Guest Refund Policy Terms

This Experiences Guest Refund Policy governs policy for Guest refunds and the Host obligations associated with this Policy. It applies in addition to’s Terms of Service and’s Additional Terms for Experience Hosts and is available to Guests who book an Experience through the Platform and suffer a Travel Issue. 

All capitalized terms shall have the meaning set forth in the Terms or Payments Terms unless otherwise defined in this Experiences Guest Refund Policy. 

By using the Platform as an Experience Host or Guest, you are indicating that you have read and that you understand and agree to be bound by this Experiences Guest Refund Policy. 

Eligible Travel Issues and Refund Policy

The following situations are “Travel Issues” that are eligible for a refund under the Experiences Guest Refund Policy: 

  • The Host fails to carry out the booked Experience or arrives more than 15 minutes past the stated start time, causing the Guest to abandon the Experience.
  • The Host makes significant changes to the Experience after booking.
  • The Experience contains a safety or health hazard that would be reasonably expected to adversely affect the Guest’s participation in the Experience.

If determines that a Guest experienced a Travel Issue, will, at its discretion, provide the Guest with a refund up to a maximum of the Total Fees the Guest paid for the Experience in accordance with this Policy. The amount of any refund will depend on the nature of the Travel Issue suffered. 

Minimum Quality Standards, Host Responsibilities, and Reimbursement to Guest

As a Host, you are responsible for ensuring that the Experience you list on the Platform meets’s Experiences Platform Standards and does not present a Guest with Travel Issues. Before and during the Experience, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve any Guest issues. 

If (i) determines that a Guest has suffered a Travel Issue related to your Experience and (ii) reimburses that Guest (up to their Total Fees), you agree to reimburse up to the amount paid by within 30 days of’s request. You authorize Payments to collect any amounts owed to by reducing your Payout or as otherwise permitted pursuant to the Payments Terms. 

As a Host, you understand that the rights of Guests under this Experiences Guest Refund Policy will supersede the Experiences Cancellation Policy. If you dispute the Travel Issue, you may notify us in writing or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Travel Issue, provided you used reasonable and good faith efforts to try to remedy the Travel Issue with the Guest prior to disputing the Travel Issue claim. 

General Provisions

This Experiences Guest Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Guest, and the Guest has not paid any premium in respect of the Experiences Guest Refund Policy. The benefits provided under this Experiences Guest Refund Policy are not assignable or transferable by a Guest. 

All determinations of with respect to the Experiences Guest Refund Policy shall be at’s discretion, and final and binding on the Guests and Hosts. reserves the right to modify or terminate this Experiences Guest Refund Policy, at any time, in its sole discretion. If modifies this Experiences Guest Refund Policy, we will post the modification on the Platform (including the Help Center) or provide you with notice of the modification. will continue to process all claims for Travel Issues made prior to the effective date of the modification.