This rebooking and refund policy explains how we will assist with rebooking a reservation and how we handle refunds when a host cancels a reservation, or another event disturbed shows up.

If a host cancels a reservation prior to the start time, their guest will automatically receive a full refund. If a host cancels and the guest contact us, we will also assist the guest with finding a comparable or better experience.

Other unexpected events must be reported to us no later than 72 hours after discovery. If we determine that the event has disrupted the experience, we will provide a full or partial refund and, depending on the circumstances, may assist the guest with finding a comparable or better experience. The amount refunded depends on the severity of the events, and the impact on the guest.

The term "unexpected events" refers to these situations:

• The host cancels the reservation prior to the start time of the
  experience.
• The meeting point or experience location is not accessible for
  any of the below reasons:
• Due to safety or health hazards.
• Restriction of entry due to maintenance work.
• Providing the wrong meeting address or
  experience location.
• The experience contains a material inaccuracy such as:
• Incorrect description
• Different location, category, and activities.
• Incorrect difficulty level and period.

To be eligible for rebooking assistance or a refund, the guest who made the reservation may submit a claim by contacting us. Claims must be made to us no later than 72 hours after the discovery of the event and supported by relevant evidence such as photographs or confirmation of the conditions by the host. We will determine whether an unexpected event has occurred by evaluating available evidence.

If a host cancels an experience, the host will either receive no pay-out or will have their pay-out reduced by the amount of the refund to their guest. 

In most circumstances, we will attempt to confirm a guest’s claim with their host. Hosts can also dispute unexpected events by contacting us.

Submitting a fraudulent claim violates our terms of service and may result in account termination. This policy is not insurance, and no premium has been paid by any guest or host. All rights and obligations under this policy are personal to the booking guest and host of the reservation and may not be transferred or assigned. 

This policy applies to all reservations made on or after the effective date. When this policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a claim, whenever feasible, the guest must notify the host and try to resolve the issue directly with their host.