Payments and refunds
Cancel or request a refund
Cancel a pending request yourself, or contact support for a manual refund review on a paid booking.
For travelers1 min readUpdated September 24, 2026
Cancellation works differently depending on whether you've paid yet. An unpaid request you can cancel yourself; a paid booking needs a manual review from our support team.
Cancelling before you've paid
If your request is still pending and hasn't been accepted or paid for, you can cancel it directly from your booking. Nothing was charged, so there's nothing to refund.
Cancelling a paid booking
Cancelling a booking that's already confirmed (paid) doesn't automatically refund you. Instead, contact us with your booking reference and we'll review it manually.
| When you contact us | Outcome |
|---|---|
| 48 hours or more before the trip starts | Eligible for refund review of the guide's base price |
| Less than 48 hours before the trip starts | Generally non-refundable |
The 48-hour window protects guides who've already reserved time and prepared for your tour. Even when a refund is approved, the 10% Traveler Service Fee is always non-refundable — it covers processing and support costs that are incurred regardless of the outcome.
What "eligible for review" means
Reaching out before the deadline doesn't guarantee a refund — it means your request qualifies for our team to review the booking and decide. We'll look at the booking details and, if needed, in-platform messages to make a fair call.
How to request a review
- Use the contact form or email us — you'll find the address on the refund policy page.
- Include your booking reference.
- Explain why you're cancelling.
- Send it before the 48-hour deadline if you want to be eligible.
If something went wrong with the guide
Guide-side cancellations, no-shows, and safety issues follow a different path — see When a guide cancels and Report a safety concern.
Still need help?
Read the full Cancellation & Refund Policy for the complete terms.
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