Guest Refund Policy Terms

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

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

By using the Kra.ma 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 Kra.ma determines that a Guest experienced a Travel Issue, Kra.ma 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 Kra.ma Platform meets Kra.ma’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) Kra.ma determines that a Guest has suffered a Travel Issue related to your Experience and (ii) Kra.ma reimburses that Guest (up to their Total Fees), you agree to reimburse Kra.ma up to the amount paid by Kra.ma within 30 days of Kra.ma’s request. You authorize Kra.ma Payments to collect any amounts owed to Kra.ma 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 Kra.ma with respect to the Experiences Guest Refund Policy shall be at Kra.ma’s discretion, and final and binding on the Guests and Hosts. 

Kra.ma reserves the right to modify or terminate this Experiences Guest Refund Policy, at any time, in its sole discretion. If Kra.ma modifies this Experiences Guest Refund Policy, we will post the modification on the Kra.ma Platform (including the Kra.ma Help Center) or provide you with notice of the modification. Kra.ma will continue to process all claims for Travel Issues made prior to the effective date of the modification.