What happens if I need to cancel my booking because of a public health crisis, bushfire, or other acts of nature?
On March 11, the World Health Organization (WHO) declared the spread of COVID-19 to be a global pandemic. To support our community, COVID-19 related booking cancellations will fall under our natural disaster policy.
For COVID-19 related cancellations with a check-in date before 30 June 2020, and inline with ACCC recommendations, Youcampers are eligible to collect a full “CampCash” credit, which will be stored on their profile to be used towards bookings in the future (valid for 12 months).
If the check-in time has already passed or the booking is scheduled for after 30 June 2020, the Host’s standard cancellation policy will apply. A doctor’s note or official travel advisory may be necessary for any COVID-19 related changes to trips happening after 30 June 2020. We recognise that this is a rapidly-evolving situation and will revisit this timeline if necessary.
Either a Host or a Guest can cancel a booking using the COVID-19 reason. Guests: to cancel your booking, login, go to “My Trips” in your profile, locate your trip and follow the steps selecting COVID-19 as the cancellation reason. Hosts: cancel bookings via Host Portal > Bookings.
Other Natural Disaster Cancellations
If a booking needs to be cancelled due to a natural disaster, public health crisis, or other act of nature that will prevent a trip from being safely completed, then the Youcamper that made the booking is eligible to collect a full credit including the Youcamp service fee. It is at the Youcamp’s administration team’s sole discretion to enact the Natural Disaster Policy. In order to initiate this process, you or your Host will need to get in touch with Youcamp Support.
The Host will not collect any money for these bookings, regardless of their chosen cancellation policy. Our hope is that by providing a full credit, Youcampers will be able to postpone their trip for a later date.
We may request documentation such as a doctor’s note, travel restriction, or severe weather advisory to have this policy apply.
Please note that non-severe storms or extreme temperatures do not fall under our Natural Disaster Policy. If you do not want to go on a trip because of the present weather, please speak with your Host directly to see if they are willing to offer a refund and you have the option of rescheduling your trip via a booking alteration.
We are currently experiencing a high volume of support requests, we ask for your patience during this time. If your question is not answered below, please email [email protected] and someone will respond as soon as possible.
I’m a host, how do I cancel my bookings due to Coronavirus?
Login, go to Host Portal > Bookings. There is a green link at the top right that says CANCEL BOOKING, follow the steps and select COVID-19 as the cancellation reason.
I’m a guest and need to cancel my booking, what should I do?
Our first recommendation is that you change your dates. Only a guest can change their dates. Log in to Youcamp, go to My Trips in your profile area, pick a date, any date in the future and change your booking. A host needs to accept your booking alteration to change dates. You can then change your dates again when you are ready to travel.
I need to cancel my booking, can I get a refund?
In line with ACCC recommendations around Coronavirus cancellations, Youcampers are issued a 100% credit as CampCash, to be used for a future camp. Valid for 12 months from date of cancellation.
How do I cancel my booking and get a CampCash credit?
In your guest profile under “My Trips” hit the button with an X to cancel. Follow the steps and select COVID-19 as your cancellation reason.
How do I change the dates of my booking?
In your guest profile under “My Trips” hit the button with a pencil to open your booking. Click on ALTER BOOKING. Follow the steps to change your dates. A host needs to accept your request to change dates. If you need help with a booking date change contact Youcamp support.
How do I view my CampCash balance?
When you cancel using the COVID-19 cancellation reason, funds are automatically loaded as CampCash, visible in your profile area. CampCash is valid for 12 months from cancellation date.
I have already cancelled my booking, can I get my service fee refunded?
Youcamp is issuing a CampCash credit of the booking service fee for cancellations made from Sunday 15 March 2020 to Thursday 26 March 2020. To receive this credit, please submit your booking reference number and your email address connected with your Yocamp profile to [email protected]. Please be patient while we process these requests. You will be notified once the credit has been applied.
When can I use CampCash & how does it work?
CampCash is valid for 12 months from booking cancellation day. It is automatically applied to when you make your next booking and deducts from the total amount of your trip. If your next booking does not use all the CampCash funds, there will be some leftover for your next booking. Likewise, if your next booking equals more than your CampCash balance you can top it up with a credit card payment or a gift card.
Can I get a refund instead of CampCash?
In line with ACCC recommendations for Coronavirus cancellations, a credit note or voucher is the considered adequate compensation. If you are seeking a refund instead of a credit, you’ll need to contact Youcamp support at [email protected] and each case will be reviewed on individual merits.