Cancellation & Reservation Changes

When you make a Reservation with Haven, we set aside that time specifically for you and plan our schedule accordingly. We understand that plans change, sometimes unexpectedly. Our cancellation policy is designed to provide clients with reasonable flexibility while protecting the time we have reserved and our ability to serve other clients.

Standard Reservations

For Reservations that do not include a Haven holiday:

More than 72 hours before the Reservation begins
There is no cancellation fee.

Between 24 and 72 hours before the Reservation begins
A cancellation fee equal to 50% of the cancelled services will apply.

Less than 24 hours before the Reservation begins
The full cost of the cancelled services will apply.

Holiday Reservations

Holidays are among our highest-demand dates, and Reservations during these periods often prevent us from accepting other requests.

Reservations that include any of the following Haven holidays require at least 7 days’ notice for cancellation:

New Year’s Day • Easter Sunday • Memorial Day • Independence Day • Labor Day • Thanksgiving Day • Christmas Eve • Christmas Day • New Year’s Eve

Cancellations made 7 or more days before the Reservation begins will not incur a cancellation fee.

Cancellations made fewer than 7 days before the Reservation begins will be charged the full cost of the cancelled services.

Changes to a Confirmed Reservation

The cancellation policy also applies when services are removed from or dates are shortened within a confirmed Reservation.

If a change reduces the services originally reserved, any services removed will be treated as cancelled and the applicable cancellation terms will be based on when Haven receives notice of the change.

Adding services or extending a Reservation is always welcome when our schedule allows.

Early Returns

If you return home earlier than planned, please let us know as soon as possible.

Services that are no longer needed as a result of an early return are considered cancelled services and are subject to the applicable cancellation policy. Because that time was reserved for your household, we may not be able to fill it with another Reservation on short notice.

Unexpected Circumstances

We know that life does not always cooperate with the calendar.

Haven may waive or adjust cancellation fees at our discretion when circumstances warrant. We intentionally handle these situations individually rather than trying to create a list of circumstances that may or may not qualify for an exception.

If your plans change, simply contact us as soon as you know. The more notice we have, the more options we may have to adjust your Reservation.

When Cancellation Notice Is Received

Cancellation and change deadlines are based on the time Haven receives your request.

Please submit routine Reservation changes or cancellations through Haven’s Portal whenever possible. If a cancellation is urgent or occurs close to the start of your Reservation, please contact us directly to make sure we receive it promptly.