Extenuating Circumstances Policy

Version: August 20, 2025

1. Overview

This Policy explains how cancellations are handled when unforeseen events beyond your control arise after booking and make it impossible, unsafe, or illegal to complete your booking.

2. Definitions

Event means one of the situations listed in Section 3 that (a) occurs after the booking is made, (b) was not reasonably foreseeable at the time of booking, and (c) prevents or legally prohibits completion of the booking.

3. What is covered (Extenuating Circumstances)

If an Event occurs, Shaka Nomad may, at its discretion, cancel the booking and issue the Guest a full refund or offer alternative remedies (such as rebooking or credit).

Covered Events include:

3.1. Government-imposed Changes to Travel Requirements

Unexpected changes to visa or passport rules mandated by a government authority that prevent travel to the destination.

Not covered: lost/expired documents, failure to obtain required documents, or personal circumstances affecting travel authorization.

3.2. Government Travel Restrictions

Official orders or bans by a government authority that prohibit traveling to, staying in, or returning from the destination.

Not covered: advisories, guidance, or recommendations that are not legally binding.

3.3. Armed Conflict and widespread Civil Disorder

War, invasion, acts of terrorism, explosions/bombings, insurrection, or widespread civil disorder that makes travel unlawful or impossible.

Note: Peaceful protests alone are not covered unless they result in binding government restrictions (see item 2).

3.4. Officially Announced Emergencies and Health Crises

Epidemics, pandemics, or comparable public health emergencies formally declared by a competent authority.

Not covered: endemic diseases regularly present in the area.

3.5. Natural disasters and Major utility Outages

Earthquakes, floods, fires, volcanic activity, tsunamis, or extreme and unusual weather events, and widespread interruption of essential utilities (e.g., electricity, water) caused by such events.

Not covered: ordinary seasonal weather or predictable local conditions.

4. What is not covered?

This Policy covers only the Events listed in Section 3. Examples of situations not covered include:

• Illnesses or injuries affecting the Guest or companions.

• Operational issues (e.g., equipment failures, staffing shortages).

• Low participation or failure to meet minimum group size.

• Legal obligations such as jury duty, court appearances, or compulsory military service.

• Event cancellations or schedule changes not caused by a covered Event; transport disruptions (road closures, flight/train/bus/ferry cancellations) not tied to a covered Event.

5. How to Request Coverage (Providers)

If an Event occurs, Providers may use the SOS Cancel button in the app to cancel only the affected bookings within a specified date–time range.

How it works?

1. Open the app and navigate to ths Client Bookings, Open Actions and click on SOS Cancel button.

2. Choose the date–time range covering the period impacted by the Event.

3. Select the applicable Event type (see Section 3).

4. Click on Submit.

Important

• Use SOS Cancel only for bookings genuinely affected by the Event.

• You must provide accurate information and keep any requested documentation.

• Shaka Nomad may review submissions and request additional evidence.

Invalid SOS cancellations (see Section 4)

If Shaka Nomad determines the situation does not qualify as a covered Event (or required information is not provided), the cancellation will be treated as an invalid cancellation under Section 4.2 of our Changes and Cancellations Policy. In that case, Shaka Nomad may as indicated:

(i) charge a cancellation fee (4% of the Booking total);

(ii) reverse or offset Customer refunds against current/future Provider payouts; and/or

(iii) apply ranking impacts or temporary suspension.

For assistance, contact us through the Support Center.