Cancellation Policy
Last updated: August 12, 2026
1. Status
In-platform booking and payment are still being built on GuideGo — see How Booking Works. This policy describes how cancellations and refunds are designed to work once booking is live, and it's part of the Terms of Service by reference. Once you can complete a paid booking on GuideGo, this is the policy that applies to it.
2. Traveler-initiated cancellations
How much of your payment is refunded depends on how far in advance of the experience's start time you cancel:
| Cancel | Refund |
|---|---|
| 7 or more days before the experience starts | 100% refund |
| 3 to 7 days before the experience starts | 50% refund |
| Less than 72 hours before the experience starts | No refund |
3. Guide-initiated cancellations
If a guide cancels a confirmed booking, the traveler receives a 100% refund regardless of how close to the experience's start time the cancellation happens. Guides who cancel confirmed bookings frequently may face review under GuideGo's guide standards, since cancellation reliability is part of how guides are evaluated on the platform.
4. No-shows
If a traveler doesn't show up at the agreed meeting point and time without cancelling in advance, no refund is issued.
If a guide doesn't show up without cancelling in advance, the traveler receives a 100% refund, and GuideGo support will help the traveler find another guide for the same or a rescheduled date where possible.
5. Exceptional circumstances
Severe weather, safety incidents, government advisories, or similar events outside either party's control may qualify for an exception to the standard refund tiers above, at GuideGo's discretion. Contact support as soon as possible if this applies to your booking.
6. How refunds are processed
Refunds are issued to the original payment method. Processing times depend on your bank or card issuer once GuideGo initiates the refund.
7. Disputes
If you disagree with how a cancellation was handled, contact support and we'll review the booking record — including the timestamped cancellation event — to resolve it.
8. Changes to this policy
We may update this policy as booking and payments are built out. A booking already confirmed keeps the cancellation terms that were in effect at the time it was made; changes to this policy apply to bookings made after the update.
9. Contact
Questions about a specific booking or this policy: hello@guidego.com