Cancellation & Refund Policy

Each property and activity has its own cancellation policy, typically structured as a free-cancellation window before check-in, after which a fee may apply — a fixed amount, a percentage of the booking total, or (for non-refundable bookings) the full amount. The exact policy for your booking is always shown before you pay, and again on your booking confirmation.

You can cancel an upcoming, unconfirmed or confirmed booking yourself from My Bookings. Cancellation is only available before check-in — once you've checked in or checked out, a booking can no longer be cancelled online.

Where a cancellation is eligible for a refund, the refunded amount is calculated automatically based on the applicable policy at the time you cancel and shown to you before you confirm the cancellation. Refunds are issued to the original payment method.

Guided activities follow the same free-window/fee structure. Some activities may also require an on-site indemnity or safety acknowledgment in addition to the standard cancellation terms — see booking policies for the specific activity.

If something about a cancellation or refund doesn't look right, contact us from the Contact Us page before disputing a payment — we can usually resolve it faster directly.