At Rainbow Tour Guides, we strive to create a fair and transparent refund policy that protects both Travelers and Guides. Please read this policy carefully before making a booking.
1. Understanding Our Fee Structure
1.1 Platform Service Fee (Non-Refundable)
The 10% Platform Service Fee added to your booking is non-refundable under all circumstances. This fee supports platform operations, secure payment processing, Guide verification, and 24/7 customer support.
1.2 Guide Payment
The remaining 90% of your booking payment (minus the Guide's 20% platform commission) is paid to the Guide. This portion may be refundable depending on when you cancel, as outlined below.
2. Standard Cancellation & Refund Terms
Our cancellation policy is designed to balance Traveler flexibility with Guide protection.
2.1 Cancellation More Than 48 Hours Before Tour
If you cancel more than 48 hours before your scheduled tour start time, you will receive a 100% refund of the Guide's portion (90% of your total payment). The 10% Platform Service Fee is not refundable. This refund is processed automatically through Stripe.
2.2 Cancellation Less Than 48 Hours Before Tour
Cancellations made within 48 hours of the tour start time are strictly non-refundable. This policy protects Guides who reserve their time and prepare for your tour. The Guide will receive their full payout to compensate for the reserved slot.
3. Case-by-Case Refund Evaluations
We understand that circumstances can be unpredictable. While our standard policy is outlined above, we handle certain situations on a case-by-case basis:
3.1 Guide No-Show or Unable to Provide Service
If your Guide fails to show up or is unable to provide the service agreed upon, please contact our support team immediately. We will investigate the situation and, upon confirmation, issue a 100% full refund (including the Platform Service Fee) to the Traveler.
3.2 Significant Disputes Between Traveler and Guide
If a significant dispute arises during your tour experience, we encourage you to report it through our platform immediately. Our admin team will review the situation, which may include reading the in-platform message history (see Section 4 below), and may issue a partial or full refund at our sole discretion based on the evidence provided.
3.3 Extenuating Circumstances
In cases of genuine emergencies (medical emergencies, natural disasters, or other unforeseen events beyond your control), please contact our support team. We will evaluate these situations on an individual basis and may offer a refund or credit at our sole discretion.
4. The Importance of Platform Communication
To ensure your safety and to protect your right to refunds and dispute resolution, all communication with your Guide must occur through our platform's messaging system. This includes discussing tour details, meeting points, and any issues that arise during your experience.
Our platform technologically locks direct messaging between Travelers and Guides until a booking is financially confirmed. This ensures that all interactions are recorded and can be reviewed by our admin team if a dispute or refund request arises. If you communicate off-platform (e.g., via personal email, phone, or external messaging apps), we cannot guarantee your safety or enforce our refund policies.
5. How to Request a Refund
To request a refund, please:
- Contact our support team through the Help Center or email us at support@rainbowtourguides.com
- Provide your booking reference number and a detailed description of the issue
- If applicable, reference any relevant messages from your in-platform chat with your Guide
Our team will review your request and respond within 48 hours. Refunds are processed back to the original payment method and typically appear within 5-10 business days, depending on your bank or payment provider.
6. Concierge Service Refunds
Fees paid for our custom Concierge itinerary design service are strictly non-refundable once the initial draft of the itinerary has been delivered by our team. This is because the Concierge fee covers completed human labor in designing your custom travel experience. However, any Guide bookings attached to your Concierge itinerary follow the standard platform refund policy outlined in Section 2 above.
7. Changes to This Policy
We may update this Cancellation & Refund Policy from time to time. Any material changes will be posted on this page with an updated "Last Updated" date. Your continued use of Rainbow Tour Guides after any changes constitutes your acceptance of the revised policy.
*** If you have any questions about this Cancellation & Refund Policy, please contact our support team via the Help Center.