Updated March 17, 2020
On March 11, 2020, the World Health Organization (WHO) declared the outbreak of coronavirus, known as COVID-19, to be a global pandemic. We are providing the following coverage for COVID-19 under our extenuating circumstances policy to help protect our community and provide peace of mind.
Existing bookings made on or before March 31, 2020, for stays with a move-in date between March 17 and July 1, 2020, are covered. Renters who cancel will receive a full refund of their service fees and processing fees and the $75 cancellation fee will be waived.
Rental deposit and cleaning fee returns are dependent on your host's cancellation policy outlined in their lease. We encourage hosts to return the first and last month's rent in full, as long as renters have not yet moved in.
What bookings are covered
Bookings made on or before March 31, 2020 are covered.
Existing bookings for stays with a move-in date between March 17, 2020 and July 1, 2020 are covered. This means that renters who cancel will receive a full refund of all service and processing fees, and the $75 cancellation fee will be waived.
Bookings made after March 31, 2020 or that have a move-in date after July 1, 2020 are not covered.
Bookings for stays made after March 31, 2020, along with bookings with a move-in date after July 1, 2020, will not be covered under our extenuating circumstances policy except where the renter or host has contracted COVID-19. The host’s cancellation policy will apply as usual.
Please remember to carefully review the host's cancellation policy set by the host in their lease when booking and consider choosing an option that provides flexibility.
Process of cancelling a booking
- Message your host to communicate the change. Ask your host how much of what you already paid will be returned to you and any next steps needed from them.
- Email the Kopa Customer Success team at firstname.lastname@example.org. In that email, include the following: the refund agreed upon by you and your host, details of why you're canceling your booking, and any supporting documents (e.g. screenshot of an email from your employer about your canceled internship).
- The Kopa team will reach out to your host for confirmation. Once confirmed, we will process the cancellation and return the funds to your original payment method.