Cancellation Policy

Introduction

Because the Platform acts solely as an informational intermediary, does not process financial transactions, and has no involvement in payments between Users (Tourists) and Experience Providers, the Company does not impose a single, universal cancellation policy.

However, to preserve safety, transparency, and the quality of the Platform ecosystem, the following binding rules apply:

1. Experience Provider’s rules

• Provider’s discretion: Each Experience Provider independently creates, defines, and implements its own cancellation rules, refund terms, and any penalties for a User’s failure to attend (no-show).
• Mandatory transparent disclosure: Before confirming a booking, the Experience Provider must clearly, precisely, and unambiguously disclose its cancellation and payment policy to the User, either in the experience description on the Platform or directly through the integrated chat system.
• All cancellation and refund terms agreed between the User and Experience Provider form a direct contractual agreement exclusively between those two parties.
• The Platform will not act as an arbitrator or financial mediator and will not bear legal or financial responsibility if either party breaches cancellation or compensation rules agreed orally or in writing.

2. Provider obligations and sanctions

Although the Platform does not control financial flows, the Company protects the Platform’s integrity by imposing the following rules on Experience Providers:

• Compliance with own rules: An Experience Provider must strictly follow the cancellation policy disclosed to the User. If the Provider promises a refund within a stated period or under stated conditions, it must honour that promise.
• Sanctions for breach: If the Company receives reports from Users or establishes unequivocally, by reviewing internal chat communications, that an Experience Provider is not following its own cancellation rules (for example, unjustifiably retaining money contrary to the agreement), this constitutes a serious breach of the Terms of Use. The Company reserves the absolute, discretionary right to immediately and permanently deny that Provider access to the Platform (by suspending or deleting the account), without refunding any paid subscription fee.

3. Weather and force majeure

Users and Experience Providers are strongly advised to agree directly on how to proceed in the event of unexpected weather or force majeure that may affect the safe conduct of an experience, to avoid later disputes for which the Platform accepts no responsibility.