Cancellation policy

Virtual consult

• Cancel ≥ 24 hours before start → 100% refund (fee returned).
• Cancel < 24 hours or no-show → no refund.
• Operator cancels or no-shows → 100% refund (fee returned).

Half-day or full-day guided

• Cancel ≥ 7 days before local start → 100% refund (fee returned).
• Cancel ≥ 48 hours and < 7 days → 50% refund (half the fee returned).
• Cancel < 48 hours or no-show → no refund.
• Operator non-safety cancel → 100% refund (fee returned); repeated cancels may lose listing privileges.
• Safety / conditions (weather, river too high/low, avalanche danger, agency closure) → 100% refund or free rebook; fee returned; no Operator penalty.

Multi-day guided

• Cancel ≥ 30 days → 100% refund (fee returned).
• Cancel ≥ 14 days and < 30 days → 50% refund.
• Cancel < 14 days or no-show → no refund (unless Operator safety cancel).
• Operator safety/conditions cancel → 100% refund or rebook; fee returned.

Car shuttle (vehicle only)

• Cancel ≥ 48 hours before pickup → 100% refund (fee returned).
• Cancel < 48 hours or no-show → no refund.
• Driver cancels / no-show → 100% refund (fee returned).
• Road closure / unsafe winter road / parking ban that makes the shuttle impossible → 100% refund or rebook; fee returned.

Refunds via Stripe

Approved refunds go back to the original payment method. Card networks often take 5–10 business days after we initiate the refund. Chargebacks are handled under Stripe’s process and our Partner agreements.

How we chose these defaults

Benchmarked against common outdoor marketplace norms: Airbnb Experiences often allows full refund until ~24 hours before (help.airbnb.com); Viator/GetYourGuide commonly use a 24-hour free-cancel cutoff; 57hours often uses longer windows on multi-day trips and lets guides cancel for unsafe conditions with rebook/refund. Raft outfitters frequently use tiered day cutoffs plus flow-based releases. Ours split those patterns by product length and always fully refund safety/conditions cancels.