court appearances
  • Travel advisories or government guidance that do not constitute a travel ban
  • Transportation disruptions unrelated to a covered event, such as road closures, transportation strikes, or cancellations of flights, trains, buses, or ferries.

Questions

If you have any questions about our Cancellation, Adjustments, and Trip Protection Policies, please contact the Concierge Team in the Kindred app or send an email to support@livekindred.com.

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