Most refunds fall under the cancellation policy or the major booking issue process. A few situations sit outside both.
Force majeure
Extraordinary events beyond your control may justify a refund even where a strict policy would not normally allow it. These include serious natural disasters such as typhoons and earthquakes, sudden travel restrictions or government orders, disease outbreaks, and major safety issues at the destination.
Siargao sits in a typhoon belt and the season runs roughly from June to November, so this is a real consideration rather than a theoretical one.
To request this, contact [email protected] with evidence such as a government advisory, a flight cancellation notice, or an official order. Each case is reviewed individually.
What does not qualify: a change of mind, a work conflict, a mild illness, or weather that is inconvenient but not disruptive.
Security deposits
Where a host requires a security deposit, it is handled by the host directly. Koobo does not collect or hold deposits unless we have explicitly stated otherwise, so the return of a deposit is arranged between you and the host.
Any deposit should be disclosed in the listing or communicated before your booking starts. If you are asked for an undisclosed deposit on arrival, tell us.
Damage and additional charges
Hosts may charge for damage, missing items, excessive cleaning, rule violations, late returns or traffic fines on a rental. A host claiming these should notify you promptly and provide reasonable evidence such as photographs, invoices or repair quotes.
You are expected to respond in good faith, and to return rentals and equipment in the condition you received them, allowing for ordinary wear and tear.
Koobo can help facilitate that conversation but does not decide the outcome or collect damages on a host's behalf.
Partial refunds
Where a booking was partly usable, an outcome may be a partial rather than a full refund, proportionate to what you were able to use.
Bookings cancelled by Koobo
Occasionally Koobo cancels a booking, for example where a listing was published at an obviously incorrect price or where a booking appears fraudulent. In those cases you receive a full refund.