Legal Matters
Important information about using Travella
Cancellation Policy
Last revised: May 15, 2025
We understand that plans can change. That's why we've designed flexible cancellation policies to give hosts and guests clarity and confidence when booking through Travella. This policy explains how cancellations work for both hosts and guests.
Cancellation Policy Types
Hosts can choose from three different cancellation policies for their vehicles:
Flexible
Full refund for cancellations made at least 24 hours before the trip start time
No refund for cancellations made less than 24 hours before the trip start time
Best for hosts who want to maximize bookings and help guests who may need last-minute flexibility.
Moderate
Full refund for cancellations made at least 5 days before the trip start time
50% refund for cancellations made between 5 days and 24 hours before the trip start time
No refund for cancellations made less than 24 hours before the trip start time
A balanced option that offers reasonable flexibility for guests while providing more security for hosts.
Strict
Full refund for cancellations made at least 7 days before the trip start time
20% refund for cancellations made between 7 days and 24 hours before the trip start time
No refund for cancellations made less than 24 hours before the trip start time
Designed for hosts who want greater certainty for their scheduled bookings.
Note: The cancellation policy that applies to your booking will be clearly displayed before you confirm your reservation. Always review the specific policy before booking a vehicle.
Guest Cancellations
If you need to cancel a trip as a guest, here's what you should know:
How to cancel a trip
- Go to "Trips" in your account dashboard
- Find the trip you wish to cancel
- Click on "Cancel trip"
- Follow the prompts to complete the cancellation
Refund processing
- Refunds are processed to your original payment method
- Processing time typically takes 5-7 business days, depending on your payment provider
- Travella service fees are refunded according to the same schedule as the trip cost
Cancellation fee impacts
Excessive cancellations may impact your ability to book through Travella in the future. We monitor cancellation patterns to ensure a reliable experience for our hosts.
Host Cancellations
As a host, canceling confirmed bookings can significantly impact guests' travel plans. To maintain platform reliability, we have the following policies for host cancellations:
Host cancellation penalties
Hosts who cancel confirmed bookings may face the following consequences:
- A cancellation fee of 20% of the trip price
- Impact on your host rating and search visibility
- Restrictions on your calendar availability for the cancelled period
- Possible removal from the "All-Star Host" program
- After repeated cancellations, restriction of hosting privileges
Exceptions to host penalties
Penalties may be waived in the following situations:
- The guest violates the terms of service or poses a safety risk
- Your vehicle has a mechanical issue that cannot be resolved before the trip (documentation required)
- Natural disasters or severe weather events make fulfilling the booking impossible
- Documented personal emergencies (subject to review)
To request a penalty waiver, contact Travella support with relevant documentation within 24 hours of the cancellation.
Extenuating Circumstances Policy
In rare cases, cancellations may qualify under our Extenuating Circumstances Policy, which may provide additional refund options. These circumstances include:
- Death or serious illness of the guest, host, or immediate family member
- Serious injury that directly impacts the ability to travel or host
- Government-mandated obligations such as jury duty or military deployment
- Significant natural disasters affecting the destination area
- Transportation carrier strikes that prevent travel
- Government travel restrictions or advisories
- Endemic disease or illness outbreaks with government-mandated travel restrictions
Documentation required: To qualify for the Extenuating Circumstances Policy, you must provide appropriate documentation within 14 days of the cancellation. All requests are reviewed on a case-by-case basis.
Changes to Bookings
Modifying a reservation
Guests can request modifications to their bookings, such as changing dates or times. The host must approve these changes. Modifications that increase the trip price will require additional payment, while those that reduce the price will be refunded according to the cancellation policy in effect.
Early returns
If you return a vehicle earlier than scheduled, refunds for the unused portion of the trip are at the host's discretion. There is no automatic refund for early returns.
Need Help?
If you have any questions about our cancellation policies or need assistance with a specific situation, please contact our customer support team at support@prodevkampala.com or through the Help Center in the app.