Cancellation & Refund Policy

Each Activity listed on the Platform is offered by an independent supplier, tour operator, or activity provider ("Supplier"). Suppliers set their own cancellation policy for each Activity from the policy types described in this Policy. The applicable cancellation policy, including all applicable deadlines and refund percentages, is displayed on the Activity listing page and again at checkout before booking confirmation.

The policy shown at the time of booking is the policy that applies to that booking, regardless of any later changes the Supplier makes to their default policy.

Suppliers may select one of the following policy types for each Activity:

2.1 Standard Free-Cancellation Window

A single cutoff period before the Activity Date within which a Customer may cancel for a full refund (less any non-refundable fees under Section 6). Supported windows:

Cancellations initiated after the applicable cutoff are not eligible for a refund under this policy type, unless Section 7 (Special Circumstances) applies.

2.2 No Refund / Non-Refundable

The booking is non-refundable from the moment it is confirmed, except as required by Section 7 (Special Circumstances) or applicable law. This must be clearly labeled "Non-Refundable" on the listing and at checkout.

2.3 Tiered / Custom Cancellation Timeline

Suppliers may configure a multi-tier schedule with different refund percentages depending on how far in advance the Customer cancels, relative to the Cancellation Reference Time.

For Example:

Suppliers may define many tiers per Activity. Each tier must specify (a) a minimum number of full days/hours before the Cancellation Reference Time, and (b) a refund percentage. Tiers must be non-overlapping and presented in descending order of notice given.

3.1 Cancellation Reference Time

Regardless of the actual scheduled start time of the Activity on a given day, for the sole purpose of calculating cancellation windows and deadlines, every Activity is deemed to commence at 00:00 (midnight) on the Activity Date, in the time zone of the Activity's location ("Cancellation Reference Time"). The actual start time shown on the voucher (e.g., 2:00 PM) is not used in this calculation.

3.2 How the Deadline Is Calculated

The cancellation deadline is calculated by counting backward from the Cancellation Reference Time by the applicable window (24/48/72 hours, or the day-based tier threshold).

3.3 Timestamp Used

The operative timestamp for determining eligibility is the date and time the Customer submits the cancellation request through the Platform (Section 4), as recorded by the Platform's servers, not the time the cancellation is reviewed, confirmed, or processed by the Supplier or Platform.

3.4 Time Zone

All Cancellation Reference Times and deadlines are calculated in the local time zone of the Activity's destination, as configured by the Supplier on the listing. This time zone is displayed alongside the cancellation policy at checkout.

Customers must cancel a booking through the Platform (via the booking management page or customer support channel designated by the Platform). Cancellation requests made directly to the Supplier by phone, email, or in person are not effective for refund purposes unless also submitted or confirmed through the Platform. The Platform will issue a cancellation confirmation with a timestamp upon successful submission.

5.1 Refunds are calculated as a percentage of the Activity Price paid, according to the cancellation tier or window applicable at the time the cancellation is submitted (Section 3). The applicable refund percentage applies only to the Activity Price and does not include non-refundable BookTourX fees.

5.2 Where a Customer cancels partway between two tiers, the refund percentage of the tier in which the cancellation timestamp falls applies. There is no pro-rating between tiers.

5.3 Where a booking is cancelled before any payment has been captured from the Customer, no cancellation charge will apply and no payment will be collected.

5.4 Where a booking is cancelled within a Supplier's free-cancellation window but payment has already been captured, the applicable Activity Price will be refunded in full. Any applicable BookTourX booking, platform service, or payment processing fees that have already been charged remain non-refundable, unless otherwise required by law.

5.5 Approved refunds will be issued to the original payment method within 14 business days of the cancellation being confirmed.

The following BookTourX fees are excluded from refunds once charged, unless otherwise required by law:

• Platform service or booking fees;
• Payment processing fees; and
• Any other amount specifically identified as non-refundable at checkout.

For the avoidance of doubt, a Supplier's cancellation policy determines the refund applicable to the Activity Price only. It does not determine whether BookTourX fees are refundable.

