1. Fee Structure
The 10% Traveler Service Fee is strictly non-refundable in all circumstances. This fee supports platform operations, payment processing, verification, support, and safety infrastructure.
The guide base price is the portion reviewed for any eligible refund. Rainbow Tour Guides deducts a 20% platform commission from the guide base price, and guides receive 80% after payout eligibility is met.
The amount you pay on Rainbow Tour Guides covers the guide's time/base tour price and the platform service fee only. Transport, activities, tickets/admissions, food, and drinks are separate from the booking fee. You are responsible for those costs, including the guide's share when the guide joins you for paid activities, admissions, meals, drinks, or transport.
2. Traveler Cancellations
2.1 At Least 48 Hours Before Trip Start
To be eligible for a refund review, travelers must contact support at least 48 hours before the trip starts. Eligible refunds apply to the guide base price only. The Traveler Service Fee remains non-refundable.
2.2 Less Than 48 Hours Before Trip Start
Cancellations requested less than 48 hours before trip start are generally non-refundable. This protects guides who reserve time, prepare for the booking, and may be unable to replace the work.
3. Guide Cancellations and Safety Issues
Guide cancellations, guide no-shows, significant service failures, safety reports, and disputes are reviewed manually by Admin. We may review booking details, payment records, and in-platform messages to resolve the issue. The Traveler Service Fee remains non-refundable unless required by law.
4. Manual Refund Requests
To request cancellation or refund review, contact hello@rainbowtourguides.com or use the contact page.
- Include your booking reference.
- Send the request before the 48-hour eligibility deadline.
- Describe the reason for cancellation or refund review.
- Keep all guide coordination inside platform messages.
5. Platform Communication
Traveler-guide chat is locked until a booking is financially confirmed. Keeping communication on-platform helps Admin review support, dispute, and refund requests accurately.
6. Policy Updates
We may update this policy as operations, payment handling, or legal requirements change. The updated date on this page controls the current version.