Version 2026-09-18-draft-1
Cancellations and refunds
Experience-specific conditions
There is no general promise of free cancellation up to 24 hours before departure. Each listing must state its policy: free cancellation before a stated deadline, non-refundable rate, or a request requiring review. These conditions cannot reduce mandatory rights. Deadlines use the departure’s time and time zone.
Submitting a request
Open the booking in your account and use the available cancellation action, providing a reason. An unpaid order can release its hold; for a paid order, the system distinguishes a request, approval and completed refund. A request under review does not automatically cancel the booking. A rejection includes a reason.
Weather, non-delivery and availability issues
If the operator cancels or payment arrives when seats can no longer be confirmed, the implemented workflow creates an approved full-refund request. A refund is not complete until the payment provider confirms it. Rules on late arrival, no-shows, rescheduling, partial delivery and weather must be defined for each activity. The current system does not handle partial refunds.
Withdrawal rights and timing
Withdrawal rights and any exceptions for date-specific leisure activities must be checked against the service sold and explained before purchase. We do not assume that every product is excluded from withdrawal rights. Receipt timing also depends on the payment provider and bank; this draft does not promise an unverified deadline.