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    How do I file an extenuating circumstances claim?

    If you have to cancel because of an unexpected circumstance that’s out of your control, read our Extenuating Circumstances Policy for a list of circumstances covered.

    To submit a claim:

    1. Check that your circumstance is included in the list of extenuating circumstances
    2. Make sure you have the required documentation
    3. Cancel the reservation and inform your host or guest
    4. Contact us to file a claim

    Claims must be submitted within 14 days of the extenuating circumstance.

    After you contact us, we’ll walk you through the next steps, which will include submitting any required documentation and waiting for Community Support to review your case.