Cancellation policy
How cancelling works, for customers and for operators.
DRAFT — REQUIRES OWNER OR LEGAL REVIEW. This text is provided as a starting point and has not been reviewed by a lawyer.
Each listing states its own cancellation terms, and those terms are what apply. This page explains the framework they sit in.
A booking that has not yet been confirmed may be cancelled by either side at no cost.
A confirmed booking cancelled by the customer is subject to the operator's stated notice period. Where no period is stated, a cancellation more than 48 hours before the start is refunded in full.
A confirmed booking cancelled by the operator is refunded in full, whatever the listing says. An operator cannot write a term that keeps a customer's money for a service the operator chose not to provide.
A no-show is not a cancellation and is not refunded.
Refunds are returned by the route the payment came in by, and the platform records the decision and the reason.