Storno policy
Cancellation and interruption of stays at accommodation facilities · Limit €8,000 per insured person
The policy covers two distinct situations:
A – Cancellation before departure: If an unforeseen, covered event prevents you from leaving, the policy refunds the amounts already paid and not recoverable, withheld by the property as a cancellation penalty. The limit is €8,000 per insured person. Booking fees and the policy premium are excluded.
Valid reasons for cancellation include:
- Illness, injury or death of the insured person, a family member or the co-owner of the insured's business/practice
- Illness of a pet with a prognosis of ≥ 7 days, or life-saving surgery
- Appointment as a juror or being called as a witness before the Judicial Authorities
- Serious damage to the home or business premises (fire, burglary, natural disasters)
- Impossibility of reaching the destination due to a breakdown/accident of the vehicle (with certified roadside assistance) or due to natural disasters
- A pandemic affecting the insured person, a family member or a travel companion
- Quarantine with voluntary or supervised isolation
- Acts of terrorism or natural disasters in the 30 days before departure, within 100 km of the destination
B – Interruption of a stay already begun: Pro-rata refund of the unused nights up to €8,000. Valid reasons include illness or injury with a prognosis of ≥ 3 days, death or hospitalisation of a family member, damage to the home, illness of a pet.
Deductible or excess: a deductible or excess of 10%, with a minimum of €50, applies to all reasons. It does not apply in case of death or hospitalisation of the insured person or their family members for more than 5 days.
Important: the refunded penalty is the one applicable on the day the event occurred, not on the day the cancellation is formalised. If you wait and the penalty increases in the meantime, the difference is borne by the customer.
Proportional rule: if the insured amount is lower than the total cost of the stay, the refund is reduced in the same proportion.
Same penalty, reason: hospitalisation > 5 days → no deductible or excess → full refund €1,000
How to request the refund: within 30 days of your return via tripy.net, attaching the required documents.
They are the part of the loss borne by the insured person: the deductible is a fixed amount, the excess a percentage. You will find the exact values in the insurance conditions of the chosen product.
We always recommend insuring the full amount of the stay, regardless of how much you paid at the time of booking. If only part of the amount is insured, the proportional rule applies: the refund is reduced by the same percentage.
→ Insured amount €1,000: refund ~€514
→ Insured amount €300: refund only ~€121
For every type of booking (non-refundable, semi-flexible, deposit only, flexible) the answer is always the same: insuring the full amount is the only way to be properly covered.
Yes, but the certificate must contain three specific elements:
- Date of onset
- Specific diagnosis
- Days of prognosis
Without these three elements the claim may not be paid. It can be issued by any qualified doctor: GP, specialist or emergency department. If you went to the emergency department, it is best to also attach the ER report.
If the claim concerns a family member: the certificate must be issued by the doctor who examined that family member. A document proving the family relationship must also be attached.
In case of hospitalisation: a complete copy of the medical records must be attached.
For a pet: veterinary certificate with diagnosis, prognosis (≥ 7 days) or indication of life-saving surgery.
Yes. Cancellation cover is active from the booking date until the start of the stay, so even a cancellation on the day of departure is refundable if caused by a covered event.
It depends on the cause.
Covered causes: breakdown or accident of the vehicle with certified roadside assistance, or a natural disaster making it impossible to reach the destination. The penalty for the unused night may be covered.
Causes not covered: traffic, missed connections, personal delays or any obstacle not attributable to the causes listed in the policy.
The policy refunds penalties charged to the insured person, to all their family members and to one travel companion, provided they are insured and registered on the same booking.
Family members are: spouse, children, father, mother, brothers, sisters, grandparents, parents-in-law, sons-in-law, daughters-in-law, brothers- and sisters-in-law, uncles, aunts, cousins, grandchildren, nephews, nieces, and persons permanently living together as shown in the household register.
A friend is not a family member: they can be covered as a travel companion (only one companion per household).
Yes. The policy is valid for insured persons aged 90 or under.
Yes. Children, father and mother fall within the definition of family member. Illness, injury or death of a family member are valid reasons, provided they are documented, involuntary and unforeseeable at the time of booking.
The father is admitted to hospital as an emergency and the insured person's presence is required → valid case with adequate documentation.
Yes, in two situations:
- Cancellation before departure: illness with a prognosis of ≥ 7 days, or life-saving surgery
- Interruption of a stay already begun: the same two cases, with a pro-rata refund of the unused nights
The veterinary certificate must state the diagnosis, prognosis (≥ 7 days) or the indication of life-saving surgery.
