Refunds & Cancellations
Refund & Cancellation Policy
Fixed rules, explained with empathy. Clear outcomes whether you’re rescheduling or need a refund.
Sections
1 · Overview
Our policy is fixed, clear, and fair. Part of the booking fee is non-refundable because we incur costs (payments, verification, support, infrastructure) even when trips are canceled. We communicate outcomes quickly and consistently.
≥ 7 days
100% companion fee; booking fee non-refundable
3–6 days
50% companion fee; booking fee non-refundable
< 72 hours / no-show
0% companion fee; booking fee non-refundable
Provider / airline issues
Full refund or free reschedule
2 · Requestor Refund Matrix
≥ 7 days before first departure
Companion fee
Booking fee
100% refund
non-refundable
3–6 days before first departure
Companion fee
Booking fee
50% refund
non-refundable
< 72 hours before first departure
Companion fee
Booking fee
0%
non-refundable
No-show
Companion fee
Booking fee
0%
non-refundable
| When you cancel | Companion fee | Booking fee |
|---|---|---|
| ≥ 7 days before first departure | 100% refund | non-refundable |
| 3–6 days before first departure | 50% refund | non-refundable |
| < 72 hours before first departure | 0% | non-refundable |
| No-show | 0% | non-refundable |
Notes
Times are calculated in the departure time zone. Bank disputes pause refunds during review.
3 · Provider Cancellations
Details
- Full refund of companion fee and booking fee.
- Free rematch available on request.
- Repeated provider cancellations impact Trust Score and eligibility.
4 · Airline Changes & Force Majeure
Details
- Free reschedule (same or new Provider), or
- Full refund of both companion and booking fees.
- We may request simple documentation (airline notice / updated itinerary).
5 · Refund Method & Timeline
Details
- Refunds go to your original payment method.
- Typical timeline: 5–10 business days after approval (banks vary).
- We’ll email you when the refund is issued.
6 · Gift Cards & Karma Points (KP)
Requestor
- If you cancel and receive any refund, promotional KP may be reversed.
- For airline/force majeure refunds, promotional KP may be kept at our discretion.
Provider
- Gift cards are issued only after the final handoff milestone is verified.
- Cancel before first milestone → no reward.
- Cancel after some milestones → possible partial KP; no gift card unless final handoff is complete.
- If the Provider cancels → no reward; KP reversed.
7 · Exceptions & Fraud
Details
- We may decline or claw back refunds for fraud or abuse.
- We may pause payouts and accounts during investigations.
Last updated: September 2025
Need Help?
Our support team is here to help you navigate any cancellation or refund questions. Tell us what happened — we’ll respond quickly with a clear outcome.
Contact Support