This Cancellation & Refund Policy outlines the terms governing booking modifications, traveler cancellations, provider cancellations, and refund processing for events booked on our marketplace platform. This policy forms an integral part of our Terms of Service.
1. GENERAL CANCELLATION PRINCIPLES
- Platform Role: The Platform acts as an intermediary booking engine. Refunds are issued in accordance with the specific policy tier assigned to each event listing at the time of booking.
- Transparent 5% Booking Fee: The 5% Platform Fee applied at checkout covers booking processing, platform infrastructure, and support administration. Except for Provider-initiated or safety/weather cancellations, this service fee is non-refundable.
3. PROVIDER CANCELLATIONS & FORCE MAJEURE
3.1 Provider-Initiated Cancellations:
If a Provider cancels an Event prior to its start date due to illness, operational disruptions, minimum group size non-fulfillment, or scheduling issues:
- The Traveler will receive a 100% full refund, including the base Event price and the 5% Platform Fee.
- Alternatively, the Traveler may choose to rebook the Event for a future date at no extra charge.
- Providers who cancel without valid force majeure reasons may be subject to administrative penalties or listing suspension.
3.2 Adverse Weather & Safety Cancellations:
Adventure travel often depends on outdoor conditions. If an Event is cancelled or terminated prior to commencement by the Provider due to severe weather, natural hazards, or safety concerns:
- The Traveler will receive a 100% full refund (inclusive of the 5% Platform Fee) or a full credit to reschedule.
- If an Event must be cut short after commencement due to sudden extreme hazards, partial pro-rated refunds or future event credits will be determined by the Platform and Provider on a case-by-case basis.
4. REFUND PROCESSING & TIMELINES
- Request Submission: Travelers must initiate cancellation requests directly through their Platform account dashboard. Refunding is possible only under the conditions stated in this policy.
- Processing Time: Once approved, refunds are credited back to the original payment method (e.g., credit card, PayPal) within 5 to 10 business days, depending on the issuing bank.
5. EXTENUATING CIRCUMSTANCES & TRAVEL INSURANCE
- Personal Emergencies: Voluntary cancellations due to personal illness, missed flights, visa rejections, or change of plans outside the designated tier windows are strictly non-refundable through the Platform.
- Insurance Recommendation: Travelers are strongly advised to purchase comprehensive personal travel and medical insurance that includes trip cancellation and interruption coverage for adventure activities.