Cancellation and Refund Policy

CANCELLATION AND REFUNDS POLICY

GENERAL

1. By default, a cancelled tour will ‘credit’ the guest’s balance within Trally (rather than returning money to a bank account or equivalent). This internal balance can be spend on the next tour.
2. In case of dispute, Trally shall have final decision on whether a cancellation or refund is permissible under the terms of this policy.

HOST cancellation policy

1. If no guests have booked, the host can cancel at any time, for any reason
2. If guests have booked, the host shouldn’t cancel unless they absolutely have to. If they cancel multiple tours, especially at short notice, and without very good reasons (eg. ‘force majeure’) it causes big problems for the guests and we may suspend the host’s account.
   a. The host should cancel no less than 72h before the tour starts.
   b. If they cancel with less notice than this, their account risks getting suspended - especially if it happens more than once.

GUEST cancellation + refund policy

1. Guests should cancel as rarely as possible, and with as much notice as possible. As a minimum, they must cancel at least 48 hours before the start time of the trip to be eligible for a refund. 
2. Payment processor fees may not be refunded.
3. If a guest cancels multiple trips, their account may be suspended.
4. Eligibility for refunds:
   a.  Refunds are guaranteed in any of the following cases:
           i.      There was a technical problem with our platform that significantly interfered with your experience AND you prove this
            ii.     Extreme weather (force majeure) which means you are unable to do your tour AND you prove this
   b. Refunds will be considered in any of the following cases:
            i.      If you are subjected to highly unpleasant behaviour by another user

Terms of Service, regarding cancellations and refunds‍

1. Tours without bookings may change or become unavailable at any time, without notice