Guest Refund Policy

2020-02-21

Guest Refund Policy

After check-in

  • Within 24 hours of check-in
    For any eligible issue you notice upon check-in and if it meets the refund policy, contact us, we'll rebook you or refund you 100% of your money depending on the nature of the issue
  • During your stay
    For any other eligible issue that comes up later in your stay or activity and if it meets the refund policy, contact us and we'll partially refund or rebook you depending on the nature of the issue. 

About car charter service, accommodation, camping place

For any issue happened as below, contact us and we'll partially refund or rebook you or refund you 100% of your money depending on the nature of the issue. 

  • Host or driver is non-committal or unresponsive
    The host or driver is unresponsive or unable to resolve an issue at check-in which prevents you from completing your stay or travels.
  • Place or car is not safe or clean upon arrival
    The state of the space at time of check-in poses an immediate health or safety risk, requires a professional service to address the issue, or appears to have not been cleaned in between guests.
  • Listing description was inaccurate
    Critical features that were described to you at the time of booking are flawed or not available.
  • Key amenities are missing
    Amenities that were the central focus of the listing are missing, making the purpose of the stay impossible like pool is in disrepair during the summer months or furnace is broken during the winter or automative air conditioning is damaged while taking the car.

About experience

For any issue happened as below, contact us and we'll partially refund or rebook you or refund you 100% of your money depending on the nature of the issue. 

  • Cancellations related to identification
    Some experiences require the primary booker to provide ID before attending. If you don't complete this process within 3 days of purchase, according to free cancellations policy, the entire reservation may be canceled and fully refunded or cannot be refunded and as attending the experiences, the guest who doesn't match the activity's regularion cannot attend the experience.
  • Cancellations due to weather
    If weather creates a safety concern, either before or during the experience, the host may cancel the experience. If this happens, you will be fully refunded.
  • Cancellations due to an emergency
    Refer to the extenuating circumstances policy if you need to cancel due to an emergency. We may ask you to provide documentation.