@Gonçalo12
This the Extentuating Circumstances Policy
True the site is badly designed for a user friendly, experience, it is not intuitive and does not cater to mispellings and can feel like a frustrating maze of dead-ends. If you click on Help on your dashboard and type in what you are looking for usually a summary of the policy or article etc. will appear in a drop down area, getting to the actual article demands you go through a few more steps - the frustrating maze!
You can always use a search engine instead of the Airbnb site usually you can find what you are looking for in much less time.
btw: Here are the ways to Contact Airbnb, try Twitter or Facebook first they seem to get the quickest response.