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The Kivo Traveller

Cancellation Policy

Last updated: February 4, 2026

1. Overview

At THE KIVO TRAVELLER™, we understand that travel plans can change. This Cancellation Policy clearly and transparently sets out the cancellation and refund terms for bookings made through our platform.

This policy complies with Portuguese consumer protection law and applicable European Union regulations for tourist accommodation contracts.

2. Cancellation Policy for Guests

2.1 Flexible Cancellation (Standard)

This is the standard cancellation policy applied to most KIVO properties, unless otherwise stated on the property page.

  • Cancellation up to 14 days before check-in: Full refund (100%) of amount paid, except KIVO service fee.
  • Cancellation 7-13 days before check-in: 50% refund of total stay value. KIVO service fee is non-refundable.
  • Cancellation less than 7 days before: No refund. The full amount is retained as compensation to the host.
  • No-show: No refund. The booking is considered used.

2.2 KIVO Service Fee

The KIVO service fee (15% of stay value) is non-refundable in case of cancellation, except in extraordinary circumstances (see section 4).

2.3 Properties with Custom Policies

Some exclusive properties may have different cancellation policies (more restrictive or more flexible). In these cases:

  • The specific policy will be clearly indicated on the property page before booking
  • It will be presented again during the checkout process
  • It will be included in the booking confirmation email

2.4 Partial Cancellation (Night Reduction)

It is not possible to reduce the number of nights in a confirmed booking. Any date changes require cancellation and a new booking, subject to availability and applicable cancellation terms.

3. How to Cancel a Booking

To cancel your booking:

  1. Log in to your account at thekivotraveller.com/account
  2. Select the booking you wish to cancel
  3. Click "Cancel Booking"
  4. Confirm the cancellation and review the refund amount
  5. You will receive a cancellation confirmation email

Note: Cancellation is only effective after email confirmation. If you have difficulties, contact us at hello@thekivotraveller.com

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4. Extraordinary Circumstances

In force majeure situations or extraordinary circumstances, we may offer additional flexibility, including full refund. This includes, but is not limited to:

  • Serious medical emergencies: that prevent travel (with medical proof)
  • Natural disasters: affecting the property or ability to travel
  • Government travel restrictions: imposed by authorities (COVID-19, public health emergencies, etc.)
  • Death: of guest or immediate family member (with proof)

To request special consideration, contact hello@thekivotraveller.com with supporting documentation. Each case will be reviewed individually.

5. Refund Processing

5.1 Processing Time

  • Refunds are processed automatically at the time of cancellation
  • The amount appears in your bank account within 5-10 business days
  • Timing depends on your bank and original payment method

5.2 Refund Method

All refunds are processed through the same payment method used for the original booking (credit card, debit, etc.). It is not possible to change the refund method.

5.3 Currency

Refunds will be made in the same currency as the original transaction (EUR). Any currency fluctuations are not KIVO's responsibility.

6. Cancellation by Host

If a host cancels your confirmed booking:

  • Immediate full refund: including KIVO service fee
  • Priority assistance: our team will help find an equivalent or superior alternative property
  • KIVO credit (optional): 10% discount on your next booking as compensation for the inconvenience

Hosts who cancel confirmed bookings are subject to penalties and review of their platform status.

7. Booking Modifications

Changes to dates or number of guests are subject to:

  • Property availability on new dates
  • Host approval (mandatory)
  • Price adjustment: if the new rate differs
  • No guarantee: modifications are not guaranteed. We recommend canceling and making a new booking if necessary

To request a modification, contact hello@thekivotraveller.com at least 14 days in advance.

8. Travel Insurance

We strongly recommend purchasing travel insurance that covers cancellations for unforeseen reasons. KIVO does not offer cancellation insurance, but this additional protection can cover situations not included in our standard policy.

9. Disputes and Complaints

If you are not satisfied with a cancellation resolution:

  1. First contact hello@thekivotraveller.com
  2. We will provide a resolution within 48 business hours
  3. If necessary, you can access the Electronic Complaints Book
  4. You can also contact alternative dispute resolution (ADR) entities in Portugal

10. Right of Withdrawal (EU)

Under European Union consumer protection law, the 14-day right of withdrawal does not apply to tourist accommodation bookings with specific dates.

However, our flexible cancellation policy offers fair and transparent terms that, in many cases, are more favorable than the standard right of withdrawal.

11. Changes to This Policy

KIVO reserves the right to change this Cancellation Policy. Changes only take effect for bookings made after the update date. Existing bookings maintain the terms in effect at the time of booking.

12. Contact

For questions about cancellations or refunds:

Email: hello@thekivotraveller.com

Response time: within 24 hours (business days)