No. Excluded are pre-existing progressive illnesses and their complications, cases where, at the time of booking, there were already conditions that could have made the cancellation foreseeable, depressive disorders and pregnancy.
Sudden and unforeseeable acute episodes are, however, covered, even for people with stable pre-existing conditions.
Partly. Pregnancy itself is excluded, as are pregnancy-related conditions if the pregnancy began before the booking date.
Not in general. The policy only pays out if a documented natural disaster makes it impossible to reach the destination, or in case of a vehicle breakdown/accident certified by roadside assistance.
A mere fear of bad weather, rain or unfavourable weather conditions do not give the right to a refund.
For cancellation:
- Medical certificate with date of onset, diagnosis and prognosis (ER report if available; medical records in case of hospitalisation)
- Proof of the family relationship if the claim concerns a family member
- Stay contract with payment receipts
- Statement of the booking and of the penalty issued by the property
For interruption:
- Documentation of the cause (medical certificate with diagnosis, medical records, death certificate)
- Documentation of the cost of the unused stay and of the non-refundable amounts
Travel policy
Trip cancellation, interruption of stay, transport delay · Limit €10,000 per insured person
The Travel policy is designed for those travelling with transport included (flight, coach, etc.) and, compared with Storno, adds:
- Cover of penalties related to the travel ticket (flight, train, coach), not just the stay
- Compensation for transport delays (€80 for every 8 full hours)
- Higher cancellation limit: €10,000 instead of €8,000
It does not cover the bankruptcy of the carrier or travel agency.
- If departure is less than 30 days away: within 48 hours of booking
- If departure is more than 30 days away: within 7 days of booking
- If the travel ticket is bought before the stay: within 48 hours of buying the ticket
The same as for Storno, with the added option of also covering transport tickets (flight, coach, etc.). See question 01 of the Storno section for the full list of valid reasons.
€10,000 per insured person. Deductible or excess of 10% with a minimum of €50, with the same exceptions as Storno (no deductible or excess in case of death or hospitalisation > 5 days).
Yes. In case of a documented delay of the outbound means of transport:
- First 8 full hours of delay: €80
- A further 8 full hours: another €80
The carrier must issue a written statement of the delay. The cover is valid for one claim per policy only.
Yes, in the same way as Storno: limit €8,000, pro-rata refund of the unused nights. Reasons include medical repatriation, hospitalisation or death of a family member, illness/injury with a prognosis of ≥ 3 days, damage to the home, illness or life-saving surgery of a pet.
No. The bankruptcy of the carrier or travel agency is expressly excluded from the Travel policy.
Within 30 days of your return via tripy.net or by post to Inter Partner Assistance S.A. – Ufficio Sinistri, Via Carlo Pesenti 121, Rome.
BookingCare Outdoor policy
Medical assistance while travelling, baggage, third-party liability, sports · €3.00 per person/day
BookingCare Outdoor is complementary cover for active holidays. It does not cover cancellation or interruption of the stay (for that you need Storno or Travel). It covers:
- Assistance and medical expenses in case of illness or injury
- Baggage: theft, damage, non-delivery/delayed delivery
- Third-party liability
- Sports package: rescue, lost equipment, refund of sports passes and lessons
€3.00 per insured person per day (taxes included), for a maximum of 30 days.
Also includes: medical transfer and repatriation, travel of a family member in case of hospitalisation > 10 days, dispatch of urgent medicines (abroad only), return of a convalescent person and repatriation of remains.
Theft, bag snatching, robbery, fire, breakage, damage: up to €750 (maximum €150 per single item; all electronic/photographic equipment counts as one item).
Delayed baggage delivery by the airline (> 12 hours): refund of essential purchases up to €150.
Unintentional damage to third parties in private life, including amateur sports. Limit €250,000, deductible €500 per claim. Professional activities are excluded.
The refund of sports passes (skiers, hikers, cyclists, etc.) applies in case of an injury preventing the activity.
Yes, the following are excluded:
- Air sports and extreme sports outside official sports organisations
- Sports practised professionally or for payment
- Rehabilitation, physiotherapy, cosmetic, spa and slimming treatments
- Dental treatment (except as a result of an injury)
- Damage caused by abuse of alcohol, drugs or psychotropic medication
Within 30 days of your return via tripy.net or by post to Inter Partner Assistance S.A. – Ufficio Sinistri, Via Carlo Pesenti 121, Rome.