Cancellation Policy
1. General principles
CulturaTrip applies a transparent and fair cancellation policy, designed to protect both visitors and host families. All cancellations must be made from the visitor's personal space on the platform.
2. Visitor refund schedule
The refund in case of cancellation depends on the time between the cancellation date and the scheduled arrival date:
| Time before arrival | Visitor refund |
|---|---|
| More than 14 days | 80% of total amount |
| 7 to 14 days | 50% of total amount |
| Less than 7 days | 0% (no refund) |
CinetPay bank processing fees (approximately 2-3% depending on payment method) are non-refundable in all cases.
3. Compensation for the host family
In the event of a late cancellation (less than 7 days before arrival), the host family receives compensation:
- Cancellation between 3 and 7 days before arrival: 30% of the stay amount
- Cancellation less than 3 days before arrival: 50% of the stay amount
4. Cancellation due to force majeure
In the event of proven force majeure (natural disaster, border closure, government decision), CulturaTrip may grant a full refund or credit note upon supporting evidence, at its discretion.
5. Cancellation by the host family
If the host family cancels a confirmed booking, the visitor is fully refunded. CulturaTrip may temporarily or permanently suspend the family's profile in the event of repeated cancellations.
6. Non-compliance upon arrival
If the accommodation does not match the published listing, the visitor may report the non-compliance within the first 4 hours. After CulturaTrip's investigation, a partial or full refund may be granted depending on the severity of the discrepancy.
7. Cancellation procedure
- Log in to your personal space
- Go to 'My Bookings'
- Select the booking to cancel
- Click 'Cancel this booking'
- Confirm the cancellation — the refund is processed within 5 to 10 business days
Last updated 13 April 2026