What is TOMODACHI GUIDE's Extenuating Circumstances Policy?

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TOMODACHI GUIDE empowers TOMODACHI GUIDE to set and manage their cancellation policies. If a guide or guest needs to cancel a reservation, it is their responsibility to cancel as soon as possible. At times, certain circumstances outside of a guide or guest’s control can impact their ability to meet the terms of a reservation.

In rare instances, if TOMODACHI GUIDE determines that a guest or guide’s reason for cancellation falls within TOMODACHI GUIDE's Extenuating Circumstances Policy, TOMODACHI GUIDE may override the Cancellation Policy and make refund decisions. If TOMODACHI GUIDE determines that a Guest or Guide’s reason for cancellation falls within TOMODACHI GUIDE’s Extenuating Circumstances policy, TOMODACHI GUIDE may waive the guide cancellation penalties outlined in TOMODACHI GUIDE’s Terms of Service and TOMODACHI GUIDE’s Payments Terms of Service.

[What might be covered?]
Valid extenuating circumstances include:

Unexpected death or serious illness of a guide, guest or immediate family member
Serious injury that directly restricts a guest’s ability to travel or a guide’s ability to guide
Significant natural disasters or severe weather incidents impacting the location of destination or location of departure
Urgent travel restrictions or severe security advisories issued after the time of booking, by an appropriate national or international authority (such as a government office or department)
Endemic disease declared by a credible national or international authority (such as the Center for Disease Control or the World Health Organization)
Severe property damage or unforeseen maintenance issues that directly impact the ability to host safely
Government-mandated obligations issued after the time of booking (ex: jury duty)

[If you need to make a claim]
Claims can only be considered after a reservation has been canceled. Once you have informed your guide or guest and canceled a reservation, if you feel that your reason for cancellation is covered by TOMODACHI GUIDE’s Extenuating Circumstances Policy, contact TOMODACHI GUIDE for consideration. We generally require claims to be submitted no later than 14 days from the original trip date and we may require valid supporting documentation.

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