| Title | Description |
| Author | Enkostay Operation Team |
| Last Updated | March 31, 2026 |
| Effective Date | April 1, 2026 |
When This Policy Applies
If your flight has been cancelled or entry into the country has become impossible due to circumstances beyond your reasonable control — such as war or armed conflict, unforeseeable natural disasters, or orders and regulations issued by a government or public authority — Enkostay will review your eligibility for a penalty and fee waiver through our force majeure review process.
What Qualifies vs. What Does Not
Qualifying events:
- War, armed conflict, or situations of social upheaval
- Unforeseeable natural disasters (earthquakes, volcanic eruptions, etc.)
- Official government or public authority orders, such as entry bans or movement restrictions
Non-qualifying events:
- Seasonal weather conditions (heavy snowfall, typhoon season, cold waves, and other ordinarily foreseeable weather phenomena)
- Personal illness or injury
- Airline bankruptcy, strikes, or routine schedule changes
- Events that had already been publicly announced or were objectively recognizable at the time of booking
- Disruptions limited to transit or transfer points, where both the tenant's point of departure and destination are outside the directly affected area
Process for Approved Force Majeure Cases
Step 1. Date Change Request
If you need to change your move-in date due to a force majeure event, you may do so once without penalty, subject to the host's prior consent and only if an alternative flight is available. A second date change or a reduction in the contract duration requires separate host consent. If the host does not agree, the request will be converted to a contract cancellation.
Step 2. Contract Cancellation and Force Majeure Review
If a date change is not possible or no alternative flight is available, you may submit a force majeure review request to our operations team. The following documents are required for the review.
Required documents (all must be submitted):
- Official flight cancellation notice from the airline clearly stating the reason for cancellation
- Your actual e-ticket (must include passenger name, departure and destination cities, travel date, flight number, date of issuance, and cancellation status)
- Proof of airline ticket refund issued by your card company or payment gateway (PG)
- Documentation confirming the absence of alternative flights (airline announcement, customer service inquiry records, etc.)
- For force majeure events other than flight cancellations: official documents issued by a government or authorized public body (evacuation orders, entry ban notices, official disaster declarations, etc.)
If any document is missing or the supporting evidence is insufficient, your case will not be eligible for review.
Step 3. Refund Scope
The refund amount depends on when your documents and supporting explanation are fully submitted.
| Submission Timing | Processing Method | Refund Scope |
|---|---|---|
| Before move-in date | Contract cancellation | Full refund (all penalties and fees waived) |
| After move-in date | Early termination | No refund for the period of actual stay / Partial refund for the remaining unoccupied period |
Important Notes
- Force majeure eligibility is determined by the platform on a case-by-case basis through review of submitted evidence. The scope of approval may vary depending on the circumstances.
- Any refund beyond the amount calculated under the Terms of Service is entirely at the host's discretion and cannot be enforced by the platform.
- Losses arising from unexpected flight cancellations or delays may be claimed through the relevant airline or your personal travel insurance. Enkostay bears no obligation to provide compensation in such cases.