1. Overview
This policy explains when refunds are available, how timing affects refund amounts, and what happens in special situations like severe weather or host cancellations.
2. Guest Cancellations
Refunds for guest‑initiated cancellations are determined by the cancellation time relative to the scheduled start time of the experience:
- • Free cancellation up to 24 hours before the experience starts (full refund).
- • 50% refund for cancellations made between 2 and 24 hours before start time.
- • No refund for cancellations within 2 hours of the start time or in the case of no‑shows.
- • Date/time changes are subject to host availability and may be treated as a cancellation if the host cannot accommodate the change.
3. Host Cancellations
If a host cancels a confirmed booking, guests are entitled to one of the following:
- • Full refund to the original payment method; or
- • Free rebooking to a comparable experience, subject to availability; or
- • Credit to use on a future booking (where available).
4. Weather and Force Majeure
For unsafe weather or events beyond anyone’s control (e.g., natural disasters, government restrictions), bookings may be rescheduled or refunded according to applicable laws and our platform policies.
- • Hosts should propose alternate dates where possible.
- • If rescheduling is not possible, guests may be eligible for a refund in line with this policy.
5. Refund Method and Timing
Approved refunds are issued to the original payment method. Processing times vary by bank or provider and typically take 5–10 business days after the refund is initiated.
6. Non‑Refundable Items
Certain fees or add‑ons may be non‑refundable except where the host cancels or where required by law. Currency conversion and payment processor fees may not be refundable.
7. Rescheduling
Requests to change the date or time are subject to host approval and availability. If a change cannot be accommodated, the original cancellation rules apply based on the time of the request.
8. Changes to This Policy
We may update this policy to reflect product changes or legal requirements. Significant updates will be communicated via email or within the platform.
9. Contact Us
Need help with a cancellation? Our support team can assist:
WeOut Support