Cancellation Policy
Cancellation and refund procedures
As a Service Provider on Holiday PA, understanding our cancellation policies is essential for managing your bookings and ensuring a smooth experience for your customers. This guide covers everything you need to know about our cancellation policies and how they apply to your services.
Standard Cancellation Policy
Most services on Holiday PA follow a standard cancellation policy:
Customer-Initiated Cancellations:
Service Provider-Initiated Cancellations:
Other Cancellation Scenarios:
- Pending bookings: When a customer cancels a pending booking or a Service Provider denies it, the payment hold is released immediately
- Application fees: All refunds include the application fee
Service Providers receive payment only for services that are completed. If a booking is cancelled according to the above policy, the Service Provider will not receive a payout for that booking.
Payment-processor charges
Refunds are processed in the original transaction currency. Holiday PA is not responsible for card-issuer or banking charges applied to the customer by third parties.
Service Provider Options
Certain Service Providers may have the option to implement custom cancellation policies for specific services, particularly for:
- High-value or specialised services requiring advance preparation
- Services with limited availability or seasonal constraints
- Group activities with minimum participant requirements
Customers can always review the applicable cancellation policy before confirming their booking.
When the Cancellation Policy May Be Overridden
There are certain circumstances in which a customer might be entitled to a full refund, regardless of the standard cancellation policy. In these cases, the Service Provider will not receive a payout for the booking.
Customers may cancel for a full refund if:
Service Provider Issues:
- The Service Provider cannot be reached through the Holiday PA platform
- The Service Provider fails to arrive within 15 minutes of the scheduled service start time
- The Service Provider is not prepared to deliver the service (e.g., missing essential equipment)
- The delivered service differs substantially from what was advertised in the listing
Major Disruptive Events:
- The customer needs to cancel because of a Major Disruptive Event (see below)
Safety and Access Issues:
- The customer contacts Holiday PA within 24 hours of discovering a serious issue that the Service Provider either cannot or will not resolve
Major Disruptive Events Policy
Overview
In rare circumstances where large-scale events prevent or legally prohibit completion of a booked service, the Major Disruptive Events Policy may apply. When this Policy is activated, customers can cancel their booking and receive a full refund regardless of the service's cancellation policy, and Service Providers can cancel without penalties.
What Events Are Covered
The following events are covered under this Policy if they affect the service location, occur after booking, and prevent completion of the service:
1. Public Health Emergencies
- Government-declared epidemics, pandemics, and public health emergencies
Note: Endemic diseases or those commonly associated with an area are not covered
2. Government Travel Restrictions
- Mandatory travel restrictions such as evacuation orders or lockdown orders
Note: Non-binding travel advisories do not qualify
3. Military Actions and Hostilities
- Acts of war, terrorism, explosions, bombings, rebellions, riots, and insurrection
4. Essential Utility Outages
- Prolonged outages of heat, water, or electricity affecting the vast majority of an area
5. Natural Disasters
- Unforeseeable natural disasters like earthquakes and tsunamis
- Unforeseeable severe weather events like tornadoes
Note: Foreseeable seasonal weather patterns are not covered
What Is Not Covered
The following situations remain subject to the standard cancellation policy:
- Events affecting only the customer's ability to travel, not the service location
- Unexpected injury or illness
- Government obligations like jury duty
- Cancellation of events for which the service was booked
- Transport disruptions (flight cancellations, strikes, road closures)
- Foreseeable weather conditions (e.g., monsoon season, winter weather)
How This Policy Affects Service Providers
When a Major Disruptive Event applies:
- Service Providers can cancel without fees or penalties
- No payout is received for cancelled services
- The Service Provider's calendar remains blocked for the cancelled dates
Service Provider Obligations
Service Providers must cancel a booking if:
- They cannot safely deliver the advertised service
- The service conditions have materially changed from what was booked
- Local regulations prohibit the service
Failure to cancel when required may result in:
- Account suspension
- Cancellation of existing bookings
- Removal from the Holiday PA platform
Important Notes
- These policies do not limit rights under local regulations
- Holiday PA's decisions do not affect statutory rights
- For situations not covered by these policies, we encourage Service Providers and customers to find mutually acceptable arrangements
- This policy is part of our Terms of Service and supplements both our Terms for Service Providers and Terms for Customers