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Community policy

Special Support Policy for cancellations within mainland China

Effective date: January 20, 2021

To help Airbnb users who travel within mainland China to mitigate the cost of canceling their bookings for certain unforeseeable and uncontrollable personal incidents, such as death, unexpected serious illness, or injury, we've launched this Special Support Policy. To apply for support under this Policy, you need to submit the documentation specified below. After reviewing your documentation to confirm you qualify, we may, at our sole discretion, provide financial support up to the amount of your actual loss in reservation value in the form of cash refund or other consideration.

What reservations are covered

If your reservation meets all the conditions below, you may qualify for support under the Policy:

  • You reside in mainland China and your reservation was for a stay in mainland China
  • Your reservation was made before the qualifying incident and you have documentation to support that
  • You have contacted your host to request cancellation and negotiate a refund

This Policy does not apply to reservations that have been canceled or changed by mutual agreement of the host and guest through the Airbnb Platform.

Covered personal incidents and required documentation

If your trip is affected by one of the unforeseeable and uncontrollable incidents listed below, you may qualify for support under the Policy. To obtain financial support, you must submit the documentation specified below no later than 7 days following the date you cancel your reservation. We will review your submission and decide whether, at our sole discretion, your documentation is complete, authentic, and valid.

  • Death: death certificate.
  • Hospitalization: medical record/certificate of diagnosis, proof of hospitalization (overlapping with check-in and/or check-out dates) and proof of payment issued by a Grade III, Level A hospital. Please note that a hospitalization due to foreseeable prior or chronic illness is not covered.
  • Fracture: medical record/certificate of diagnosis issued by a Grade III, Level A hospital, including a sick leave slip containing language such as "unfit to travel" and showing proof of payment.
  • Pregnancy: medical record/certificate of diagnosis issued by a Grade III, Level A hospital, including a sick leave slip containing language such as "unfit to travel" and showing proof of payment. This only applies when a normal pregnancy is diagnosed for the first time after the booking date.
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