How to cancel a booking

Plans change. We've made cancelling and modifying as painless as possible, with refunds processed instantly on our side and clear timing on when the money lands back in your account.

Free-cancellation window

Most experiences offer free cancellation up to a set number of hours before the start time (typically 24 or 48 hours). Cancel within the window for a full refund — no questions asked. The exact deadline is shown on the listing, in your confirmation email, and on your booking detail page. After the deadline, cancellations are at the operator's discretion (see "Late cancellations" below).

How to cancel

Step 1 — Open your booking

Either click the Manage your booking link in your confirmation email, or go to My bookings and enter the email you used to book. We'll send a fresh access link to that email — magic-link style, no password.

Step 2 — Click "Cancel booking"

You'll see exactly what will be refunded — the full amount in green, or "no refund available" with a clear explanation if the deadline has passed. Click confirm.

Step 3 — You're done

The cancellation is recorded immediately. The operator is notified, the spot is freed (and offered to anyone on the waitlist), and the refund is queued. You'll get a cancellation email within seconds confirming everything.

How fast does the refund land?

Our side: instant. Stripe receives the refund instruction the moment you confirm. Your bank: usually 5-10 business days, depending on the card issuer. Some debit cards reflect the refund within 1-2 days; some credit cards take the full 10. If you don't see it after 10 business days, contact your card issuer first (they have the trace ID), then come to us if needed.

Modifying instead of cancelling

If you're changing the number of tickets — adding a friend, dropping a no-show — modify rather than cancel. From your booking detail page, click Modify tickets. You'll see the new total before confirming:

• Adding tickets: we collect the difference via Stripe Checkout; the new tickets are confirmed once payment clears.
• Removing tickets: the difference is refunded automatically, with the same 5-10 business-day bank timing.

You can modify any number of times up to the cancellation deadline. After that, modifications work the same as late cancellations: at the operator's discretion.

Late cancellations

Cancellations after the free-cancellation window aren't refunded automatically. Many operators are flexible if you contact them with enough notice — illness, family emergency, transport disruption — but it's their call. Use the operator's phone number in your confirmation email, or contact us and we'll relay the request. We follow up to make sure you get a fair answer.

Operator cancellations

If the operator cancels (low numbers, illness, weather, equipment failure), you receive:

• An email within minutes explaining what happened
• A 100% refund processed automatically
• Where appropriate, a link to reschedule to a future date or pick a similar alternative

You don't need to do anything. The refund timing is the same 5-10 business days at your bank.

Transferring your booking to someone else

You can change the lead booker's name and contact details from the booking detail page (click "Edit details") if your friend is taking your place. The booking number stays the same, the operator gets the updated name automatically, and you don't need to cancel and rebook.

Bad weather

Outdoor experiences usually go ahead in light rain. For genuinely unsafe conditions, the operator decides — they have local knowledge and the safety responsibility. If they cancel for safety reasons:

• You receive a full refund automatically
• Most operators offer a free reschedule to the next available date
• You can decline the reschedule and keep the refund — your choice

If you want to cancel because of weather but the operator hasn't, our standard cancellation rules apply (free within window, otherwise operator's discretion).

Special circumstances

Bereavement, hospitalisation, military deployment and other genuine hardships are handled with discretion regardless of the cancellation window. Contact us with your booking number and a brief explanation; we work with the operator to find a fair outcome (full refund, partial refund, or transfer to a future date).

Contact us

Anything not covered here? Send us a message. We typically respond within one business day; cancellation requests for events happening today get priority within an hour during business hours.