Cancellations and refunds

The rules of each experience

There is no single rule for all experiences: each one has its own, chosen by the business and shown on the listing, in the summary before payment and in the confirmation. There are three possible rules:

• Free cancellation up to a stated number of hours before departure (for example 24 hours): within the limit you get a full refund; after it there is no refund.
• Non-refundable: if you cancel there is no refund.
• On request: your request is reviewed; we tell you the outcome and, if it is a no, the reason.

The limit is counted on the time and time zone of the departure place. These rules do not remove the rights the law always gives you.

How to cancel

Sign in to your account area, open the booking and use “Cancel this booking”, giving a reason. What counts is when the request reaches us. If the booking was not paid yet, the seats are released and you pay nothing. If it was paid, you can follow the steps: request, refund approved, refund completed. A request under review does not cancel the booking by itself. If you do not show up without cancelling, there is no refund.

Changing the date

If the experience has free cancellation and you are still within the limit, you can change the date yourself, at the same price and with the same option, from your account area. In other cases (for example with a discount code or hotel pick-up) write to support and we will look for a solution with the business.

If the business cancels: weather, minimum not reached, other events

If the business cancels the departure (bad weather, safety, orders from the authorities, minimum number of participants not reached by the decision date or any other reason), we tell you by email and you get a full refund without having to ask. The same applies if payment arrives when the seats are no longer available. If you prefer, we can suggest another date. For a service delivered differently from what was promised, write to us: we will consider a partial refund with the business.

Refund timing and method

The refund goes back to the payment method you used. We start it as soon as it is approved and in any case within 14 days; after that the time to reach your account depends on Stripe and your bank (usually a few working days). The refund is complete when Stripe confirms it, and you can see it in your account area. If something gets stuck, we see it and help you.

14-day withdrawal

For leisure activities on a specific date the law does not provide the 14-day withdrawal right that applies to many online purchases (Article 59(1)(n) of the Italian Consumer Code). The experience’s rules described above apply instead.