Cancellation policy
Every product shows its own terms on its page, at review, and on the confirmation. This page explains the framework those terms sit in.
1. The product’s terms govern
Each experience, ticket, ride and room states a cancellation window (for example, free until 24 or 72 hours before the start; tickets non-refundable unless the event is cancelled). Those terms are shown before you book and repeated in your confirmation. They prevail over this page.
2. Instant confirmation vs request-to-book
Instantly confirmed products are binding when checkout completes. Request-to-book products are not binding, and nothing is charged, until the provider confirms; you may withdraw a request at any time before confirmation at no cost.
3. How to cancel
Use Manage booking with your reference and email. The time of cancellation is the time we receive it. Refunds due under the product’s terms are returned to the original payment method within a stated number of business days (to be defined).
4. Changes
Date, participant and option changes are treated as a cancellation under the product’s terms followed by a new booking, unless the product page says otherwise.
5. Provider cancellations and closures
If a provider cancels, or a venue is closed, you receive a full refund or a new date at your choice. Scheduled rides that depart on time without you are not provider cancellations.
6. Missed starts and refused entry
Arriving after the start, missing a scheduled ride, or being refused entry for failing a venue’s published age, ID or dress requirements is treated as a late cancellation under the product’s terms.
7. Hotels
Hotel stays follow the cancellation window on the hotel page and in the confirmation. Incidentals, damages and no-show charges are matters between the guest and the hotel under the hotel’s own terms.