Supplier Cancellation & Performance Policy

1.1 This Policy applies whenever a Supplier is unable to deliver a confirmed Activity as booked, including where the Supplier:

• Cancels the Activity outright;
• Is unable to operate at the confirmed date/time and cannot offer an accepted alternative;
• Materially changes the Activity (itinerary, duration, meeting point, or inclusions) in a way the Customer does not accept; or
• Fails to show up or deliver the Activity as confirmed ("Supplier No-Show").

1.2 Each of the above is a "Supplier Cancellation" for purposes of this Policy.

2.1 The Supplier must notify the Platform of a Supplier Cancellation as soon as reasonably possible, and in any event no later than 48 hours before the Activity's scheduled start time, through the Supplier dashboard or the notification channel designated by the Platform.

2.2 Where the cancelling circumstance arises with less notice than required under 2.1 (e.g., sudden severe weather, last-minute equipment failure), the Supplier must still notify the Platform immediately upon becoming aware, and must be able to document the circumstance on request (Section 6).

2.3 Failure to provide timely notice is treated as a Late Cancellation under Section 5, separately from whether the underlying reason for cancelling was itself justified.

3.1 Where an Activity is contingent on a minimum number of participants, the Supplier must configure and disclose that minimum on the listing before it is bookable.

3.2 The Supplier must determine and communicate a headcount-based cancellation to the Platform by the deadline configured on the listing (e.g., 48 hours before the Cancellation Reference Time defined in the Customer Policy), and in any case no later than the notice period in Section 2.1.

3.3 Headcount-based cancellations made after this deadline are treated as Late Cancellations under Section 5, regardless of the underlying reason.

4.1 Upon a Supplier Cancellation, the Customer is entitled to the remedies set out in Section 7.1 of the Customer Policy (full refund, rebooking, or credit, at the Customer's election). The Supplier agrees that the Platform may process this remedy on the Supplier's behalf without requiring the Supplier's separate approval.

4.2 Cost allocation. Except as set out in 4.3, the cost of any refund, credit, or rebooking-related shortfall arising from a Supplier Cancellation is borne by the Supplier, and will be deducted from the Supplier's current or future payouts, or invoiced directly where no future payout is available.

4.3 Force Majeure exception. Where the Supplier Cancellation results from a Force Majeure event (as defined in the Agreement) and the Supplier provided notice in compliance with Section 2, the Platform and Supplier will share the cost of the Customer remedy in accordance with the cost-sharing terms set out in the Agreement, rather than the cost falling solely on the Supplier under 4.2.

4.4 Where the Supplier Cancellation involves documented incidental costs reimbursed to the Customer under Customer Policy Section 7.1.5, those costs are also borne by the Supplier under 4.2, unless the Force Majeure exception in 4.3 applies.

5.1 A "Late Cancellation" is any Supplier Cancellation for which notice was not given within the timeframe required under Section 2 or Section 3.

5.2 A "Supplier No-Show" (Section 1) is treated as the most severe category of Late Cancellation regardless of notice given, since no advance notice can cure a failure to deliver the Activity at all.

5.3 The Platform applies the following consequences on a rolling [12-month] basis, escalating with frequency and severity:

5.4 Consequences under this Section are in addition to, not instead of, the cost allocation in Section 4.

5.5 The Platform may, at its discretion, waive or reduce a consequence where the Supplier promptly documents a qualifying circumstance under Section 6.

Where a Supplier claims a Supplier Cancellation was due to Force Majeure, safety, or another circumstance affecting the consequences under Section 4 or 5, the Platform may request supporting documentation (e.g., weather advisories, safety notices, third-party confirmations). The Supplier must provide this within 3 days of request. Failure to provide adequate documentation means the cancellation is treated as a standard Supplier Cancellation for cost allocation and performance purposes.

7.1 The Platform monitors each Supplier's cancellation rate, no-show rate, and average notice period across their listings.

7.2 The Platform may share aggregate (non-identifying) cancellation-rate benchmarks with Suppliers to help them self-monitor against marketplace norms.

Where a Supplier offers Customers the ability to change an Activity date/time in lieu of cancellation (Customer Policy Section 8), the Supplier must honor the terms of that offer as configured on the listing, and any resulting shortfall in the Supplier's control (e.g., offering a change but then failing to honor the new date) is treated as a Supplier Cancellation under this Policy.

In the event of any conflict between this Supplier Policy and the Customer Policy regarding what a Customer is entitled to, the Customer Policy governs as to the Customer's remedy. This Policy governs solely the Supplier's obligations to the Platform and the consequences of non-compliance, and does not create any direct right or remedy for Customers against the Supplier.

The Platform may update this Policy from time to time, with notice to Suppliers in accordance with the Agreement. Continued listing of Activities on the Platform after such notice constitutes acceptance of the updated Policy.