7.1 Supplier-Initiated Cancellation

If the Supplier cancels an Activity for any reason, including weather conditions, safety concerns, insufficient participants, operational reasons, or other circumstances attributable to the Supplier, the Customer will be entitled to: (a) a full refund of the Activity price paid; or (b) where offered and agreed by the Customer, a rebooking or equivalent credit.

The applicable remedy under this Section 7.1 will apply regardless of the standard Customer cancellation window. For the avoidance of doubt, the Customer will not be charged a cancellation fee where the Activity is cancelled by the Supplier.

7.2 No-Show

A Customer who fails to appear at the designated meeting point at the specified date and time, after having been provided with the applicable meeting and participation instructions, will be treated as a No-Show and will not be entitled to a refund under the standard cancellation policy.

This will not apply where the Customer's failure to attend is caused by: (a) the Supplier's failure to operate the Activity as booked; (b) incorrect, incomplete, or materially misleading meeting or participation information provided by the Supplier or Platform; or (c) other circumstances for which the Supplier or Platform is responsible.

The Supplier's listing may provide more favourable No-Show terms, in which case those terms will apply.

7.3 Force Majeure

Where an Activity cannot reasonably proceed, or the Customer cannot reasonably participate, due to an event beyond the reasonable control of the relevant party, including natural disasters, extreme weather events, government restrictions, civil unrest, war, terrorism, epidemics, or other comparable circumstances (Force Majeure Event), the Platform may facilitate an appropriate resolution, which may include: rescheduling the Activity; issuing a credit or voucher; or providing a full or partial refund, in accordance with the Platform's applicable Force Majeure Policy and applicable law.

Where applicable, the Force Majeure Policy may override the standard cancellation and refund terms for the affected booking.

Neither the Supplier nor the Platform will be responsible for losses or costs arising solely from a Force Majeure Event to the extent permitted by applicable law.

7.4 Platform Discretion

The Platform reserves the right, in exceptional cases (e.g., medical emergency, documented bereavement), to approve a refund outside the standard policy at its sole discretion. This does not create an obligation to do so in any other case.

Where a Supplier permits date/time changes in lieu of cancellation, the same Cancellation Reference Time and deadline rules in Section 3 apply to determine whether a change request is free or subject to a fee/forfeiture.

Suppliers are responsible for accurately configuring the cancellation policy for each Activity. The Platform displays, for every listing and at checkout:

• The policy type (standard window / tiered / non-refundable)
• All applicable deadlines and refund percentages
• The time zone used for calculation

Customers are deemed to have accepted the displayed policy upon completing checkout.

Refunds are issued in the original currency and to the original payment method used at booking, except where not technically possible, in which case the Platform will contact the Customer to arrange an alternative method.

11.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013"), bookings for accommodation, transport, car rental, catering, and leisure services tied to a specific date or period of performance are exempt from the standard statutory 14-day cooling-off/cancellation right that applies to most other online purchases.

11.2 This means that, for UK customers, booking an Activity through the Platform does not give rise to a legal right to cancel for a full refund within 14 days simply because you change your mind. This exemption applies regardless of how the booking is made (online, by phone, or in person) and regardless of which cancellation policy type (Section 2) the Supplier has selected.

11.3 Instead, whether — and how much of — a refund is available depends entirely on the specific cancellation policy shown on the Activity listing and agreed to at checkout (Section 2 and Section 3 above):

• If the Activity is marked Non-Refundable, the full amount is forfeited on cancellation, however far in advance notice is given.
• If the Activity carries a standard free-cancellation window (24/48/72-hour) or a tiered timeline policy, the refund available is strictly determined by the deadlines and percentages of that policy, not by a separate statutory 14-day right.

11.4 This section does not affect any other statutory rights UK customers may have — for example, rights relating to services not being provided with reasonable care and skill, misrepresentation, or an Activity being cancelled or materially changed by the Supplier (see Section 7.1).

11.5 Where the Platform or a Supplier is established outside the UK, or where a Customer is based outside the UK, the applicability of CCR 2013 and this section should be assessed separately, and other local consumer protection laws may apply instead.

Disputes regarding cancellation eligibility or refund amount should first be raised with Platform Customer Support at [email protected].