Refund policy

This refund policy describes when and how you're entitled to a refund for a booking made through our marketplace. It applies to all bookings unless an experience-specific policy is shown more prominently on the listing (e.g., "non-refundable special event").

1. Free cancellation window

Most experiences offer free cancellation up to a set number of hours before the start time (the "Free Cancellation Window"). The Window is shown:

• On the experience page before you book
• In the booking confirmation email
• On your booking detail page (the deadline date is shown explicitly)

If you cancel within the Window, you receive a 100% refund automatically. The cancellation is processed immediately on our side; your bank typically takes 5-10 business days to credit your account.

2. Cancellation outside the window

Cancellations after the Free Cancellation Window are not refundable as of right. However, most operators are willing to refund or reschedule for genuine reasons. Use the operator's direct phone number in your confirmation email, or contact us and we'll relay the request and follow up.

Operators are not obliged to offer a refund outside the Window, but many do as a goodwill gesture for:

• Illness with documentation
• Bereavement
• Major transport disruption (proof: cancelled flights/trains, road closures)
• Government travel advice changes
• Other reasonable circumstances at the operator's discretion

3. Operator cancellations

If the operator cancels for any reason (low numbers, illness, weather, equipment, regulatory), you receive a 100% refund automatically and an explanation by email. No action needed. You may also be offered a reschedule to a future date or a similar alternative — entirely your choice.

4. Modifications

You can modify ticket counts up to the start of the Free Cancellation Window. If the new total is higher, we collect the difference via your saved card or a fresh checkout. If lower, the difference is refunded automatically.

5. Bad weather

Outdoor experiences usually go ahead in light rain. For unsafe conditions, the operator decides; if they cancel, this counts as an Operator Cancellation under section 3 (full refund). If you cancel because of weather but the operator hasn't, this is a Customer Cancellation under sections 1 or 2.

6. Force majeure

If an experience is cancelled due to events beyond reasonable control — natural disaster, government action, war, pandemic restrictions, infrastructure failure — you receive a 100% refund. The operator and platform aren't liable for incidental costs (e.g., your transport to the meeting point, accommodation booked separately).

7. No-shows

If you don't turn up at the start time without prior contact, the booking is treated as a Customer Cancellation outside the window, with no automatic refund. Operators may, at their discretion, offer a partial refund or reschedule if you contact them within 24 hours with a genuine explanation.

8. Refund processing time

Our side: refunds are processed instantly on cancellation. Stripe receives the refund instruction the same second.

Your side: typically 5-10 business days for the funds to land in your account, depending on your card issuer. Some debit cards are 1-2 days; some credit cards take the full 10. If 10 business days have passed and you don't see the refund:

1. Check the original card's account (refunds always go to the card used)
2. Contact your card issuer with the refund trace ID (in your cancellation email)
3. If they can't find it, contact us and we'll work with Stripe to trace

9. Refund method

Refunds always go to the original payment card. We can't refund to a different card, send a bank transfer, or pay in cash. If your card has been closed since the booking, your bank usually still accepts the refund and credits the linked account; if not, contact your bank for guidance.

10. Partial refunds

Where a partial refund is owed (e.g., reducing a 5-ticket booking to 3), only the partial amount is refunded. Platform fees on the cancelled portion are also refunded. Platform fees on tickets you keep remain.

11. Disputes and complaints

If you're unhappy with an experience for reasons not covered above (e.g., the experience didn't match the description, safety concerns, operator misconduct), please follow the formal complaints procedure:

1. Contact the operator first via the details in your confirmation email. Most issues are resolved at this stage.
2. If you're not satisfied, send a written complaint to our support team within 14 days of the experience. Include your booking number, what happened, and what outcome you're looking for.
3. We acknowledge complaints within 2 business days and provide a final response within 15 business days. Where the complaint is upheld, remedies range from partial refund to full refund depending on severity.
4. If you're still not satisfied, you can refer the complaint to your local consumer rights regulator or the EU Online Dispute Resolution platform (for EU residents).

12. Statutory rights

This policy doesn't affect your statutory consumer rights. UK customers benefit from the Consumer Rights Act 2015; EU customers benefit from EU Directive 2011/83/EU. Where the experience is a "service" under those laws, the right to cancel within 14 days does not apply once the experience has begun (a standard exception for time-limited leisure services).

13. Changes to this policy

We may update this policy occasionally. Material changes will be communicated by email to recent customers. The latest version is always at this URL with a last-updated date. Bookings made before a change are governed by the policy in force at the time of booking.

Last updated: February 2026.