Booking policy

Booking, cancellation, and refund guidelines.

This page explains how booking requests work during launch and how cancellation/refund rules should be handled when payment features are activated.

Launch note: If online payment is not active yet, booking requests are treated as pending requests until confirmed directly by the guide or company.

1. Booking requests

A traveler may send a booking request with date, group size, contact details, and special requests. A request is not fully confirmed until the guide or company accepts it and all practical details are agreed.

2. Confirmation

Guides and companies should confirm availability, meeting point, itinerary, price, inclusions, exclusions, and cancellation terms before the tour date.

3. Traveler cancellation

Before guide confirmation: the request can usually be cancelled without penalty.
After confirmation: cancellation depends on the guide/company terms shared with the traveler.
Last-minute cancellations or no-shows may not be refundable when payment is activated.

4. Guide cancellation

If a guide or company cannot provide the experience, they should notify the traveler as early as possible and offer a suitable alternative when available.

5. Refunds

When online payments are activated, refund eligibility will depend on confirmation status, timing, service provider terms, and evidence in case of dispute.

6. Disputes

Users can contact support or report a problem with booking ID, tour link, messages, and evidence. Tour Guide Zone may review the case but service providers remain responsible for their services.